I just finished reading a thread that seemed, to me, to lose it's track. A person had a complaint with a company's disclosure of their fees. Others felt the company was a fine outfit. Without revisiting that debate I have some observations. Mom always said, "if you don't have anything nice to say, don't say anything at all." That may be applicable in postings regarding products and services. Everyone wants to know what works and doesn't, and who's naughty or nice, but the tendency is to elevate one bad experience into a total condemnation of a company. I am in a "service" business myself and well aware that the happy customer may tell five people, while the dissatisfied customer will tell one hundred. In most cases, it is not the fact that problems arose, but how the problems were resolved that is the issue. The internet makes it very easy to do a drive-by shooting of a company/product that may, in fact, be just fine. Where do they go to get their reputation back? Years ago "Sixty Minutes" did a show on unintended acceleration in automobiles that just about put Audi out of business in the US. Numerous studies by car magazines and trade groups found no problem with the Audi automobile, and a high probability of driver error. "Sixty Minutes" never followed up, or apologized, to the company. That is irresponsible. I posted a positive comment on Poly-glo on another web site and got two negative responses from two people who had never used it! I, for one, find it much more helpful to read posts about products/services that the customer found exceptional. Posts that are negative are often incomplete in their details and not lengthy enough for the reader to discover the root cause of dissatisfaction. Someone could post their unhappy experience with Poly-glo on their car. What they don't post is that Poly-glo states it is not intended for automotive finishes. Countless viewers then have a negative impression of an otherwise fine product. I may be tilting at windmills here, but it makes sense to me to brag up the products and services one has found exceptional and let go the disappointments. And, if disappointed, give a full explanation of original expectations and how they were not met. When one reads Practical Sailor or other publications that review products/services it is noteworthy that they are very specific about their criticizms. They could be sued for misrepresentation. I believe that we in this forum should hold ourselves to similar standards. It will make the site much more valuable to all of us in the same way that we rely on pubs like PS, Good Old Boat, and others. Am I unrealistic?
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- Thread starter Guy D
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We have a small community in boating...
Granted, there seems to be three distinct groups of boaters; the guys with the big yachts, the average guys who have really nice boats, and the guys that owns smaller, maybe trailer type boats. Because of our community, vendors seem to price their wares towards the first group. Even though the vast majority of boaters are in the second and third group. I for one get really upset when I see some of the common items, such as a cockpit table, cost near a thousand dollars. And a bimini cost just as much. With that in mind, we need to watch out for each other. If I spend my hard earned dollar on a product that does not meet or exceed specification, not expectations, then you bet I'm gonna say something. This is also true of products that meet or exceed. It is only fair that reviews be factual. I agree with some of what you are saying, but good reviews can be street teamed. (If you are unaware of what a street team is, on the internet, people will post in BBS and other forums talking up a person, product, or maybe event to bolster support or sales.) I for one appreciate what I read, especially here on this site. I went with recommendations on a product that did not meet up to my expectations, but I did not say anything. Simply because it wasn't worth reviewing. But, it did what it said it would do, but not as good as I expected. I say that posting of both positive and negative comments about products and services are very important. If a company wants to stay in business, they'll have to produce products and services that are above the rest.
Granted, there seems to be three distinct groups of boaters; the guys with the big yachts, the average guys who have really nice boats, and the guys that owns smaller, maybe trailer type boats. Because of our community, vendors seem to price their wares towards the first group. Even though the vast majority of boaters are in the second and third group. I for one get really upset when I see some of the common items, such as a cockpit table, cost near a thousand dollars. And a bimini cost just as much. With that in mind, we need to watch out for each other. If I spend my hard earned dollar on a product that does not meet or exceed specification, not expectations, then you bet I'm gonna say something. This is also true of products that meet or exceed. It is only fair that reviews be factual. I agree with some of what you are saying, but good reviews can be street teamed. (If you are unaware of what a street team is, on the internet, people will post in BBS and other forums talking up a person, product, or maybe event to bolster support or sales.) I for one appreciate what I read, especially here on this site. I went with recommendations on a product that did not meet up to my expectations, but I did not say anything. Simply because it wasn't worth reviewing. But, it did what it said it would do, but not as good as I expected. I say that posting of both positive and negative comments about products and services are very important. If a company wants to stay in business, they'll have to produce products and services that are above the rest.
In the two instances
I recently read here, involving SailCare and the Canvas Store, I found the information provided both interesting and useful. I also found that enough information had been provided for a consumer to make an informed judgement about the services provided -- or poorly provided. Or at least know what questions to ask prior to using these companies. I think that anyone considering using the two providers in question were now better informed than if those two threads had not been posted. While we do see an occasional "crank" posting now and then that may not fairly represent the full situation, I think they are easy to spot and dismiss. In the end, we all have benefited from this exchange of information.
I recently read here, involving SailCare and the Canvas Store, I found the information provided both interesting and useful. I also found that enough information had been provided for a consumer to make an informed judgement about the services provided -- or poorly provided. Or at least know what questions to ask prior to using these companies. I think that anyone considering using the two providers in question were now better informed than if those two threads had not been posted. While we do see an occasional "crank" posting now and then that may not fairly represent the full situation, I think they are easy to spot and dismiss. In the end, we all have benefited from this exchange of information.
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