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Why does nobody talk about how a 2 star review can beat a 5 star one for getting calls
Was reading through plumber listings in Mesa last week and the shop sitting at 2.8 stars had a line in a review saying "they came out at 11pm on a Sunday for a burst pipe" and I swear that one sentence did more work than fifty perfect ratings. Is it just me, or do the messy honest reviews sell the job better than the polished ones?
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the_hannah7h ago
We do this with everything without even noticing. Restaurant with 4.1 stars and a review saying "the owner comped our meal after we waited 45 minutes" beats a spot with 5.0 and nothing but "great food, great service" every time. People scan for the one review that shows how a place acts when things go wrong, because that is what they are really scared of. Perfect ratings read like ads, and our brains just skip right over them. The messy review with a real story proves someone actually picked up the phone at 11pm, and that is what a person with a burst pipe needs to know.
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