a Who are these people? Where do they belong?
These people are people that are local to the area of the businesses they are reviewing. They are probably in their 20's or 30's.
b What is their main complaint?
The main complaint of these customers are the lack of value for the services or products that they received. They also seemed to complain in the case of Frances of the inability to get reservations easily.
c What do you think motivated them to write such an extensive review?
What I think motivated them to write such an extensive review was the fact that they were upset and that they felt like they needed to vent. I feel like it is easier to tell someone how you really feel if you know that your identity will be secret and that no one will find you.
d What are the most apparent and some hidden motivations?
The most apparent motivations seem to be that they were truly either happy with their expriences or upset with them and that they wanted to help those who logged onto Yelp. Some hidden motivations might be that they are so upset that they want to vent and don't care who sees the review because their identity will be secret.
4. How do you deal with this information? What are your courses of action? How do you engage with these infulencers?
You deal with this information by taking what the reviews said and trying to improve your restaurant or nail salon so that more customers will be happy. You can either take action to improve your business or you can ignore what your customers say and risk losing more business then the reviews would generate in the first place. You engage with the infulencers by maybe logging onto the website the review was on and letting them know that you are genuinely trying and that you care about what they think.
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