Page 4 - Better Business Bureau
P. 4
SPECIAL PROMOTIONAL SECTION
BBB’s featured service:
CONSUMER REVIEWS
Learn what the BBB can do for you.
You’ve probably read restaurant or movie reviews in which the writer simply gives her or his opinion, which is often not a good one. And maybe you’ve thought how nice it would be if the chef at that restaurant or the director of that movie could respond to the critic, so they could defend their hollandaise sauce or plot direction, respectively.
The Better Business Bureau Serving Delaware has taken that approach, which is why businesses can now respond to com- plaints they receive from consumers. For the first time, those businesses can defend themselves or, if the situation merits it, apologize for their shortcomings through the BBB's customer re- view service.
“We found out that consumers are reading reviews almost twice as much as complaints,” says Christine Sauers, the organi- zation's president. “And we’ve found that the reviews are much more positive, which is good for the business community."
A complaint is just that—a consumer is unhappy and wants to express that. But a review can be good or bad and it’s important to show both sides. Plus it gives the business a chance to respond, and that’s important to them.
“So far, the response to this has been very positive from both sides—from the business people and the consumers," Sau- ers says.
Another purpose of the new review system is to make con- sumers understand that the bad experience they had with a com- pany could have just been a bad day for a normally good business.
“We absolutely monitor trends and patterns,” Sauers says. “If we see that a business doesn’t show up on time on a consistent basis or just doesn’t deliver what it says it will, then we can see that as a trend and reach out to the business in question to resolve the problem.
"It also gives us a chance to measure it against other reviews—
BETTER BUSINESS BUREAU OF DELAWARE
2016
FUN FACTS
3,714
# OF CONSUMER REVIEWS POSTED ON DELAWARE BUSINESSES
B4 I www.DelawareToday.com I APRIL 2017
