An issue for hotels, restaurants, in fact all businesses, is the damage a small number of negative reviews on the Internet can do to a business. Though some sites, like hotels.com and Amazon, attract both positive and negative reviews, there are many sites that exist for the sole purpose of attracting complaints.
I looked up the Radisson Lackawanna Station Hotel in Scranton on hotels.com. Its overall rating is: 4.0 / 5, Excellent.
The first four reviews are terrific … the fifth is terrible … how can that be?
- 1.5.0 / 5 Outstanding “historical and elegant”
- 5.0 / 5 Outstanding
- 4.0 / 5 Excellent “Fun place to stay!”
- 4.0 / 5 Excellent
- 2.0 / 5 Fair “Awful…Hated every second of it.”
If you were considering a stay at the Radisson, you could reasonably assume the first four reviewers were representative of what most guests experienced; you would be concerned by the unfavorable review but know it could not possibly be representative.
The Radisson is fortunate to have a relatively large number of reviews – 218; but that is how many guests check in a single weekend! So even those reviews are only the tip of the iceberg in representing the experience of thousands of guests.
Unfortunately, for many other businesses, there is no equivalent of hotels.com, with both positive and negative reviews, only sites that seek complaints only. They have no interest in investigating and adjudicating to draw an independent conclusion, nor mediating to find a satisfactory resolution for both the consumer and the business. Why is that?
Therefore the consumer must seek out other sources of information to counterbalance the small number of posted complaints. Fortunately for ExecuJobs, that site is LinkedIn where you can view the 51 Client Recommendations of our COO and Head Advisor, Mark Rich.
If you are considering ExecuJobs for professional career marketing and coaching, compare the few dated complaints with Mark’s Recommendations and see if you do not draw the same conclusion you did about the Radisson – that there is something funny about that single complainer, not to be taken seriously, when all the others are rave reviews.