How 4 Pillars serves their customers
4 Pillars was created in reaction to an imbalanced environment between debtors, creditors, and the debt relief options available. Most debt help companies in Canada were paid or supported by the creditors, making it difficult for debtors to be truly represented and see the full benefit of the debt relief options available. 4 Pillars aimed to change that via several principles.
They never wanted repeat clients. If a client came back to consolidate their debt again, they would consider that a ‘complete failure’.
They wanted to educate their clients. This would differentiate them from competitors. As a result, they worked to create a complete financial rehabilitation program for their clients that they could share with various government departments in financial literacy and non-profit organisations.
They approached clients holistically. As Troy mentioned, “Debt is only part of someone’s financial picture.” 4 Pillars wanted to give them the education necessary to financially succeed beyond debt. This included helping clients with initial first steps, financial goal planning, budgeting, even educating clients on subjects like home ownership and credit.
However, 4 Pillars was having trouble proving their worth to others in the industry. They knew their clients recognised the value the services provided through the testimonials they gave but the debt consulting business has a troubled reputation. As a result, 4 Pillars began collecting reviews on their own but they ran into a few challenges.
The collection process was manual and inefficient
Because 4 Pillars was collecting and publishing reviews, other industry professionals and some potential customers expressed skepticism
Because 4 Pillars didn’t have an automated way to collect reviews, it was difficult to make the most of reviews.
So 4 Pillars needed a way to impartially and efficiently collect reviews to highlight the experience of their customers, continue to build on its reputation, and show potential clients how 4 Pillars valued their clients. More importantly, these reviews needed to give their clients a voice and show others that they have a choice. By opting to collect reviews with Trustpilot, an independent third-party review platform, they were able to show other potential customers what 4 Pillars really stood for.