The Power of a Review
By Emmalee Crispin
I’m not really into New Year’s Resolutions... however I did set myself a little challenge for 2022.
In a world where smartphones are at our fingertips, we tend less to venture out and experience things for ourselves. The smell of a good cafe enticing you in and the friendly staff behind the counter welcoming you with warm smiles are quite often a thing of the past. We tend to opt for convenience and often turn to the top result from a Google search if we are in the market for something.
This year, I made a pact with myself to take the time to share my positive experiences in everything from accommodation, food, trades and services, and to specifically take the time to leave a review.
A few years ago, my car ended up with a punctured tyre. With my spare also flat, I rang the first tyre place I could find and arranged to book it in, letting them know a tow truck would drop the car in. The gentleman on the phone checked my suburb and told me there was no way he could let me organise a tow truck for a simple puncture. He lived nearby and would pop over on his lunch break and put his own spare on to get me to the workshop. I was new to town and completely gobsmacked by his generosity. Ever since then, that ‘extra mile’ he gave that day has stuck with me. At the time, I wrote a lengthy Facebook review of how impressed I was, I’ve now been back countless times and since referred many friends. His gesture gave him a permanent client - I have never price checked anywhere since because if you have great customer service why would you go anywhere else!
On the business side, I’ve been on the receiving end of the effect a positive review can have. I am part of a fundraising group that raises money for brain cancer. We were quite small, with a few likes on Facebook. But in 2018, a positive review sent us viral. Within days, we had hundreds of likes and orders upon orders for our products. It boosted us and gave us a lot more public support and in turn, we more than doubled our usual fundraising goal for the year. The effect was, well viral!
Whether you love it or hate it, social media is the way of the world. As a business owner it has never been more important to engage with these social media platforms and seek positive reviews as this will enable your business to grow and can help the community as well. It’s great feedback for a business to have themselves or a staff member praised but even more so, it’s where people like myself will find inspiration to try new places or remind me to revisit great places again. I’m 100 times more likely to visit that restaurant from the picture shared of the amazing food, or the auto shop that is regularly being praised for helping source the right parts.
I’ll be honest - unless I have had an exceptionally bad experience, I don’t tend to leave negative reviews. I accept that sometimes we have an off day or that pressure can sometimes play a factor in customer service so a crippling negative review is not the way to go. Others don’t always have the same opinion though and in a keyboard orientated world, they can often be quick to point out the flaws. Businesses also have to deal with the bandwagon mentality; in recent times one bad review has gone viral and thousands will jump on behind their screens criticising and leaving poor reviews without having ever been there. It’s a dangerous fine line and can easily be the make or break for any small business. A quick response to these reviews can (most of the time) prevent it from going further as people just want to be seen.
It’s also why it’s all the more important to take that few minutes to give a shout out for any great service you do receive. To make a Google or Facebook review is simple. First find the business on Google or Facebook and click the review button. You will need to have a google or Facebook account and then all you need to do is follow the prompts. It could really make a businesses day.
Work is a necessity for the majority of us but to feel appreciated is priceless. Showing your support of great service is sustaining your town and keeping locals employed. It only takes a few minutes to leave a positive review, but that few minutes can help shape the future of any business.
So don’t hesitate - if you have experienced something great shout it from the rooftops! It’s like the saying goes... in a world where you can be anything, be kind.
A Coffee With... Grace Schlager
Grace Schlager is the Director of Schlager Architects and owner of SA Design Collective, a furniture store and design resource.
Kym Arnold and Caitlin Davidovic sat down with Grace to discuss her journey to success and the benefits of adopting an Architect in our everyday lives.
Read our coffee with or listen to the full interview in our latest podcast.