King Tuts wrote: ↑
Tue May 14, 2019 1:52 pm
It's an interesting topic really. I do quite a bit of shopping online and many times have to rely heavily on what consumers say. I'm always wondering how accurate they are. I think that maybe companies should show their approve/deny ratio. That would be interesting but again, maybe that can also be manipulated haha.
Here's a business idea for someone. Have a company that looks after the comments or reviews on the actual site to show credibility. It's an interesting idea and I think one that would take off.
I would assume that consumers in this market would feel a hell of a lot better knowing that every comment on the site was not manipulated and or cherry picked.
Most companies/entrepreneurs who are in it for the long haul to build their brand/rep will take their reviews very seriously looking at them from an unbiased perspective (shoes of the customer), while some sellers will take negative criticism/reviews very personally the more prosperous ones will make sure to vet the negative reviews first to make 100% certain you are not removing/hiding legitimate feedback that you should instead of deleting it should be learning from to make improvements moving forward.
I do selling on eBay, as an example you are not allowed to edit/modify your feedback received page(s), if a customer leaves you a feedback that is not positive you must first reach out to the customer to try to have them willingly remove/revise the feedback. eBay has done years of market research on this subject, when it comes to having feedback revised they put in place limits you're allowed 5 revisions per 1000 sales I believe. The reason they put a limit to customer approved revisions in place is because they found given the opportunity sellers would exploit the revision system by continuing to use deceitful sales tactics intentionally selling counterfeits as real etc (one example) then when the odd customer actually notices/complains only then the seller steps in to provide a refund which automatically prompts a negative feedback to be removed as if it never happened. So by not putting a feedback revision limit in place bad sellers are able to continue selling counterfeit/bad products/practices consistently while maintaining a 100% positive feedback rating simply by refunding the small % of customers who notice/complain.
In the shoes of the seller if the customer enters a feedback which is downright false, sometimes intentionally so but sometimes unintentionally/ignorantly, again it is best to reach out to the customer to try and understand their reasoning whether you believe them or not. After reviewing the facts if you feel the customer is trying to extort you or their negative feedback was untrue you may then escalate to eBay mediator who will make a decision.
I have been a seller on eBay for 9 of the last 12 years now with multiple accounts & 10s of thousands of transactions, generally only 10-20% of the sales will leave you a feedback. Customers are enticed with the photo's/description/prices, they see the 5 star reviews & fantastic testimonials & it gives them more comfort to place an order thinking "everyone before me says they loved it" etc.
The business of "MoM's" is not exactly legal or regulated so right now for many operators there is no concerns about them getting a low score from the BBB nor do they feel they have any enforced legal ethical obligation to the customers.
I actually like the idea of having a 3rd party mediator company similar to the BBB for MoM's, as of right now many customers who get conned or receive product not as advertised etc, they will just write it off and keep it in mind for their next purchase/move on since your only alternative would be to publicly complain/call out a "criminal" who has your personal information often over a few hundred dollars is not worth it.
A 3rd party mediation/review company similar to how eBay provides a report function as well as enforces feedback revisions would be a way for unhappy customers to express their complaints without fear of repercussion from the original bad dealer, this would help to weed out the bad business practices being used by some companies not being brought to light.
My 2cents and I would be happy to discuss the idea further with anyone seriously interested in that idea