OwnerListens is a feedback collection tool that allows your
customers to privately send you feedback such as compliments, complaints,
suggestions, and questions using their mobile devices. This gives customers a
better alternative to posting reviews online because they know they are
reaching a real person who owns the business and cares about their experience.
OwnerListens thus prevents negative online reviews and helps improve your
online reputation.
How does OwnerListens work?
First, claim your OwnerListens inbox at ownerlistens.com. It’s quick and easy
- just input your business name and city and follow the prompts from there. You
will be asked for some information to verify that you are the owner and then
asked to which email you would like to receive feedback. You can also have
feedback sent to a mobile phone*.
Next, put up signs in your business that let your customers know to send you
feedback with the OwnerListens app.
Then, simply reply to the feedback just like you would to any other
text message or email exchange. If you chose to receive messages via SMS, you
can respond directly by texting back your reply*. If you chose email, the link
in your email will take your OwnerListens inbox where you will simply login and
respond via the OwnerListens dashboard.
*(Note: OwnerListens does not charge for SMS delivery, however your carrier SMS
fees still apply.)
Why should I use OwnerListens?
Many reasons! Listening and responding to customer feedback is one
of the best ways to improve your business, satisfy customers, and privately
respond to negative feedback before customers go to public review sites. In
addition, responding to feedback with OwnerListens enhances customer experience
and is a great way to tell your customers that you care. By now, almost all of
your customers have a mobile phone with access to the internet. Posting an
anonymous online review is at their fingertips so it is up to you to offer them
a better alternative: A way to send you reviews directly using OwnerListens.
How much does OwnerListens cost?
By signing up for OwnerListens now, you are joining our FREE Public
Beta. As a thank you to those participating businesses, OwnerListens Basic will
be absolutely FREE, for life. To take advantage of this opportunity, all you
have to do is claim your inbox at OwnerListens.com today.
Can I have feedback sent to multiple destinations?
OwnerListens currently allows you to register one phone number and
one email per location. You may also receive feedback on the OwnerListens
dashboard at OwnerListens.com. We will add support for multiple phone number
and multiple emails in future releases.
I have more than one
business, can I use OwnerListens with the same account?
Currently, you may only register one business per phone number and email address. We will add support for multiple phone number and multiple emails in future releases. Stay tuned!
How should I respond to feedback?
Listening to customer feedback and replying are key to using OwnerListens effectively. OwnerListens recommends responding to customers in a thoughtful and appropriate manner. Showing customers that you understand where they’re coming from is the best way to show them you are listening, even if you don’t agree with the feedback. Always be polite and thank customers for their feedback. Then, honestly address the issues raised by the customer. If you disagree with the feedback, explain why without being defensive. Customers appreciate sincerity.
I just received negative feedback; what should I do?
OwnerListens recommends responding to negative feedback in the same tone as you would in person. First, listen to your customer; when you reply, do your best to let the customer know you understand what s/he has to say. In your reply, you may perhaps want to ask a question or express how you plan to address the issue. Remember, this is your opportunity to turn a potentially negative review into a positive one.
(OwnerListens reserves the right to refuse, remove, or filter feedback that is inappropriate, contains illegal content or violates our Terms of Service.)
Can I give a type of reward to a customer with OwnerListens?
Yes! You may provide a text-based award with OwnerListens such as a coupon code. In future releases, we plan to roll out new in-app features, including one that will allow you to easily send rewards, so stay tuned!
How can I change my account information?
You can change your password or contact information easily through the OwnerListens dashboard. Simply login to your inbox, click on the change password/contact information links located in the lower section of the page, and follow the onscreen prompts. To change any other account information, just send an email to support@ownerlistens.com with your request and we will respond promptly.
What personal information is stored?
Your name, phone number, and email are the only pieces of information used to claim your inbox. Phone number and email address are only used to route feedback, and are never displayed or shared with customers.
Will customers see my name and number?
No. OwnerListens exchanges no personal information; only your responses are sent to the customer. However, if your messages contain personal information in the text, it will be delivered to the recipient as part of the response. It is up to you if you wish to include personal information in the text of the message. We suggest at the very least signing a message with your first name gives your response a more personal and genuine tone.
Can OwnerListens remove negative reviews about my business that are already on public review sites such as Yelp, TripAdvisor, UrbanSpoon, etc?
No. We do not have the power to remove existing public reviews. However, OwnerListens prevents negative public reviews in the first place. By providing customers a way to privately message you directly and privately, OwnerListens gives you the opportunity to resolve situations immediately. This may even turn a negative review into a positive one. In addition, by getting fewer negative reviews online, your overall online review scores will inherently improve. Join OwnerListens now to keep negative reviews offline and improve your overall online rating.
What is OwnerListens’ Privacy Policy and Terms of Service?
Our privacy policy and terms of service are available here.
Email us at support@ownerlistens.com if you would like a PDF copy emailed to you.
Have feedback?
We believe feedback is a gift, the gift of knowing what is working, what can be improved and how to make things better. Send us your feedback, feature requests and suggestions to support@ownerlistens.com
OwnerListens is a feedback collection tool that allows you, the customer, to privately send feedback, such as compliments, complaints, suggestions, and questions, to the owner of a business. This is a better alternative to posting reviews online because you know a real person who owns the business and cares about your experience is receiving your message. It is also a more fair way to voice your opinion- First, you give the owner a chance to listen to you and correct thing. Then, if you're still unhappy, you can consider escalating issues to a public forum.
Who can use OwnerListens?
Anyone with an iPhone, iPod Touch, or iPad can download the free OwnerListens app from the Apple App Store. (iOS v 4.3 or later is required).
How does OwnerListens work?
Download the OwnerListens application from the Apple app store. You only need to do this once. Once you have the app, you can give feedback to businesses everywhere you go.
To give feedback, open the OwnerListens app and it will find nearby businesses for you. You can also search directly for the business by clicking the search icon. Select the business you want to send a message to, type your message and click send. That's it! Your feedback is sent directly to the registered business owner. If there is no owner registered, the OwnerListens staff immediately gets on the case and works to locate the owner. Among other things, we call the business, we email them, we tweet them and find them on Facebook. We even resort to snail mail if we have to. All this while you remain completely anonymous. Even when the owner responds, your name and number stay private unless you explicitly choose otherwise.
What happens if the owner is not registered?
If the owner is not registered yet, the OwnerListens staff immediately gets on the case and works to locate the owner and make sure your feedback is delivered. Among other things, we call the business, we email them, we tweet them, and find them on Facebook. We even resort to snail mail if we have to.
How much does OwnerListens cost?
OwnerListens is free! Download the OwnerListens app in the Apple app store.
Where can I use OwnerListens?
Currently, you can use OwnerListens at virtually any restaurant, salon, spa, or similar business in the US. If there is a business you don’t see on OwnerListens, email us at support@ownerlistens.com and we will get it in our system.
What type of feedback may I send an owner?
Anything about the business that you want the owner to hear. The most common types of feedback are compliments, complaints, suggestions, and questions.
(OwnerListens reserves the right to refuse, remove, or filter feedback that is inappropriate, contains illegal content or violates our Terms of Service).
Will the owner know who I am?
No. OwnerListens does not exchange, share, or display personal information in any way; only your feedback is sent to the owner.
However, if your feedback contains personal information in the text, this is delivered to the owner. It is up to you whether to include any personal information within the text of your message.
What information is stored?
For mobile app users, the only information stored is your device ID which is solely used to deliver owner responses back to you. Your device ID is never shared with the owner.
What is OwnerListens' Privacy Policy and Terms of Service?
Our privacy policy and terms of service are available here.
Email us at support@ownerlistens.com if you would like a PDF copy emailed to you.
Have feedback?
We believe feedback is a gift, the gift of knowing what is working, what can be improved and how to make things better. Send us your feedback, feature requests and suggestions to support@ownerlistens.com