Editing customer reviews...ok or not??

[WhiteRabbit]

Hi all,

We've had a few reviews where although the product review was good the customer took the opportunity to grumble about the service.

Would you say it was ok to edit the review based on the grounds that it's supposed to be a "product review" and not a product/customer service review??

As a customer, which would irritate you more - having no review up or having an edited review up?

Interested to hear your thoughts.

Cheers,

Giles

[Gillf]

Hi Giles

Reviews! Love 'em and hate 'em!

Over the years we've mostly had good ones, less than one a year have a gripe and in each case those have been unfair. We have chosen to put them up (with a bit of teeth gnashing:mad:) and after a bit of soul searching, with the exception of just one which was so grossly unfair, not only to us but to our supplier, it would have been mad to put it up.

Having a few less favourable reviews does give balance but they should be fair and reasonable.

Do you think your service needs improving?

You could put the review up and just add a company comment at the bottom, that you have reviewed systems or whatever and this problem should not occur again and thank the customer for pointing out the issue. Just a suggestion.

Gill
Silk & Sexy Lingerie for Mother's Day? (http://www.ever-so-sexy.com)

[Mike]

We don't use the Bluepark review system but I would never post a poor review.

If this puts the slightest doubt in someones mind it could lose you a sale and you know, by some of the reviews you have received, how picky some people can be.

I would just delete a poor review but certainly take note and review systems where necessary.

[Jonathan Read]

If the review is constructive and valid - put it in (with a company comment where necessary).

If its a rant or unfair review leave it out and reply to them directly. Most of these we find can be resolved with a phone call - funny, when using faceless email, how some people feeel easier having a good go, but are so different when you speak to them directly!

I always try to change the spelling mistakes (loads of them!) and grammer before letting them go active!

Regards

[Mike]

grammar

(Sorry couldn't help myself!) ;)

[WhiteRabbit]

Thanks for the feedback so far.

Yes, the service could be improved...the issue is that basses (for instance) come in lots of colours and options so we order in, rather than hold stock. Usually they take 5 days to arrive but can take longer...problem is if they don't appear as in stock, punters won't buy.

So it's mostly grumbles about the delivery timeframe (and in this case it was warranted).

The music retail industry is notorious slim on margin and much larger companies than ours have bitten the dust long before the current 'difficulties' by holding stock and it not shifting.

Trends change rapidly so it's really hard to guess what's going to be in vogue and with an average bass costing about £800 it's a lot of capital to hold.

I'll talk with the sales guys and see what can be done to improve communication.

Cheers all,

Giles

[Jonathan Read]

grammar

(Sorry couldn't help myself!) ;)

I'm normally so careful - honest :D!

Regards

[powertoolworld]

[quote=***********;4285]Thanks for the feedback so far.

Yes, the service could be improved...the issue is that basses (for instance) come in lots of colours and options so we order in, rather than hold stock. Usually they take 5 days to arrive but can take longer...problem is if they don't appear as in stock, punters won't buy.

We had the same problem so we use SPO in the stock quantity and changed the language manager to read "Delivery 3-5 Days" in the SPO section.

This solved alot of problems we had and the customers appreciated the honesty. The comments have been very positive because many customers know that they may have to wait for the more specailist items.

[pinkypie]

Yes, I also changed the wording in the Language Manager on the SPO and mine reads 'Available to order, please allow 3-10 working days for dispatch'. To be honest it does not seem to have put many people off and business is increasing, it seems lots of people are doing the same in the undies business right now so they are not holding stock.

The one thing I would note is that you use the word 'dispatch' and not delivery and 'working days' not days as if there is a problem with the delivery side, or if you dispatch on a bank holiday weekend and it takes longer, people cannot moan.

I used to get a few emails asking where goods are and since adding this wording I have had none. I also changed the word Pending to 'Processing' as the order status in Language Manager and this seems to have worked onders too.