Michael Podolsky interview - The Power of Curated Complaints
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We used to rant about poor customer service to our family and our friends. Today we share our experiences with everyone, and there's no shortage of online options for where to share our experiences, both good and bad. The bigger question is, how do we share it? More specifically, do we share in a way where our concerns are actually addressed and ideally resolved? My guest today has created a unique solution, that is a godsend for some, but a genuine pain in the ribs for others. Today on the podcast I'm talking to Michael Podolsky. He's the creator of PissedConsumer.com. We're going to talk about the empowered consumer and what it takes to get the attention of companies today.
David Avrin: hi and welcome to the While Customers Leave Podcast. I am your host, David Avrin. And this week's kind of interesting because, you know, I think there's if there's a conversation that is is frequently had by so many is the negative experiences that we have, and everybody has them. Even some of the companies that feel that they do it well, have negative experiences with others. And we just rant because it's cathartic. And it's what we always do. But of course the situation is different because the environment exists. The platforms exist to share those experiences with so many others.
David Avrin: We used to say that we used to call it guest relations philosophy. And it went like this, right? And we've all heard of before that the average person with a positive experience tells 2 or 3 people, but somebody with a negative experience tells 10.
David Avrin: Well, of course, none of that is true anymore. Today we tell thousands today, we tell millions. So my guest today, Michael Podolsky has created an online resource. Now, there are other resources trust pilot. And of course, all the social media sites and the review sites next door are not next to all next, or I guess, as part of it as well. But
David Avrin: the Tripadvisor and rotten tomatoes and glass door, and all of those yeah, all of those as well. Google reviews.
David Avrin: But what Michael has created is the first negative review site. But he's got a real method to the madness. I'll do a quick introduction, and we'll say Hi! To him. Michael Butolsky is the co-founder, and CEO of pissed consumer.com. It's a review platform and consumer advocacy website. It's got 20 years of experience on Wall Street and has become an independent entrepreneur actively involved in entrepreneurship technology, development, search, optimization, leadership, customer service
David Avrin: and consumer advocacy.
David Avrin: Michael Butolski. You're a for me person to call me, sir.
Michael Podolsky: Thank you. Thank you for the introduction, David. I it's pleasure be on the show. Yeah, absolutely. So talk to us before we talk about the site itself. And I want to talk about the methodology behind it, because some people might see it as as a purely cathartic exercise to, to, to bitch about companies that made a map. But there! But there's a real opportunity for organizations as well. But let's go back up a little bit first. Tell me how all of this started, and where did you get the idea for it.
Michael Podolsky: I get this once. Don't get me pissed. I'll bring 10 million people
Michael Podolsky: for a year to watching. Sorry 10 million people per month to watch it per month, and and to clarify this is the largest, negatively
David Avrin: oriented review site in America. 10 million viewers users per month. So so tell us. How did it start?
Michael Podolsky: 16 to 16 years ago? Roughly, me and my wife was sent to really bad vacation spot in Dominican Republic.
Michael Podolsky: I tried to into the hotel. I tried talking to the travel agent. I tried talking to the credit card. I took the guys to small court. I lost everywhere.
Michael Podolsky: I had no pretty much the answer I got. You got what you paid for.
Michael Podolsky: but I certainly paid much more than not to have towels in the hotel, so my complaints were very basic. With day number One. I didn't have towels. They had exact number of towels per number of guests in the Patel, so in the morning they would took. They would take away your towels to bring the towels in the evening. You don't. I guess you're not supposed to use styles during the day. So my complaints were
Michael Podolsky: I had no recourse. I couldn't do anything, so that's when I went to my partner, and we agreed to do something I would the tribute name to actual actual to my partner, because he asked me like, How are you feeling? I mean, I've told him, look, I'm test. So he said, Okay, let's call this consumer. So that's how the website got born. It was a habit for
Michael Podolsky: 3 years. Me and my partner. We're just coding in the back room On Saturdays, while working on the job. 3 years later we had funds to
Michael Podolsky: start hiring people. Now, it's an organization servicing millions of people per month.
David Avrin: That's how it started. So talk to us about for those who haven't. And I would assume that those who are listening or watching this podcast. might be on the side looking it up right now, pissed consumer.com. Talk to us about the structure. How do individuals use it? And how do organizations use it to identify potential deficiencies and and address
David Avrin: those who feel like they have no recourse.
Michael Podolsky: So how is it? Our name is certainly negative.
Michael Podolsky: and
Michael Podolsky: C. MOS usually divide between themselves some simultaneously. I have. I want to do nothing with this website. I don't want to even touch it.
Michael Podolsky: they're kind of putting a blind eye to all those complainers that are out there. There are other Cmos that understand that the raw negativity out there about their brand want to listen to it. C. Most customers see Excel. Customer experience officers, right people that are responsible for communication.
Michael Podolsky: So the
Michael Podolsky: people react differently to the name this consumer. But what we are all about is, we honestly want to build a bridge between the consumer and the company.
Michael Podolsky: typical consumer would not go to the just consumer.com
Michael Podolsky: until they exhaust most of the options with the company first.
Michael Podolsky: So if the consumer came to best consumer to put a complaint in.
Michael Podolsky: I'm sorry, guys, but those who are on the corporate side.
Michael Podolsky: you lost attention of the customer. You
Michael Podolsky: haven't done enough to satisfy him or her but you can return them.
Michael Podolsky: You can return those customers that are test. And we've seen that. So
Michael Podolsky: what we want is to establish better bridges between companies and consumers.
Michael Podolsky: We want companies in the industries to learn from each other. If you look at the particular industry, let's take furniture. Industry, for example, logistics is a problem because of the entire industry. It's not a problem of one company, but company that can do it better
Michael Podolsky: will succeed. Let's take Canada.
Michael Podolsky: Why did that happen? Amazon has plenty of negative reviews, too. They do a little bit better than others.
David Avrin: So would you say that for for most people and I, and I think to sort of reiterate your point.
David Avrin: these are people who really are on their last nerve. They've tried everything. And now they're saying, How do we? Now let me ask you the question.
David Avrin: is it just an exercise of Katarsis is that they just wanted to get off their chest. Do they want to hurt the company, or they legitimately trying to get their attention, and they found no other way to do so. Or do you see a combination of all of it?
Michael Podolsky: There is a little bit of psychological effect. Person has a way to let out a little bit of steam. Right now
Michael Podolsky: we do give an opportunity. That review, on the request of the consumer, will be sent to the company, so Company will become aware of the issue. and yes, consumers come to our site and they exhausted all the options.
Michael Podolsky: Why is consumer doing it, is it to her? The company? No, we've done a research several months ago. Don't have all the numbers at hand. David. You can get it from my Pr. Department. But
Michael Podolsky: over 50 of consumers actually want the company to improve. That's the gist of it. A consumer is actually wishing company. Well.
Michael Podolsky: that's that's that's largely category. Second, largest category. We want to alert consumers, other consumers that this problem exists.
Michael Podolsky: It's being done
Michael Podolsky: so the company can improve and warn other fellow consumers. No, if company comes out and says, yes, we've had the logistical problem
Michael Podolsky: during covid tracks. Trucks were not moving well enough. There was logistical problem. Please forgive us. We are much better now. We have improved our process. That's what consumers want to hear.
Michael Podolsky: Recognize your issues, pick some
Michael Podolsky: show, and you will preserve consumers. Consumers today are much smarter than 10 years ago.
David Avrin: Well, because we have access to so much more information. But but how much of this is because I think part of it is a function. And we see this across all of the review platforms is that people just it. It's a couple of things. I think one is that they just want to feel heard because they feel invisible. And the other one is that they
David Avrin: and maybe it's just a function of our times is that they demand to be heard. I I think if if I was going to articulate what you hear behind the scenes is you hear a lot of they have no idea who they're dealing with here.
David Avrin: They think I'm just going to roll over. They have no idea now they're going to be sorry now that well, that person used to rant at 20'clock in the morning in their pajamas to their spouse or somebody else. Well, now they go online
David Avrin: and they reach, like your site, millions and millions of people. And I think I think, as I go through the site, and I look at many of those. I think a lot of it. I don't know that I would give them as much credit as you do about them, wanting the company to be better. I think they want their situation to be better, and even in warning others. It's an active look what I went through, and everybody needs to know this. The the challenge, of course, is.
David Avrin: you could have a company with with great service, great everything, and 1 16 year old on the front line gives a a negative experience because they don't care. And all of a sudden it affects
David Avrin: the entire company. So what's what's your advice for companies to be able to address those? Because I think you really do create an opportunity for companies to intervene quicker. But but let me ask you this question. I started to ask another one. I'll ask you this one instead.
David Avrin: How do companies know
David Avrin: that somebody is ranting about them on your site? Do they just need to have somebody dedicated to doing a word search on your side on a regular basis, to identify those situations to intervene and address earlier. How do companies become aware that somebody is complaining about them?
Michael Podolsky: We have a lot of contact details of the companies itself, and very often we forward the reviews to the companies. Okay, so you actively reach out and let them know that someone has been.
David Avrin: That's a great service. And what is your intention in doing so? Is it to to create Foster a conversation where there was just a one sided conversation before, to assist in the resolution and and and to develop a reputation for helping to resolve issues because it are you more than just a platform? But are you also a service.
Michael Podolsky: can you repeat the question, please? Again, yeah. Well, I think what I'm what I'm asking is is the purpose of this, just to give a platform and a voice to those who are disgruntled? Or do you really want to take an active role in helping individuals and companies come together and resolve issues Vi service. We really want to help companies. And we want to advice companies on how to do things better. it's
Michael Podolsky: part of our solution packages. It does exist on a site.
Michael Podolsky: if you want
Michael Podolsky: companies to become better, we want
David Avrin: to grow ourselves out of the business. I'm sure it will never happen, but in reality I want all the consumers to be satisfied. How are you seen by businesses? Are you seen as just a pain in their side. creating this this venue for people to rant about them. Do they embrace what you're doing as an opportunity to identify those who've had challenges so they can intervene earlier. How does the business community look at you?
Michael Podolsky: It differs. It differs. Some companies don't want to deal with us just because of our name. some companies are praising us for what we do. They work with consumers. So they respond to reviews. they get They raise their ratings from 1.2 to 4.4
Michael Podolsky: I'll name one company. They are on the list. Expensive plan that we have as a company. They are paying $50 a month to get access to contact details of consumer just for $50 a month. A company can get access to name first name, last name, phone and email and have an opportunity to publicly respond to a consumer. That's all I'm asking for.
Michael Podolsky: And the companies that I'm talking to is.
Michael Podolsky: it's one of the largest changes closing brands. They want to pay for the high end plan, but they over a period of
Michael Podolsky: 6 to 9 months by working closely with consumer, and they have a flood of reviews. They were able to raise their rating from 1.2 to 4.4. It's a great job, and they've done a great job. Applause to shame. just by talking to consumers, responding and addressing the issues that otherwise they would never hear about.
Michael Podolsky: or they would have lost those customers.
Michael Podolsky: What is your pay? A business so full? Disclosure? Shame is paying $50 a month, and their regular client. They didn't pay me anything to disclose their name on this. Yes, I do. Do. Businesses have the opportunity to respond to those people without paying, or is that sort of part of your business model? I mean, we're all in business, to be sure.
Michael Podolsky: Correct. yes, there are some businesses that don't want to pay $50
Michael Podolsky: per month. They can respond. They will not have contact details of consumers where they respond.
Michael Podolsky: unfortunately, due to the moderation type of things. I will be forced to remove phone numbers and email from their response. Unfortunately, I can explain why we have to remove phone and email from a person who is putting comments in, I would upload any company to respond. I'm just for warning you guys out there on the corporate side because of the
Michael Podolsky: legal. And that haven't we experience in the past? We have to remove phone numbers and emails from the common section. And those companies that choose not to pay us
Michael Podolsky: They will not be able to live there.
Michael Podolsky: Contact details back to, but they but they can still respond. I mean, they're still what we encourage them to do. But let's talk about that sort from a broader perspective. And and the challenges the business to face is that
David Avrin: you've got a combination. You've got more demanding consumers, more demanding expectations because we can get anything anywhere, anytime that we can afford to do. So. People's expectations have gotten higher. What's the ramifications of not responding?
David Avrin: Because every business is gonna have people who are not happy to some extent right? There's not. We can't address every kind of a situation. What's the danger for companies who let those negative reviews
David Avrin: fester online
David Avrin: in the on the Internet? The what's the danger for them when there's a a growing chorus of negative voices that are that are UN responded to?
Michael Podolsky: 85 of consumers.
Michael Podolsky: according to statistics, read reviews before they make purchasing decisions. Absolutely. some people search for the keyword reviews, smarter users starting to look for keyboards, complaints.
Michael Podolsky: Sure.
Michael Podolsky: 7 years ago a consumer would be unaware of a small little
Michael Podolsky: fact that some companies purchase reviews be aware of that, David. The course, of course, consumers are getting smarter
Michael Podolsky: consumers do understand that when they go to a platform and they see only a shining reviews. They may ask themselves a question. Is it a truthful reviews?
Michael Podolsky: And they will look for other more useful platforms to listen to?
Michael Podolsky: So Zura, you can, as a counter argument, you can say, Michael, but the your website would be used as a black pr instrument where one company can bash another company again purchasing of the reviews. It's around us.
Michael Podolsky: We don't condone it, we clean it up, we moderate our content and everything. But it is a constant battle
David Avrin: for for for for every platform it's a constant though
Michael Podolsky: correct. But when the consumer comes to a website and she's only positive reviews, they start asking questions. Sure, they became much smarter.
Michael Podolsky: So
Michael Podolsky: let's take business over. It's mostly negative reviews. So
Michael Podolsky: the consumer comes into our website to read and see what company is doing about negativity and the consumer prospect, prospective consumer comes in and says, Okay, do I want to deal with this issue that I want to deal with this issue? They want to deal with this issue, or perhaps this is a reason apology from the company that says, Oh, we fix it for this customer. Our apologies please care forward
Michael Podolsky: prospect would have a much better feeling about it. Hey? Company cares? Company addresses the issue. And another item that I want to point out.
Michael Podolsky: Negative reviews are separate and special. You cannot say thank you, and carry on as you would do with a positive review. Typical company on the social media to any review has a head of, say, thank you, and carry on this negative review. You have to spend a little bit more time on my recommendation. You have to dig into this situation. You need to understand what happened. And I think it's work. Isn't that one of the benefits?
David Avrin: If you can look at it as a benefit of a negative review or reviewing those is, they tend to add much more specificity as to what had transpired. Positive one so and so was great to work with, highly recommend right the negative ones. This happened to me, and then this happened to me, and then I tried to do this, and then the the person who is who is looking at reviews because they're potentially going to do business
David Avrin: mit Ctl, and they can ascertain whether or not that scenario is similar to theirs. you can also see oftentimes, when the person is is being very unreasonable about 150
David Avrin: or very petty about, you know, getting onions on their burger, and they ask for no onions on their burger. It's easier to dismiss those. But isn't it more the preponderance of the evidence. When you see review after review saying the same things. That's a really good indication for that potential customer client that this is a company to be aware of
Michael Podolsky: correct. You have to look at the amount of evidence that is collected.
Michael Podolsky: or a given compass. If it is one review, it could be a mistake if it is 2 reviews, that's an accident. If it is free reviews in a matter of 5 days. Oh, there is an issue, yeah, or that week, or it becomes a trend, or it becomes, you know, it's when when an airline, you know, is on TV that the CEO for the fifth time saying, This is not who we are. Well, it's clearly who you are, because you've had to say that 5 different times right? It's time to address all of that
David Avrin: Talk to me about about how you've seen it, and over the years, how you've seen these kinds of reviews
David Avrin: change or shift? Have they become more negative? Have they become more specific? Or there's certain industries that used to be good. And now we're seeing a lot of complaints. What are you seeing on your end.
Michael Podolsky: people?
Michael Podolsky: There is no industries that they can pinpoint. It differs it. I know that I will receive a lot of flower complaints around Valentine's Day. And so there is regular issues that do come up
Michael Podolsky: at specific calendar period.
Michael Podolsky: I'll tell you one
Michael Podolsky: item from the history that is very important and cost company over 3 billion dollars
Michael Podolsky: in 2,008. A bank named Wells Fargo.
Michael Podolsky: on this consumer started to receiving complaints of extra accounts being open.
David Avrin: Yup, I remember
Michael Podolsky: well, as far go give nothing
Michael Podolsky: they didn't care
in 2,010
Michael Podolsky: Senate made to quit, and the company paid 3 billion dollars in the restitution to consumers.
Michael Podolsky: If that CEO would have paid attention to pissed consumer 2 years prior, he would still have his job
Michael Podolsky: so costs off. Not listening to consumer could be extremely high in certain cases. Sure.
David Avrin: let me ask you a question. Is your platform searchable if somebody was looking for reviews of so and so, because, like, if you were looking up reviews for a restaurant or a movie social media is not gonna come up because those are are password protected log in platforms. This, the content is as public as Google reviews and others. Yes.
Michael Podolsky: absolutely. It's all transparent. It's all on Google. we are brand-based. We are not like a Y, for example, is a location based via brand based.
Michael Podolsky: it's a very important distinction, because we are talking to the entire brand at once.
Michael Podolsky: where I see issues could be. Actually, I was at the Franchise show a couple of weeks ago. If you're in New York, franchise is a problem with me.
Michael Podolsky: We're consumer. The problem is as following They let Francis manage their own reviews.
Michael Podolsky: This consumer doesn't, would not allow our Kansas manage New York's Review. We want headquarters to manage reviews on the corporate level. We are not very convenient for location based businesses, but at the same time, when the consumer makes a complaint, they making the complaint against the brand. That's how their website is based.
David Avrin: A 100. And and I think it's a really important distinction as well is that when someone has a bad experience, I'm just gonna throw out a name. This isn't an accurate at a subway restaurant. They're not people, Mark think. Well, I got to stay away from Subway and Duluth, Montana.
David Avrin: It affects the whole brand. So I I think it's it's a great cautionary tale for brand managers and directors on the national or international level, that they have a responsibility to monitor and to and to address these situations very convenient for them to push it back down to the Franchisees franchisee level. But as consumers we don't know the difference. We just know the brand.
David Avrin: So I think that's actually great advice for for brand champions on the organizational level that they have to. they have to get their arms around this and and keep current with what's happening, because anything can happen on a local level that affects the national brand. If there's a if there's a a salmonella, you know, outbreak a at at a Taco bell in Eugene Oregon.
Michael Podolsky: people think there's a problem with Taco Bell nationally. And once again, not suggesting there is. But that's the kind of example that's incredibly important for them to to to stay on top of this. So actually, you're putting out an interesting thing. Review is location based.
David Avrin: That's a good way to put it
Michael Podolsky: that that's the way to put it.
David Avrin: I'm just writing this down for those.
David Avrin: let me ask you this. because this one's kind of interesting for me. I I think the complaints is is, we grew up by you and I are probably around the same age. actually, for most of of history I've been individual based. You had a bad experience with somebody, or it maybe even some location. How much is that changed? And certainly what I'm seeing in my research and my speaking, consulting as well is that people are. there's a growing dissatisfaction with process
David Avrin: so growing dissatisfaction with struggles of logging into to apps and websites and navigating that where a person isn't even involved. But there's still a major frustration not being able to talk to a real person being forced to go through a chat bot, or some automated mechanism? Are we seeing more reviews and posts on pissed consumer, about people getting frustrated with a company in a process
David Avrin: that maybe didn't necessarily involve an individual.
Michael Podolsky: It's a big question, it's not. It will take longer than whatever time is left on this podcast are you seeing. Are you seeing more of that? or not? Business. That's okay. Business has changed. A lot of customer service has shifted to the locations outside of the United States.
Michael Podolsky: you still see, demand may speak to the manager on the Us. Soil. the next level is chat. Gpt
Michael Podolsky: will
Michael Podolsky: charge. Gpt Bill, be empathetic to human needs? How much would charge Gpt understand the empathy? And would they be allowed to have it?
Michael Podolsky: unfortunately, a lot of companies look at customer service as the function
Michael Podolsky: that I put it over there in the corner, and they don't want to hear from them. I don't want to.
Michael Podolsky: I I see. I see that it's happening. But customer service needs to communicate back into the organization to improve. And that's what I'm out waiting for. And it's not happening
Michael Podolsky: as much as it used to, and the bigger the organization gets, the harder it is to put the communication back from the consumer into the product or a service long.
Michael Podolsky: So we need to work on the processes on the corporate side to actually improve communication within the organization.
to move those complaints up the chain from customer service to the production. Well.
Michael Podolsky: and the illusion. We are losing this battle. It's not getting better
David Avrin: right? Well, I I think, as we were talking before, about the whole idea of chapping Tpt or automation. We're already seeing this, and it's coming now with many fast food drive-throughs that aren't just
David Avrin: corporate location, virtual individuals who are managing the drive through. Well, now, they're shifting to
David Avrin: artificial intelligence.
David Avrin: right? And so. And that's only gonna grow in the next year for those who are watching and listening. Watch for it, because I've had conversations behind the scenes. It's coming in a significant way. we're not naive. We know that that's what's coming. but you're right. It's how well do they really understand? How do they understand accents? Right? Which is another challenge as well. Right? You're you're polish with the, with the, with Russian language or accent.
David Avrin: for me, because that's part Ukraine, and everything else is part of my heritage as well. But there are accents that are harder to understand what happens when. Yeah, I I am in Ukrainian as well. As I was saying, but Russian language, I was saying that Ukraine and I am as well. That's where my background is. But
David Avrin: how well are they going to understand the language. And what happens in that frustrated moment that you're right. It's not getting better. It'll likely get worse. But I think organizations are making that calculus that it's not that they don't care about customer services, that they truly believe this will be better. This will. There'll be fewer misunderstandings when you take out the human element. But of course there's a risk, and all of that. And the risk is people getting so frustrated that they go to piss consumer.com. And they tell the world
David Avrin: right?
Michael Podolsky: Absolutely. And they'll tell you asked me, in the beginning of this, podcast you asked me, levels of monetization. how we monitors. Right? I want to add something to it. I am a businessman.
Michael Podolsky: I'll give you an example. Using the 2 names of the company. They are not actually clients of mine, but I'll use the example. So, David, let's say you are a Verizon
Michael Podolsky: customer. and you are unhappy about this service, or something prompted you to go to pissed consumer to read reviews about horizon.
Michael Podolsky: Do you think the Mobile would be interested to purchase an audience from me
Michael Podolsky: of people that are unhappy or reading unhappy. reviews about Verizon. Of course
David Avrin: it's it's market research.
Michael Podolsky: It's not just market research. When you. Someone buys an audience. They buy an audience for advertisement. So Team mobile can actually come and get
Michael Podolsky: an audience of people that in the past 30 days have read daily reviews about Verizon.
David Avrin: Right? Right? There are people who are who are at risk with Verizon who are primed for an alternative. It's I mean. That's listen, I and I've said this before I I'm an unapologetic, compassionate capitalist. there's an opportunity. And and we meet that opportunity. But I would also submit that the value for someone like T. Mobile of looking at all is that they can identify the things that piss people off
David Avrin: and review their own business practices to make sure that they aren't guilty of the same thing. And
David Avrin: maybe I'm Pollyannish about this. But ultimately that should raise the level of service for all right, if we're if we become more cognizant of the things that that frustrate people to the point where they're sharing it with everyone that we can compare that against our business practices and ask the question, are we guilty of that? Is that something that
David Avrin: some are dismissed and say, That's just the cost of doing business, or where we're willing to sacrifice. Why? But ultimately, the more information the organizations have about what their customers like, or, as my book says, why customers leave
David Avrin: ideally. They take that information and they improve.
David Avrin: That's the hope. I I would assume over the years. Do you have any specific examples or case studies where somebody recognize something and and change policies as a result, or you not necessarily privy to organizational policies internally.
Michael Podolsky: there was one example, not gonna need the company. It's a company that distributes a coffee on the subscription basis. It's a Mexico based company. they never were our clients. But they are on our website on this consumer.
Michael Podolsky: I spoke to the business owner about importance of responding to reviews, how to address issues and stuff like that.
Michael Podolsky: You listen to me.
Michael Podolsky: 6 months later. he came back and he said, Michael, I listen to you.
Michael Podolsky: Instead of responding to consumer reviews. I just went ahead and read my customer service.
Michael Podolsky: You've learned from his mistakes. He chose not to respond to the current existing
Michael Podolsky: negatively affected consumers. I'm probably against that, but I am extremely happy about the fact that
Michael Podolsky: the person was able to greatly improve his business. He grew 3 times in the period of year and a half. Oh.
Michael Podolsky: from the point or when he realizes he has a problem to the point where,
Michael Podolsky: he redid his customer service, his customer service to a different level. I I think if you look at this, this is really
David Avrin: a phenomenal resource for businesses to who who pay lip service to the idea of listening to their consumers. Well, the ones I mean, it's it's going to be skewed negative. Those who have a profound experience, positive or negative, or the ones who are, look more likely to post something. But what a gift
David Avrin: it is for companies who look at it that way a gift. Look at what is it that their customers are saying about them? No, it doesn't mean that everybody is rational, and there's certainly amount. And I went through a lot of the reviews on the site, and some people are just complainers, but most of them have a legitimate
David Avrin: gripe. They have a legitimate complaint. And and I'm one of those people because I do this for a living as well is, I think it is a gift to organizations to really understand specifics of things that make their customers unhappy, because, because everybody has a bull horn that reaches around the world. So I would encourage everyone who is in business. All the review sites, yelp and trip advisor and rotten tomatoes and glass door, and of course, piss consumer.com
David Avrin: review on a regular basis. Set up Google news alerts, set up alerts so that you can identify, go back and address It doesn't mean everybody gets what they want, but at least everybody who is heard. Let me ask you one last question. once again talking to Michael Podolsky from piss consumer.com question is what percentage of the complaints that are articulated on your website? What percentage of those are? do companies respond to
Michael Podolsky: greatly differs.
Michael Podolsky: first of all sometimes. Company can't realize the problem
Michael Podolsky: by reading a review
Michael Podolsky: and then go back directly to consumer if they can identify the consumer right? So you don't always know who it, if who who was responded to, who wasn't
Michael Podolsky: But what I know is We have about 15 of resolved complaints.
Michael Podolsky: Consumer has an ability to mark the issue as a result.
David Avrin: got it?
David Avrin: Just want to leave it out there because they want to be heard. And and I understand that as well. But I but I go ahead.
Michael Podolsky: 1. One important features that this consumer has to advertise the features is A consumer has an ability on this consumer to go back to the review and change one star reading to 5, star reading. If company reacts to it. So it's not impossible to get a high level ranking on this consumer, and that would recommend companies to do it. It's
Michael Podolsky: so they recommend it. I do as well. And and and we're running out of time. But I one of the things that I'll say for for for my audience as well, is one of the things that I always, when I'm consulting or I'm speaking with organizations
David Avrin: is I always encourage them to respond publicly, because others need to know that you are responsive. But then take the resolution and the conversation private the specifics for that. so sorry you're dealing with this. Here's my information. Please reach out to me individually, so we can resolve this.
David Avrin: And then the questions always, it's it's a question, what will it take? Sorry this happened? What will it take to make this right, and oftentimes the response is unreasonable. I want it free. I want this in this, and then your response is always this. Let me tell you what I can do.
David Avrin: and then anything that follows that that is helpful, that helps them to be heard. What if we do blank and blank? But I always ask them to make a deal. If we do blank
David Avrin: right, they feel like they're getting something out of it. Would you be willing to take down the review or change the re rating or to market. Resolved, let's make that a quid pro quo, if we're willing to do blank and and I want to make you happy doesn't mean that we give away the farm. but respond publicly. So everybody knows that you're responding. Take the conversation private and then ask him. What's it going to take
David Avrin: to to resolve this? Just that
David Avrin: taking down 50, 30% of negative reviews that might be online could be significant for your business, because, as as Michael said at the beginning, everybody goes online 80 something and looks at a company. First, right? Because we're looking to avoid making a bad decision. We want to make sure that other people didn't. I think I think sites like this are incredibly helpful. I think it's unfortunate that they're needed
David Avrin: for for individuals to be heard, but they are because individuals, and I've been that as well. I've had that voice in my head. You have no idea who you're dealing with here, and my wife's like, Hey, big deal! Go take out the trash later. Michael. But if if people want to learn more about you or get in touch with you. How do they do that?
Michael Podolsky: This consumer.com? We have a full business section there. There is a consultation request. I'll be happy to consult work with people, chat with people. David, thank you for this opportunity to be on podcast I'm happy to be here. Let me know if you need me again. I would just also mention that we have a Youtube channel several Youtube channels. One of them is, we can with consumer reviews.
Michael Podolsky: it's a visual proof of how consumers put it to the faces of the companies when they, having issues research, not only your own company, but research your competitors as well.
Michael Podolsky: It is a very competitive market. Maybe you can do better than your competition camp, as far as customer service is concerned, and that will prove to be profitable over the long term.
David Avrin: Absolutely. Knowledge is power. Don't bury your head in the sand. Find out what people are saying doesn't mean they're rational. But it affects your business in a big way, Michael Butolsky, thank you so much for being with us. Hang on. Stay right there. We'll talk on the other side of this. I want to remind everybody that they can pick up copies of my book, and my books by customers leave, and my newest book the morning Huddle. Everything's on Amazon
David Avrin: or other online sites. Most of them are also available on audiobook as well and in multiple languages. be sure to click. To like this, podcast subscribe, leave your comments below and then click the little bell icon to receive notifications of new episodes. You can learn more about my keynote. Speaking in my consulting and watch a preview video@davidaverin.com
thanks for tuning into the white customers. Leave, podcast remember, leave a comment on this and subscribe big thanks to my guess. Michael Podolsky. I'm David Avrin, be good.