1,096 — Improving Online Reviews

Many people look at reviews online before making a purchase. Learn more in this episode.
Slow dialog: 1:08
Explanations: 3:42
Fast dialog: 15:50
Jerrise: Okay, you were right. We need to do something to improve business. Do you think we should take out an ad in the local newspaper?
Russell: We could do that, but I think a better strategy is to improve our online reviews.
Jerrise: Who looks at websites with unsolicited reviews? I’m not convinced that’ll help us.
Russell: Lots of people look at reviews when choosing which business to patronize. Right now, we only have three stars out of five, and that’s hurting us.
Jerrise: It’s hard to believe that adding a star will really improve our business.
Russell: Believe it. And those mediocre reviews we received last week? We should respond to each one and try to make it right.
Jerrise: Those reviews were written by a few disgruntled customers. We’re always going to have a few whiners.
Russell: Yes, but now they’re much more vocal. If they’re not happy with our service or product, we need to compensate them for their bad experience.
Jerrise: That would put us out of business!
Russell: No, that’s an investment in our business reputation.
Jerrise: What you’re saying is that we need to bribe people to write good reviews.
Russell: I wouldn’t put it that way, but we should recognize that crowdsourcing is the wave of the future and we need to move with the times if our business is to survive.
Jerrise: All right. I guess we can try that.
Russell: What are you doing now?
Jerrise: Writing my own review. I’ve always given myself excellent service!

Script by Dr. Lucy Tse