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Archive for December 7th, 2017

When I was a newbie writer, I had no idea I wasn’t supposed to respond to reviews. And I did a couple of times until I was told it was a no-no. I look back at that time now, and I’m kind of embarrassed. But one of the reasons I thought it was okay is that I work in a retail/wholesale business, and we are told we ARE supposed to respond to reviews. We are supposed to try to make the customer happy in any way we can. And I’ve noticed on Amazon, for physical products, many vendors do respond to reviews.

So why aren’t authors supposed to? Honestly, I don’t have a good answer for that. I have some ideas, but I’m not sure I’m right. What I’m thinking is that books are so subjective that we can’t really respond to an unhappy reader and make things better. Either they liked it or they didn’t. But what about books that are badly edited? Should authors say anything about that or just hang their head in shame and try to fix the problem without responding? Should an author thank the reader for pointing that out and say they will do their best to correct the situation?

What even started me thinking about all this is an email I got from a company who helps businesses get reviews. It was a link to their blog post that talks about how you should never (on your own site…you can’t fix Amazon) take down negative reviews because it seems untrustworthy to do that. Which I have to agree with. They talked about how you should always respond in some way that assures the customer you’ll do everything in your power to correct the problem. So why can’t authors do that? Why are we limited when other retailers are encouraged to do it? Just something to think about.

What do y’all think?

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