Monday, April 24, 2017

The New Bully in the Retail Playground

On the internet anything is possible so the running joke "If it's on the internet it must be true" so it ALL must be true, right?


Let's take online reviews and dissect exactly what they are and what they could be. Yes, they are a useful tool for food and tech gadgets but what about furniture? Cars? Clothes? These are items that even if everything went right with the purchase and the customer service was superb, if something goes wrong after that, then all hell breaks loose. We

We know it's easy to be great when everything goes right 
The true test of Greatness is what and how a company deals with things when the proverbial you know WHAT hits the fan. Online reviews can be useful but some are written with a biased and not always factual.

Now let's talk about the bad reviews. 

Lets take our furniture company, we sell sofas, loveseats, chairs and ottomans that are handcrafted with a lot of love and expertise however this isn't rocket science and there needs to be a tolerance allowance. This isn't life-threatening and some people seem to think their issue is the only issue on the planet. They received top notch customer service but a week later if something goes wrong with the furniture then yes, you know WHAT hits the fan. It could be something as small as a stitch out of place or something a bit more complex but suddenly you have a pissed off customer calling and screaming at you. You can do EVERYTHING right and fix the situation but it's not enough...

Then enters the new bully pulpit: Customers on the social media platform.

Let's say we had 5000 sales in a one year period and of those 5000 sales there were 20 reviews online. Whether it be Yelp, Twitter, Facebook, etc. any social media outlet that people can voice their opinion, you are going to get at least one review that is negative. Sadly, that one review will be the one most people focus on.

So I challenge you, the consumer, to go and experience the actual places yourself because everything can be subjective. But I also challenge you, the consumer, if you received good/great customer service and there ends up being an issue afterwards please remember the customer service you received and leave a review that reflects that.

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