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Advice for the Entrepreneur: Lee’s Tip #39

04 Jun 2013 Uncategorized

I enjoy writing reviews for Yelp and Travel Advisor. It’s a good feeling to give a company a realistic review that will help my fellow diners or travelers. Because of my background in news, I take pride in giving “swag-free” reviews — meaning I don’t tell the restaurant that I’m doing a review in order to get free appetizers, etc. Recently, one of the companies for which I review sent me luggage tags that say “(their company name) Reviewer”. Supposedly, if you have these on your luggage, hotels will treat you better on arrival and during your stay. I threw them in the trash. This practice hurts the entire feedback process. If they’re nicer to me than they are to someone who doesn’t have these luggage tags, then how does this help create good customer service? Customer feedback systems are supposed to help raise the bar for customer service. Nowhere has this worked better than in the eBay community. It is the first thing I look for when I’m buying on eBay: how other customers feel about this seller. The power we have as buyers on eBay is phenomenal; and as sellers, we should embrace the feedback process. If we’re doing all that we can to serve our customers well, we’ll be the beneficiaries of the feedback system.