As with my views on social media in general, I believe its impact on businesses can be positive and negative. On the one hand, we've never had such close contact with businesses, and peer reviews are priceless. Before, you could complain, but no one would really see it. Now, it's noticed right away (by both the business and consumers), and businesses really have to pay attention to their customers' needs. On the flip side, people can be unfairly unkind and vindictive for seemingly no reason. I certainly think it's harder on small businesses (for huge businesses like airlines and such, I don't mind if people write negative reviews all day! haha), but it's hard when small businesses are impacted negatively by unfair reviews.
Sometimes I'm skeptical of the reviews I read because I wonder if people were paid to write them. I wonder about the motivation in general. But overall, I find them very helpful (not to mention sometimes very entertaining).I personally don't usually write reviews, but now I realize I need to more, especially since I often benefit from them (I ALWAYS read Amazon reviews)! In the past, I've mostly written reviews when people asked me to-- for our mortgage broker, realtor, etc. I think I've only posted positive reviews, and my comments are always factual.
If it was my own business on social media, and I had the resources, I would hire someone just to do social media and to respond to every comment (positive or negative) with a GENUINE response. In the review I posted today, I read a lot of the other comments, as well as the business's response-- and they genuinely seemed to appreciate both types of feedback. I don't know if they take them to heart in terms of making changes, but I think it's positive that they acknowledge them at least.
I reviewed two businesses I use often (in Google reviews): Vigilante Coffee and Pilgrim Children's Center. Here are my reviews:
Vigilante:
I did not think Oceanside needed another coffee shop, but I was wrong! This is my new go-to spot to work, hang out with my daughter and get coffee to bring to the beach on weekend mornings. I also buy bags of your coffee to gift to friends when we visit them in other cities. Everyone is super friendly here and the coffee is GOOD GOOD GOOD. Love the rewards program too. The only thing I need? A women's size version of your tie dye t-shirt
Pilgrim preschool:
My daughter went to Pilgrim last year, and we absolutely loved it. Everyone on staff is so kind, the teachers are wonderful, and my daughter came home every day talking about what she did--artwork, playing with friends, learning about butterflies, etc. It's a special place for kids.
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