Rotman’s Furniture makes up for lost time with text messaging. The Challenge No one likes to get a negative review, especially when your business is focused on delivering high-quality customer service like Rotmans Furniture. Despite having a vast majority of its customers leaving the store satisfied, Rotmans struggled to garner quality reviews. That was until David Rotman of Rotmans, started to reach out personally to every individual who had ever left the business a bad review, dating back as far as 2011. David would offer an apology, do what he could to rectify the situation, and when he was sure that they were satisfied, he would ask if they would consider revising their review. This practice helped Rotmans significantly improve its online reputation and resulted in a 20 percent increas

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