A renewable 30 day time limit until answer is automatically accepted!
I assume a large portion of JA's cash is from deposits made by customers who ask 1 question, get the answer they wanted, close the window, and then never return to the site.
In that scenario, the customer receives the answer that they paid for, JA receives 100% of the deposit, and the Expert receives $0 for their work. "UNJUST!" I say.
A better option for everyone (including JA) would be to:
1.) Add in terms & conditions that the customer will have 30 days to rate/accept/decline the answer, or request a refund for the deposit.
2.) Send email warning the customer that the time is almost up and if the customer needs more time, all they have to do is log on, click a "restart timer" button, and they will be given an additional 30 days to take action.
3.) The 30 day clock then restarts. They can do this an unlimited number of times.
This proposed solution will ensure that the customer retains complete control over “accepting” the answer. Therefore, the site maintains its commitment to superior customer satisfaction. However, it will prevent the Expert from losing time and money on the "one time customer" who never returns to the site to pay the expert.
I understand that JA sends out reminder emails to accept the answer. This does not solve the problem because many customers (people like me) do not use their primary email address when registering on sites like JA. Therefore, those reminder emails end up in a junk email account, never to be read by the naturally apathetic "one time customer."
I honestly believe this system will benefit everyone:
1.) First, and primarily, the customer. If Experts know that this problem is fixed, they will put in more time and effort on every question....especially for first time customers with a 0/1 acceptance rating. Therefore, customers will receive higher quality answer and have a higher level of satisfactions.
2.) Second, for the JA site. With quality, comes repeat business. Repeat business creates more revenue. More revenue creates more funding for marketing which leads to more business....so on and so forth.
3.) For the Experts. Getting paid at a higher rate for our time and work would be great (and is justice for all)!
I believe implementing a system like this will significantly benefit this business. If it doesn’t (highly doubtful), we can always go back to the current system.
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Sally Grottini commented
That's a good idea. I have seen many read and runs since my 15 years here and nothing was ever addressed like this for the expert. I would also suggest that sometimes , such as in my category, the customer comes in already frustrated and angry and many walk away that way. That does not mean their answer was not thought out and correct, it means they were not going to hear what you had to say in the first place. Meanwhile, I gave up a good amount of my time going back and forth with them. JA hired professionals, they did the background verification's, yet they don't trust us enough to give a forthright answer for them. I would say you want to run it like a department store, then pay for the merchandise you bring home, if not satisfied you are able to return it up to 30 days. Then at least this is fair to experts that put in long hours and fair to the customer.
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Anonymous commented
I would say 7-14 Days is more than enough time for a customer to return to WHAT THEY STARTED to either rate the expert or be kicked off the question...
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Russell commented
I disagree. This might simply lead to more customer refunds... and ultimately to less for the company and less for the Expert too.
In detail: email reminders are sent, now. Step 2 of your first set of 3 steps is...an email reminder! and your argument is that it will end up in junk mail, if it is an email reminder. I invite you to review and refine your suggestion (if this doesn't end up in your junkmail :) ! if you review this at all...?) -
Bart Simpson commented
This might be a good idea if the customer has viewed the answer and then gone off into cyberspace. JA already has a 30 day refund policy in their stated terms and conditions, although it appears to be "squishy" at best because refunds will be issued at any time, even months or years later.
I definitely think it would improve morale with experts, but might be perceived by management as a "forced accept" something they have stated again and again they won't impose on the customer...
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Anonymous commented
I think this is a good idea, but possibly hard to implement by Pearl. Every time they do a major work over, it causes bugs and problems, so changes need to be made judiciously.