Service Magic is a website that connects homeowners to relevant and rated home improvement, repair and remodeling contractors. The site prides itself in knowing what its customers need.

“What really sold me on their service was that they called me today saying that my request hasn’t yielded any results and asked if they could help in broadening my search to get results and to search out any other services that I may need.”
Jason Law, Sr. Interface Engineer

An organization that calls to inform you that they aren’t finding any results is taking a risk, but an organization that doesn’t call at all is taking an even greater one. It’s too bad that Service Magic isn’t able to realize how customer service doesn’t just apply to the homeowners they service, but also to the contractors. A quick search on Google will take you to a forum on Pissed Consumer:

“I’m currently a SM contractor and I’M pissed off too!!! Here’s a truth, they removed the contractor forum on the web site because too many contractors were slamming service Magic… I have been telling them that if they continue to bite the hand thats feeding them (us Contractors) we’re simply going to leave & go to other REPUTABLE services…”

Companies need to learn that customer service shouldn’t just apply to the end “customer”. It needs to apply to anyone with a keyboard, anyone with an opinion, who could take their bad brand experience to an online forum.