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The biggest reasons customers complain and how to stay above it

(BUSINESS NEWS) Its common knowledge that people leave bad reviews online, but why? Here are the top 10 reasons why people write negative reviews online and ways your company can stay above it.



irs reasons

Womp womp

Bad online reviews can tank your businesses, or at the very least, kind of hurt your feelings. No one wants to find out their company let someone down.

Whether it was a faulty product or poor customer service, it’s not very fun to read bad reviews about yourself.

Survey says

A recent survey from Corra looked into major reasons customers complain and leave reviews for businesses. Respondents were asked to rate on a scale of one to five how likely they would be to complain about specific events. Here’s a breakdown of the top ten reasons customers are compelled to complain according to the survey.


10. Bad service from an online retailer
9. Bad service at a restaurant
8. Bad service at a hospitality-focused business, like hotels or amusement parks
7. Stores not accepting returns
6. Receiving poor quality or damage clothing from online retailer.
5. When airlines lose luggage
4. Product doesn’t meet description
3. Rude/dismissive customer service
2. Hidden fees
1. Faulty product

Grain of salt

Almost 90 percent of respondents said they have avoided businesses specifically because of bad reviews. Yes, online reviews should be approached with some skepticism.

When people are upset, they’re likelier to post scathing reviews that don’t tell every side of the situation.

Regardless, many potential customers utilize reviews to judge if they want to use your services.

People pay attention to negative reviews even if they know one person’s experience is not necessarily indicative of the whole scope of a business.

It’s important to hear out your customers, and take into account what they’re saying. One bad review (for the most part) doesn’t mean everyone is jumping ship on your business.

Glimmer of hope

According to the survey, most people were willing to give brands a second chance in the event of a mishap.

Only ten percent said they’d be off a business for good if something goes wrong.

If you’re receiving negative reviews, try to spot trends. Are people mostly complaining about faulty products? Or are they upset about an employee being rude to them?

Reason for reviews

Most say they leave reviews in hopes of helping others avoid similar situations. About half of the respondents said they want to make companies aware of how their policies affect customers, and hope to invoke change.

Nearly half of the respondents also said they wanted to gain a refund.

Service industry, serve-us industry

Although the tools to help customers have changed, the core need remains the same. Customers want service that meets or exceeds their expectations.

This means a good customer service experience, products that are functional, and clear, fair policies.

When these needs are not being met, customers want to be heard.

It is literally your job to listen.

Or maybe not specifically you, but whoever is in charge of PR. Regardless, online reviews—even if some are totally ridiculous—give insight into your customer’s experience with your business and products.

Not trying to ruin you

Most survey respondents aren’t looking to ruin your reputation. They’re just trying to help out other potential customers. Reviews are a great way to find out how to get on their side. Address the problems and explain how you’re going to make it better for them and other customers in the future.

Maybe you really should disclose that extra fee up front. Or perhaps the staff needs to be retrained in some customer service aspects. Let customers know you’re listening to them and want to help. Check out the full report here for further analysis into why customers complain.

Lindsay is an editor for The American Genius with a Communication Studies degree and English minor from Southwestern University. Lindsay is interested in social interactions across and through various media, particularly television, and will gladly hyper-analyze cartoons and comics with anyone, cats included.

Business News

This web platform for cannabis is blowing up online distribution

(BUSINESS NEWS) Dutchie, a website platform for cannabis companies, just octupled in value. Here’s what that means for the online growth of cannabis distribution.



A small jar of cannabis on a desk with notebooks, sold online in a nicely made jar.

The cannabis industry has, for the most part, blossomed in the past few years, managing to hit only a few major snags along the way. One of those snags is the issue of payment processing, an issue compounded by predominantly cash-only transactions. Dutchie, a Bend, Oregon company, has helped mitigate that issue—and it just raised a ton of money.

Technically, Dutchie is a jack-of-all-trades service that creates and hosts websites for dispensaries, tracks product, processes orders, keeps stock of revenue, and so much more. While it was valued at around $200 million as recently as summer of 2020, a round of series C funding currently puts the company at around $1.7 billion—approximately 8 times its worth a mere 8 months ago.

There are a few reasons behind Dutchie’s newfound momentum. For starters, the pandemic made cannabis products a lot more accessible—and desirable—in states in which the sale of cannabis is legal. The ensuing surge of customers and demand certainly didn’t hurt the platform, especially given that Dutchie is largely responsible for keeping things on track during some of the more chaotic months for dispensaries.

Several states in which the sale of cannabis was illegal also voted to legalize recreational use, giving Dutchie even more stomping ground than they had prior to the lockdown.

Dutchie also recently took on 2 separate companies and their associated employees, effectively doubling their current staff. The companies are Greenbits—a resource planning group—and Leaflogix, which is a point-of-sale platform. With these two additions to their compendium, Dutchie can operate as even more of an all-in-one suite, which absolutely contributes to its value as a company.

Ross Lipson, who is Dutchie’s co-founder and current CEO, is fairly dismissive of investment opportunities for the public at the moment, saying he instead prefers to stay “focused with what’s on our plate” for the time being. However, he also appears open to the possibility of going public via an acquisition company.

“We look at how this decision brings value to the dispensary and the customer,” says Lipson. “If it brings value, we’d embark on that decision.”

For now, Dutchie remains the ipso facto king of cannabis distribution and sales—and they don’t show any plans to slow down any time soon.

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Business News

Ford adopts flexible working from home schedule for over 30k employees

(BUSINESS NEWS) Ford Motor Co. is allowing employees to continue working from home even after the pandemic winds down. Is this the beginning of a trend for auto companies?



Woman in car working on engineering now allowed a flexible schedule for working from home.

The pandemic has greatly transformed our lives. For the most part, learning is being conducted online. At one point, interacting with others was pretty much non-existent. Working in the office shifted significantly to working remotely, and it seems like working from home might not go away anytime soon.

As things slowly get back to a new “normal”, will things change again? Well, one thing is sure. Working from home will be a permanent thing for some people as more companies opt to continue letting people work remotely.

And, the most recent company on the list to do this is Ford Motor Co. Even after the pandemic winds down, Ford will allow more than 30,000 employees already working from home to continue doing so.

Last week, the automaker giant announced its “flexible hybrid model” schedule to its staff. The new schedule is set to start in the summer, and employees can choose to work remotely and come into the office for tasks that require face-to-face collaborations, such as meetings and group projects.

How much time an employee spends in the office will depend on their responsibilities, and flexible remote hours will need to be approved by an employee’s manager.

“The nature of work drives whether or not you can adopt this model. There are certain jobs that are place-dependent — you need to be in the physical space to do the job,” David Dubensky, chairman and chief executive of Ford Land, told the Washington Post. “Having the flexibility to choose how you work is pretty powerful. … It’s up to the employee to have dialogue and discussion with their people leader to determine what works best.”

Ford’s decision to implement a remote-office work model has to do in part with an employee survey conducted in June 2020. Results from the survey showed that 95% of employees wanted a hybrid schedule. Some employees even reported feeling more productive when working from home.

Ford is the first auto company to allow employees to work from home indefinitely, but it might not be the only one. According to the Post, Toyota and General Motors are looking at flexible options of their own.

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Business News

Unify your remote team with these important conversations

(BUSINESS NEWS) More than a happy hour, consider having these poignant conversations to bring your remote team together like never before.



Woman working in office with remote team

Cultivating a team dynamic is difficult enough without everyone’s Zoom feed freezing halfway through “happy” hour. You may not be able to bond over margaritas these days, but there are a few conversations you can have to make your team feel more supported—and more comfortable with communicating.

According to Forbes, the first conversation to have pertains to individual productivity. Ask your employees, quite simply, what their productivity indicators are. Since you can’t rely on popping into the office to see who is working on a project and who is beating their Snake score, knowing how your employees quantify productivity is the next-best thing. This may lead to a conversation about what you want to see in return, which is always helpful for your employees to know.

Another thing to discuss with your employees regards communication. Determining which avenues of communication are appropriate, which ones should be reserved for emergencies, and which ones are completely off the table is key. For example, you might find that most employees are comfortable texting each other while you prefer Slack or email updates. Setting that boundary ahead of time and making it “office” policy will help prevent strain down the road.

Finally, checking in with your employees about their expectations is also important. If you can discuss the sticky issue of who deals with what, whose job responsibilities overlap, and what each person is predominantly responsible for, you’ll negate a lot of stress later. Knowing exactly which of your employees specialize in specific areas is good for you, and it’s good for the team as a whole.

With these 3 discussions out of the way, you can turn your focus to more nebulous concepts, the first of which pertains to hiring. Loop your employees in and ask them how they would hire new talent during this time; what aspects would they look for, and how would they discern between candidates without being able to meet in-person? It may seem like a trivial conversation, but having it will serve to unify further your team—so it’s worth your time.

The last crucial conversation, per Forbes, is simple: Ask your employees what they would prioritize if they became CEOs tomorrow. There’s a lot of latitude for goofy responses here, but you’ll hear some really valuable—and potentially gut-wrenching—feedback you wouldn’t usually receive. It never hurts to know what your staff prioritize as idealists.

Unifying your staff can be difficult, but if you start with these conversations, you’ll be well on your way to a strong team during these trying times.

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