Barry
09-23-2009, 11:11 PM
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Hi Everybody,
I want to talk about and discuss negative testimonials. One of many functions that WaccoBB.net provides is a way to access testimonials and referrals from our community members for service providers of all kinds. I think most of you will agree that this can be very helpful for the person seeking the service, as well as for the recommended service providers.
But what about when when someone feels they have received sub-standard service? Is that not just as valid and helpful information?
Well... Maybe...
This question was brought to a head in the recent heated https://www.waccobb.net/forums/services-referrals-wanted/57231-creations-amber.html thread.
It's a tricky thing and the easy answer is to just not allow them (If you don't have something nice to say...). But I think we can do better than that.
Let's review some of the problems and opportunities of negative testimonials:
Problems
1) The perceived "problem with the service" may actually be a problem with the customer: They didn't communicate their need/request clearly; They didn't understand what the service provider told them, etc.
2) There may be some personal grudge between the parties.
3) The poster may be trying to badmouth a competitor or a competitor to one of their friends.
4) They may be using the threat of a negative testimonial to extract some kind of concession unfairly.
5) They may just be a misanthrope (https://en.wikipedia.org/wiki/Misanthropy).
And I'm sure there are several other problematic cases. OK, now for the...
Opportunities:
1) "There is no such thing as bad publicity (https://en.wikipedia.org/wiki/Succ%C3%A8s_de_scandale)" This a quote from Brendan Behan (https://www.brainyquote.com/quotes/quotes/b/brendanbeh103369.html), that continues "...except your own obituary." (He also wrote: "The big difference between sex for money and sex for free is that sex for money usually costs a lot less." :lol2:)
Anywho, this is big! As the thread about Amber (https://www.waccobb.net/forums/services-referrals-wanted/57231-creations-amber.html) (a hair stylist in Guerneville) demonstrated, a negative testimonial can often trigger a big outflowing of support and generally a lot of publicity! Amber was discussed on WaccoBB.net most every day for 2 weeks I now know the name of exactly 1 stylist in Guerneville.
2) It's a chance to clear up a problematic situation. If there was some kind of misunderstanding, it's an opportunity for the service provider to address the complaint directly and perhaps provide some after-the-fact customer service the remedies the situation.
3) It gives the service provider valuable feedback so they can improve their service.
4) It alerts fellow community members of past problems with a service provider so they can either avoid them or be careful.
So my take is that on balance, negative testimonials are helpful to the community and to the business. I have established the following guideline (https://www.waccobb.net/forums/waccobb-net-faq/886-posting-guidelines.html) to help mitigate any possible problems with negative testimonials:
10) NEGATIVE TESTIMONIALS: While most transactions between members are quite satisfactory, there are going to be some that are not. Members are welcome to post public testimonials, both positive and negative, about business transactions. Before posting about a problem, please first try to resolve the issue directly with the business. Negative comments should be respectful, include specific details including the full real name of the person posting the testimonial.
Negative comments about private transactions (including listings in our For Sale category (https://www.waccobb.net/forums/sale-free-wanted/)) should be directed to the Moderator ([email protected]). If a member has a pattern of problematic transactions, they will no longer be welcome here.
The key things are to first contact the service provider, be respectful and take responsibility for your post by including your full real name.
I'll be launching a Business Directory for WaccoBB.net which includes community testimonials later this year, so this issue is important.
Any comments?
Thanks!
Barry
Hi Everybody,
I want to talk about and discuss negative testimonials. One of many functions that WaccoBB.net provides is a way to access testimonials and referrals from our community members for service providers of all kinds. I think most of you will agree that this can be very helpful for the person seeking the service, as well as for the recommended service providers.
But what about when when someone feels they have received sub-standard service? Is that not just as valid and helpful information?
Well... Maybe...
This question was brought to a head in the recent heated https://www.waccobb.net/forums/services-referrals-wanted/57231-creations-amber.html thread.
It's a tricky thing and the easy answer is to just not allow them (If you don't have something nice to say...). But I think we can do better than that.
Let's review some of the problems and opportunities of negative testimonials:
Problems
1) The perceived "problem with the service" may actually be a problem with the customer: They didn't communicate their need/request clearly; They didn't understand what the service provider told them, etc.
2) There may be some personal grudge between the parties.
3) The poster may be trying to badmouth a competitor or a competitor to one of their friends.
4) They may be using the threat of a negative testimonial to extract some kind of concession unfairly.
5) They may just be a misanthrope (https://en.wikipedia.org/wiki/Misanthropy).
And I'm sure there are several other problematic cases. OK, now for the...
Opportunities:
1) "There is no such thing as bad publicity (https://en.wikipedia.org/wiki/Succ%C3%A8s_de_scandale)" This a quote from Brendan Behan (https://www.brainyquote.com/quotes/quotes/b/brendanbeh103369.html), that continues "...except your own obituary." (He also wrote: "The big difference between sex for money and sex for free is that sex for money usually costs a lot less." :lol2:)
Anywho, this is big! As the thread about Amber (https://www.waccobb.net/forums/services-referrals-wanted/57231-creations-amber.html) (a hair stylist in Guerneville) demonstrated, a negative testimonial can often trigger a big outflowing of support and generally a lot of publicity! Amber was discussed on WaccoBB.net most every day for 2 weeks I now know the name of exactly 1 stylist in Guerneville.
2) It's a chance to clear up a problematic situation. If there was some kind of misunderstanding, it's an opportunity for the service provider to address the complaint directly and perhaps provide some after-the-fact customer service the remedies the situation.
3) It gives the service provider valuable feedback so they can improve their service.
4) It alerts fellow community members of past problems with a service provider so they can either avoid them or be careful.
So my take is that on balance, negative testimonials are helpful to the community and to the business. I have established the following guideline (https://www.waccobb.net/forums/waccobb-net-faq/886-posting-guidelines.html) to help mitigate any possible problems with negative testimonials:
10) NEGATIVE TESTIMONIALS: While most transactions between members are quite satisfactory, there are going to be some that are not. Members are welcome to post public testimonials, both positive and negative, about business transactions. Before posting about a problem, please first try to resolve the issue directly with the business. Negative comments should be respectful, include specific details including the full real name of the person posting the testimonial.
Negative comments about private transactions (including listings in our For Sale category (https://www.waccobb.net/forums/sale-free-wanted/)) should be directed to the Moderator ([email protected]). If a member has a pattern of problematic transactions, they will no longer be welcome here.
The key things are to first contact the service provider, be respectful and take responsibility for your post by including your full real name.
I'll be launching a Business Directory for WaccoBB.net which includes community testimonials later this year, so this issue is important.
Any comments?
Thanks!
Barry