They destroy morale and businesses.
These days, many companies have created online rating/review services for a wide variety of things. There’s Google and Yahoo! of course, for just about any business or product that can appear in search results. There’s Yelp for local businesses and there’s Urban Spoon for restaurants. Angie’s List, which I’ve never visited, even advertises on NPR. Hell, back when I was writing Quicken books, even Intuit tried to get into the act — although I’m not sure how that went, considering how completely saturated the review market is.
There are also product ratings systems on many online services. All the online booksellers — Amazon, Barnes & Noble, etc. — have them. There are rating systems for computer applications built into services such as CNET Downloads and Mac Update. Even Apple has online ratings for the products it sells, from hardware and software in its Apple stores to iTunes content, to iOS apps, to iBooks.
Frankly, these days you can’t shop for a product, company, or service online without being bombarded with people’s opinions of said product, company, or service.
And therein lies the rub.
What Are Opinions?
Reviews are a matter of opinion. And, on the surface there is — or should be — nothing wrong with opinion. After all, everyone is entitled to an opinion.
In a perfect world, a person would research a product, company, or service to determine whether or not it should meet his needs. If he decides that it does and gives it a try, he becomes entitled to form his own opinion on that product, company, or service. His opinion should be based on how well the product, company, or service met his needs, based on his expectations, which should be drawn from his research. It should also be based on his actual experience with the product, company, or service.
Sadly, only a small fraction of reviewers these days seem to understand this simple fact: you are not qualified to form and share an opinion of a product you know nothing about, or one that failed to meet unreasonable expectations.
Suppose you like cherry pie. You do a bit of research and determine that nearby ABC Pie company sells pies. You go to its website. You learn that they have won awards for their pies at the county fair for the past ten years. You learn that they appeared on a morning talk show where they talked about their pie-making techniques — and they even have a video clip on their Web site for you to watch. You learn that they have all natural ingredients and that all of their fruit pies are made exclusively with fresh, US-grown fruit. You drive over to their pie shop and are amazed to see a line coming out the door of people who have come to buy pie. You wait fifteen minutes on line. You get to the counter and ask for a cherry pie, to go.
The woman at the counter is friendly, but tells you there is no cherry pie. She’s apologetic when she reminds you that it’s February and they are unable to get fresh cherries until June. She reminds you that all of their fruit pies are made with fresh fruit. She tries to interest you in some other pies, but you want cherry. She apologizes again and says she hopes you’ll be back in the summer. After making sure there’s nothing else she can help you with, she moves on to help the next customer.
You’re upset. You feel that you wasted your time going to a pie store to get a pie you think they should have had. After all, you assumed that a pie shop would have cherry pie.
Are you qualified to get on Yelp and bash ABC Pie Company for disappointing you? For making you wait on a long line? For having terrible pie?
Of course not. You had unreasonable expectations — based on your own research! — and you never actually tried their product.
Besides, if cherry pie was the only thing you’d buy, why not call ahead to make sure they have it before taking the time to visit?
To get on Yelp and fire off a one-star rating and a review that bashes ABC Pie Company for the long line and lack of cherry pie would be unfair. To further tarnish the company’s reputation by insinuating that their pies weren’t good or that the woman at the counter was rude would be tragically unfair.
Yet people do this all the time on Yelp and other review services. And it hurts businesses.
And that brings me to the motivation of today’s post.
I am a Victim
One of the things I learned early on a writer was to not read reviews of my books. The reason: although many of them were fair — positive and negative — there were always a handful of unfair reviews that would get my blood boiling.
The earliest of these was back when I wrote my first Quicken book in the late 1990s. The Amazon reviewer gave it 1 star and said that it didn’t include anything more than what you’d find in the manual. This was blatantly untrue. The book included several lengthy sections with advice on finding mortgages, reducing debt, shopping for insurance, and calculating loans. I wrote this original material at the request of my editor, who wanted the book to provide information to help readers get their finances in order. I drew upon my accounting experiences as a small business owner, as well as what I learned in college business courses. I created photo-copyable worksheets, each of which appeared in the book. None of this content was in the product manual. It was clear that the reviewer had never read the book — and possibly never even opened it. Yet, for some reason I couldn’t discover, he had taken it upon himself to bash the book and publish outright lies about it.
Talk about unfair!
I appealed to my publisher and they went to Amazon with the facts. The review was eventually removed.
It was then that I decided to avoid reading reviews of my books.
But sometimes reviews get in your face. Yesterday, I checked the listing for my iBooks Author book in the iBookstore. I don’t even know why I did. And I was shocked to see a one-star review where the reviewer had taken the time to do some book bashing. His complaint: the book wasn’t written with iBooks Author. He claimed that it was impossible to write the book without using the software to write THAT book. (Almost as if he didn’t think I’d ever used the software at all.) I guess he never considered that the book provides instructions for creating another book with iBooks Author. Or maybe that’s not good enough for him.
It’s almost as if he’s suggesting that when I write a book about Excel, I should write it in Excel. Or when I write a book about Photoshop, I should write it in Photoshop. (A picture book, I guess.)
I should mention here that nowhere in the book’s description does it say that it was written with iBooks Author. Obviously, he had unreasonable expectations. (Kind of like assuming there’s cherry pie when there’s no reason to believe there should be.)
So he bashed the book. Even said “don’t waste your money.” As if the content didn’t count for anything because it wasn’t written in iBooks Author.
(Don’t waste your money on this Toyota because it wasn’t built in a Mercedes factory.)
Why would someone do such a thing?
Is he stupid? Does he simply not understand what a review is supposed to be? A summary of how a product met reasonable expectations?
Or just inconsiderate? Does he have a mean streak that makes him want to hurt people by making unfair comments in public?
Or have it in for me? Is there something about me personally that he doesn’t like? Something that makes him want to hurt me?
Does he understand the impact of his actions? My book had steady sales for four days in a row, but after his “review” appeared, sales dropped off. While I don’t know for sure if his “review” caused the drop, what am I supposed to think?
And what am I supposed to do?
I should mention here that the only other review (with words in addition to stars) was a five-star review that had glowing praise for the book. (And no, it wasn’t written by me or any close friend.)
Obviously, I’m going to try to get Apple to pass judgement on the review. I think I have a case, but I don’t really think Apple will do a thing. As I mentioned at the start of this post, things like this happen all the time. Apple would need a full-time staff just to handle complaints about unfair reviews.
I’ll just have to live with it and hope potential buyers can see just how unfair it is.
And if you think book reviews have been the only source of angst for me, think again. This telemarketer’s “review” was so over the top, I had no trouble getting it removed.
Fight Unfair Reviews
As a business owner and author, all I can do is present my case for the other business owners and authors out there. Many of us work hard and seriously do our best to make customers and readers happy — or at least satisfied.
If you have a legitimate gripe about a product, company, or service, by all means, share it. If a product, company, or service did not meet your reasonable expectations, tell the world.
Throughout the years, I’ve gotten feedback about my work from people who have read and commented on my work. Not all of it was good. In every case possible, I took the negative points — the fair ones, anyway — to heart and used them to improve my work in the future. I’ve added new content to later editions of the same work, I’ve changed the way I present certain material. I want my work to be the best it can. I want my readers to be happy with my work. Legitimate, fair reviewers can help me — and others — be the best we can be.
But unfair reviews don’t help anyone.
See an unfair review online? Mark it unhelpful or report it (if possible). Weed out those unfair reviews so the fair ones get the attention they deserve.
Small business owners are depending on it.