Tuesday, September 26, 2017

A Review or Feedback

(0:57) I recently had an exchange with a marina concerning boater reviews. I suggested that maybe it is better to think of a review as feedback rather than a critique. It got me thinking.

(0:51) It may sound like simple semantics but often a subtle shift in your thought process can make a big difference. Changing the way you think about boater reviews can make the experience better.

(0:44) The Merriam Webster Dictionary defined "review" as "a critical evaluation." While it defines "feedback" as "the transmission of evaluative or corrective information about an action, event, or process to the original or controlling source."

(0:37) The key words to me are "critical" vs "evaluative or corrective," I especially like "corrective." The former, "evaluative", having a more negative connotation.

(0:28) I don't wish to downplay the importance of reviews for boaters. In fact, I believe that the term "review" is very accurate from a boater's perspective. Boaters are looking for the positive and negative aspect of your marina to determine whether or not they will become your customer. Positive reviews are critical for your success.

(0:18) However, a marina approaching a boater review as feedback moves the experience from one of judgment - good or bad, positive or negative - to one of action. How will you improve based on the boater feedback?

(0:11) For the moment, forget about how many stars you've received. Instead, focus on the boater's comments, looking for what you are doing well and where you can improve. Use the feedback to become better.

(0:04) Do this well and you will see more business.

(0:02) And that's the marina minute.