Rather Than Calling The Lawyers, Why Those Upset At Bad Online Reviews Should Chill Out
from the there-are-better-responses dept
Over at Slate, Farhad Manjoo, is making a similar point, in responding to some recent threats made by companies against TripAdvisor and Yelp, over reviews that restaurants and hotels don't like. Manjoo's basic message: chill out and recognize that most people aren't stupid, and that, in context, these particular reviews are unlikely to have much of an impact, because most people are not influenced by a single outlier of a review, but the general sense in all the reviews:
When we scan reviews online, we aren't looking for gothchas--outlandish, one-off tales of awful experiences. Instead, we look for patterns. We make judgments based on the themes that emerge from many reviews, not from the crazy charges that appear in one or two. As such, there's an obvious way for businesses to improve their online standings. Rather than trying to suppress a few negative reviews, they ought to work like mad to offer the kind of service that inspires a whole bunch of positive reviews.In other words, the one-off disgruntled person isn't likely to have much of an impact anyway, and if the overall theme of all of the reviews is so negative, then it suggests that there is a real problem that you should work on fixing.