![]() So stop apologizing when you get a bad Yelp review from the Anton Egos of the world. Because you know that guy is going to want to get into an online war. You’d rather serve nice people who appreciate the products and services you work hard to provide. Tell the customer you’re both better if he goes somewhere else. You depend on your business for your livelihood. ![]() To me, that’s even worse than apologizing. The public needs to see that you’re not going to accept a bad review like it’s a fact. If you have done something wrong, admit it and fix what you can. Don’t take responsibility for inaccurate, unwarranted comments. We also know that for every one customer who takes the time to leave a Yelp review – positive or negative – there are tens of thousands who have better things to do with their lives than praising (or disparaging) a small business owner trying to earn a living. We know that some people leave bad reviews just to extort business owners, and some states like Arizona are actually taking legislative action to put a stop to that practice. We know that even Yelp – like Google and Amazon reviews – can be rigged and that some reviews are dubious at best. We also know that there are plenty of losers with their own personal issues that have no better way to spend their time than to anonymously criticize a food establishment because the soda they received didn’t have enough ice. And if you manage to accumulate thousands – or even hundreds – of Yelp reviews and 98% of them are positive then you’re fine. A snotty reviewer like Anton Ego is now only one puny voice among thousands. My advice: stand up for yourself and fight.įight because the public already knows the truth. But is this really good advice? No, it’s not. Acknowledge the complaint and show the public that you’re aware of the problem and will address it. The industry adviser’s advice is the general consensus among most experts. ![]() “The other readers will see that you are responsive and caring for your customers,” he writes. One of them, for example, a restaurant industry adviser, says that you should say “thank you”, swallow your ego and your desire to avoid conflict. ![]() Most experts tell small businesses to be kind to these idiots. Lots and lots of idiots that are on Yelp. What kind of person is leaving a bad review for a struggling business at perhaps one of the worst economic catastrophes in recent memory? And who complains when a business owner is struggling to make their establishment safe for their workers and customers? Idiots, that’s who. Good for all of them.ĭuring the pandemic, Yelp saw a 161% spike in negative restaurant reviews from users and the platform removed over 15,000 bad user reviews related to Covid restrictions. I’m happy for the construction business in Canada that won a $90,000 defamation lawsuit against a guy who posted negative reviews about his company. And the veterinarian, the owner of a gun range and appliance repair service who bested the worst of their bad reviews. I’m cheering for the owner of a Colorado sushi restaurant who routinely claps back at unhappy customers. I’m rooting for the owner of the daycare center in Fresno California who filed defamation lawsuits against customers who left bad reviews. And I’m always rooting for the business owner. Yelp has become so powerful that fights between business owners and their unhappy patrons become legendary – and oftentimes go viral. That is great power.īut with great power comes great responsibility. Some 45% of people will check a Yelp review before visiting a business. The site reportedly has logged 184m reviews worldwide and 178m unique visitor each month. Yelp has become the place where people get their food reviews.
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