Week 2 Part A: Communication Between Business & Consumer

Social media has dramatically changed response times to both personal and business issues. People can now receive practically instantaneous online support or advice for a wide range of issues. Depending on one's profile set-up the suggestions and support can come from known or unknown friends. Businesses will frequently follow up on posted problems quicker than in the past. Before social media, one often times spent an inordinate amount of time on hold or had to take time out for an in person visit. 

I researched reviews posted for Frazier Farms, Blade 1936, and SwimOutlet. Frazier Farms has a four star rating from 268 reviews. Almost every review, negative or positive, spoke highly of the bakery and deli departments. The reviews contained a lot of very specific details about the store's stock, quality, prices, and customer service. Some reviews were super positive, while others were extremely picky about specific quantities and the preparedness of items ordered in the store. Blade 1936 has a 4.5 star rating from 420 reviews. Most reviews were glowing, detailed descriptions about the service, atmosphere, food, and drinks. Several pictures were usually posted with the review. Two of the negative reviews were about the pizza and went into detail about what they didn't like. Some of the complaints were genuine complaints about the pizza crust and the uneven cooking. Some complaints seemed preferentially picky like complaining about tomato sauce. SwimOutlet has a 4.2 star rating from 320 reviews. All the reviews I read were positive and discussed the website usability, ordering process, product pricing, and return policy.

When I review a business, I first reflect on the nature of the business and what are the important aspects of it. I always take time to think about what the business does well. My review posts are usually in response to a request, and I strive to keep them positive, fair, and factual. I do post reviews regularly on Goodreads whenever I finish a book. These reviews are literary based and are a critique of certain elements of the book.

It is essential for every business owner to respond to both positive and negative social media comments. If the comment is negative, the complaint should be acknowledged quickly along with a note that a private message has been sent to the customer to resolve the issue. When I read a comment that an issue has been resolved quickly, it makes me feel more comfortable as their customer. Responding to positive comments is crucial too. I would probably create five to ten different, authentic responses to choose from when responding to positive comments. Having a stockpile of ready made responses would help me respond to positive comments efficiently. Some comments I would address with a little longer and personable response. Knowing your clientele is an important aspect of any business. Taking the time to personally respond to your most loyal customers is as important as responding to those with many followers. I would also set aside a specific time in my schedule to review and respond to comments.

Recently I posted a positive review on SwimOutlet for a pair of swim goggles I had ordered. I commented that the product received accurately matched the posted product picture and description on their website. I also commended them on their competitive pricing. The other review I posted was on Amoeba Music. It was a five star review about their vast inventory of CDs and LPS. I praised them on the quality of their packaging and shipping of LPs too.