Hello everyone, this weeks discussion is a bitter sweet topic for me and I believe my opinions might be somewhat controversial, but before I start I'd like to disclose that I love a good debate and don't take any of this personal so I invite everyone to speak their mind and please don't take offense to any of my opinions. With that being said lets explore this topic!
In the past I have experienced trouble communicating with businesses. As frustrating as spending hours on hold or taking time of your day to drive somewhere I'm old fashion in the sense where I prefer to physically speak to someone or talk to a real person on the phone over sending and email, text or post. As far as communicating negatively via social media is something I have never done and am completely against. I have promoted businesses or expressed my gratitude for a service before but as frustrated as I was I could never bring myself to wright a negative review.
In theory I agree with the idea. Social media has brought more power to the consumer than ever over a businesses image and that should be a good thing. The problem I have is that far too often that power is abused. Most of reviews are written by customers who had a bad experience even if they are the minority. Even though I've only had positive experiences communicating on those platforms I also have been on the other end of it. I have worked for and seen businesses bend over backwards for a high need / low profit client just out of fear of a negative post. Ideally I would not want to do business with such a person.
Unfortunately that increase in power has come at the cost of the entrepreneur's freedom to do business with whom he or she chooses. Despite the fact that I disagree with it, if it was my business I would do exactly what everyone else is doing. There's supposed to be a choice but unfortunately in todays economy if you don't play the game your business won't survive!
As a business owner, I'd love to have more customers like you who shows your gratitude for their services/products. I'm pretty much like you that I never once write a negative comment since I totally understand the companies or their employees that everyone has a good and bad day because we are still human beings not a robot creating perfect goods or having a great manner at all times.
ReplyDeleteI very much appreciate your preference to communicate over a phone or in person. You can more properly asses a situation by body language, facial expressions etc. BUT, in defense of social media reviews, the reality is that a huge majority of people don't think like you and prefer to hide behind their digital equipment. You seem like you're open and willing to accept this with your business so I think a happy marriage of in person/phone to social media use for your business will suit you fine. You are SO right about people mostly leaving negative reviews. It's easier to complain than to take the time to sit and thank a business for their services or products. But there is huge potential via social media to incorporate leaving a positive review. There have been multiple times I've done business with someone/somewhere and had such a great experience they used that opportunity to reach out asking me to please leave a positive review! So it can be done, but very very few business ask for that, and if they do it's a sign on the window or something non personal.
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ReplyDeleteHi Felipe, You pointed out something that is so true about businesses should have a to do business with whom/how they want to. There is always going to be those complainers who are looking for discount or freebie and will look for any reason to complain. I am one of those who would just die if I got a bad review. It seems like some places do not care and they still stay busy. I guess it may also depend on the industry and demand. I agree with you I do not leave negative reviews, I would feel bad even if they deserved it. It is true we all have off days or things do not go as planned beyond anyone's control.
ReplyDeleteFor me, The only times I have left negative reviews is if the business has gone beyond bad and into abusive. I have left an equally number of positive reviews.
ReplyDeleteI enjoyed reading your point of view.
I am all on your side! Its nice to have a more personable experience rather than through social media, especially if there is an issue. Unfortunately, like you said if you don't conform, you will not survive. Im sure it will get better.
ReplyDeleteFelipe,
ReplyDeleteThe internet is fascinating, but the people experience and skill are great. I enjoy too having a person to talk to when I have a problem with a business. The good thing is that when they are closed or its the weekend, I have the internet to communicate with them.
Have a fabulous week!
Jasmin
Have a fabulous week!
Jasmin