Dear M & M: Why should I care about online reviews? – George
According to a recent study by Yelp, “92% of consumers now read online reviews before making a purchase.” It might be good time for all small businesses to start caring about what is said online. When consumers are looking to find trusted local businesses, they look at what other people have to say.
An online review can provide a person looking to make a purchasing decision based on an unbiased viewpoint on what any business is really like. At the same time online reviews give the business an opportunity to solve a problem if someone leaves a bad review.
As a possible new or existing customer, I like seeing what the business does when a problem occurs. Did they fix it, ignore it or cause more problems arguing about it? No one wants to spend their money on a bad business that doesn’t care.
Paying attention to online reviews is an opportunity to find out if you are doing something wrong and gives you a chance to fix it. I leave you with two quotes. Your most unhappy customers are your greatest source of learning. ~ Bill Gates.
Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. ~ Donald Porter