When it comes to purchasing new products – whether it’s toys, a new dishwasher, or even a pair of jeans, many people immediately hop online to scour the web for reviews. They want to see the good, the bad, and the experiences of other users. After all, people review just about everything – right?
As a society, we are obsessed with both digital technology and ratings and reviews. Just try shopping for anything on Amazon – there are reviews for just about everything they sell, and it’s a go to place for most people to read online reviews. But are we reviewing the right things? Sure, it’s important to know other people’s experiences with a new laptop before you buy it – but what about reviews for the places you are buying from? What’s the return policy and is it a hassle to make a return or get an item warrantied?
Sure, sites like Trip Advisor, a class=”external_link” href=”https://www.angieslist.com/”>Angie’s List, and Zagat exist for hotels, contractors, and restaurants, but what about dentists, doctors, or even banks? You would never book a vacation or go out to eat without reading reviews first, but when it comes to the important decisions, like who’s going to do your root canal or what bank to get a loan through – we seem to just randomly choose from the list of providers close to us without doing some thorough research. You wouldn’t eat or sleep at a 1-star restaurant or hotel, but your dentist might have only 1-star reviews – scary, huh?
84% of people trust online reviews as much as they do friends and family, and 91% of people read those online reviews. So how much research are people doing before they form an opinion – not all that much – only between 1 and six reviews. Of course, reviews don’t always paint the best picture since many people only post reviews when there is an issue, but sometimes that’s all a potential new customer is looking for – what’s the bad and how did the company address the negative review. Did they respond, did they fix the issue, or did they just ignore that unhappy customer?
When it comes to service-based industries, where there isn’t always a product to return or warranty to utilize, choosing the right company becomes way more important that which model lawnmower to buy. A shoddy contractor can cause more harm than good when making repairs to your home and choosing the wrong bank could leave you spending more money on fees per month than money saved for your family vacation.
Reviewing a business is just as important, if not more important, than reviewing a product. With tools like Yelp, Google, and even Facebook – it’s amazing how many reviews and information you can gather about a business from its current customers. A business that was once amazing could be under new management and just isn’t the same, so always be sure to look at recent reviews vs. just the good and bad.
At Litchfield Bancorp we truly believe that Every Customer Counts. We never want our customers to feel like they are just an account number or can’t talk to someone directly on the phone – no automated system here! If you have suggestions on how we can make our business better, we’d love to hear them – give us a call or stop by any of our branches.