Reviews and business success: Quality or quantity?

StayAwake marketing

Reviews are important. Should you get obsessive about them?

The other day, a client called me up in a panic. “Someone left us a bad review on Google!” she cried. “We need to get that taken down right now! It’s going to ruin my business!”

When I took a look, I discovered that the situation wasn’t quite as dire as she had indicated: The ‘bad’ review was actually 3 stars, which is more ‘average’ than ‘terrible’; the comment was one of those vague “They didn’t make me feel special enough” whines that people feel entitled to make in these days of Customer Engagement; and it hadn’t triggered a tsunami of “Yeah, they suck!” reviews to follow.

More importantly, my client’s business already had 47 previous reviews, almost all of which were 4 and 5 stars. So the 3-star review didn’t really affect their average too much, and even the most casual skim-through the client’s review history was enough to convince anyone that the ‘bad’ review was an anomaly.


Online reviews are important. As the infographic below points out, 88% of consumers trust online reviews as much as personal recommendations – and they really trust personal recommendations.

This is particularly true for B2C transactions with a large amount of emotional investment attached: People will be less put off by a negative review for, say, a mainstream brand of toothpaste than they will for something that means a great deal to them, like a wedding-related service. After all, buying one dud tube of toothpaste isn’t going to affect The Rest of Your Life the way an inedible wedding cake might.

So what did I tell my client?

First, not to worry too much about one ‘bad’ review. Second, to respond to the bad review by writing her own, addressing the specifics the reviewer had mentioned. At the very least, it makes it clear to other readers that she pays attention to, and cares about, what her customers think. I also told her to encourage satisfied customers to leave their own, positive reviews – thereby pushing down the bad one and making it even more insignificant than it already was.

And then I told her not to worry about it any more. It wasn’t really that bad, it doesn’t indicate a pattern of terrible customer service, and the truth is there will always be someone who goes away grumpy, no matter what you try to do for them.  And anyway, if you saw a business with nothing but stellar 5-star reviews, wouldn’t you think they’d just written them themselves?

Sarah Welstead online reviews


The pragmatist’s guide to Twitter accounts [infographic]

Assessing Twitter accounts

Yeah, it’s been a hot minute.

Most of the time I feel like the Plato’s chair of that cobbler’s children thing: I churn out all kinds of content for other people, all day long, and yet my own blog sits here like a single 38-year-old straight woman who keeps having to go to bridal showers and remind herself that it’s better to be alone¬†than to be with the wrong person.

It’s hard for me to keep telling clients that content and social media and consistency and ‘SEO blah blah blah is so important when I can’t get it together to write a blog post in 5 months. (Confidential to clients: Do as I say, not as I do.) So here is a post.

Some days, I feel like I live on Twitter.

These days, I manage a lot of social media accounts – about 90, all told, with about 30 of those being Twitter. I know Twitter gets a bad rap in some quarters, but I’ve always liked it. There are some fantastic writers (comedic and otherwise) who use it to great effect; it’s a good place to learn about breaking news; it can be an excellent way to stay on top of pop culture; and every so often you have a conversation with someone who’s both interesting and thought-provoking, and a whole other train of thought opens up to you. And it can be a great tool for businesses, brands and people to build awareness, word-of-mouth, thought leadership and networks.

(For writers, BTW, tweeting on behalf of others is a fantastic crash-course in mastering ‘voice’. Twitter only works when it seems authentic, so being able to accurately create or mimic the voice of your clients is crucial – and actually a lot of fun. For me, anyway.)

However, Twitter can also be a scary, soul-sucking morass of despair, especially when you fall down a Trump/#MAGA/anti-vaxxer/prepper rabbit hole or stumble into a thread of rabid Bill Cosby defenders.

Luckily, I’ve learned a few things in the past 8+ years that I’ve been tweeting¬†for myself or on behalf of clients. And today, I will share them with you! In a handy infographic format that you will be sure to like and share!

This isn’t comprehensive, but it’ll help you avoid the worst of Twitter and learn to like it again.

Pragmatist's guide to Twitter accounts infographic