Until last month, we'd been sitting on something a little uncomfortable - our Google reviews. They were very visible, but weren't accurately portraying the business we know and love.
We had nine reviews - most were several years old - and an average rating of 2.9 stars. Not ideal.
While it wasn’t a huge number, the platform is public, prominent, and, quite frankly, hard to ignore when it pops up every time someone searches your name.
So why the low score? The reality is, as a DMS provider, we’re not exactly front-of-mind for glowing online reviews. We’re a behind-the-scenes service. When we do our job well, everything just works. And in most businesses, when things are working, no one thinks to jump online and say, “nice job”.
On the flip side, we had a few customers with frustrating experiences in the past and they were motivated enough to vent in public (we get it - frustration fuels action).
We wanted to do better. Not through invented ratings, but by giving a voice to the customers we talk to and support every single day - the ones we know we’ve helped, the ones who rely on us and, hopefully, appreciate what we do.
So in April, we ran a simple little promotion: leave us a Google review - good, bad, or anywhere in between - and you’ll go into the draw to win one of two Amazon vouchers.
We didn’t push it hard; we just invited. When someone called our support team, once we'd dealt with the issue, we'd ask if they were happy to leave us a review and enter the draw.
The response? Wow! We were absolutely blown away.
In just a few weeks, we increased our 9 reviews to 55. But more importantly, we now hold an average rating of 4.6 stars. We know that’s just a number - but what’s behind the number matters a great deal.
Reading through the comments was actually quite moving. As the person who leads our support team I already know how good these people are. I see the way they work - patient, thorough, and genuinely dedicated to helping our customers. But to see those same qualities reflected back in dozens of heartfelt comments from real users... it honestly brought a tear to my eye.
So this is a thank you.
First and foremost, thank you to our amazing customers. We know it’s not every day someone takes time out of their busy schedule to write a kind word online. The fact that so many of you did, and with such thoughtful, encouraging comments, means more than you probably realise.
And to the Titan support team - you’ve earned every bit of that praise. Day in, day out, you show up with professionalism, good humour, and a commitment to getting it right for the customer. I couldn’t be more proud of the work you do.
Maybe we’ll run the promotion again later in the year - but for now, we’re just incredibly grateful. And it feels pretty good to see the real Titan story show up when someone types our name into Google now.
Thanks, Mark
Published:
May 30, 2025
Updated:
May 22, 2025
