I firmly believe that everyone is entitled to their own opinions, but working in the social media world I’m starting to believe that some people need to keep those opinions to theirselves. Seriously…there’s nothing more aggravating than reading reviews like “I’ve had a hundred amazing experiences at this place, but this last time I had to get up and get my own drink so I’m gonna give your business a 1 star on Yelp”.
Ugh, people like that irritate me more than people that don’t pick up their dog’s shit at the dog park. It never crosses these people’s minds to leave a review when they have a positive experience, but you better believe they’ll put your business on blast, stretching the truth to make the review and “experience” more dramatic. And for what?! What do they hope to gain from this? 9 times out of 10 they hope they get something for free, I’m convinced that’s what the motivation is. There’s no incentive to leaving a positive review because that’s completely against the rules on all social review platforms so instead we/business owners & social media professionals reward negative reviews with refunds, free items & services, and gift cards just to satisfy the reviewer and hope the reviewer…you know, the one that had a hundred positive experiences before they had to get off their own ass to get their drink, goes back and either deletes their 1 star review or posts an updated one to improve the score of the business.
What a joke of a system, right?
We are literally rewarding people to write negative reviews. WE are encouraging this because this has become the norm. If we don’t do this then people looking in from the outside believe it’s because we don’t care, when in all reality 50-70% of those negative reviewers do not deserve a $25 gift card for their “troubles”.
Let’s Talk Yelp
Let’s not forget that sites like Yelp have an “algorithm” that hides some reviews. I found out recently that they weed out reviews from accounts that are new or only have 1 review, yet preach to businesses that they need to educate the customer on Yelp so they can help increase the overall score for that business. How did I find this out? I put together an entire training strategy for a client with multiple locations and educated their entire staff on the importance for Yelp reviews, how to create a Yelp account, how to leave a review, and how to encourage and educate customers. I didn’t realize what a waste of time that was until I was speaking with an employee from Yelp recently and their solution was to tell these customers that they need to review other businesses too or their review won’t matter.
What a joke.
What’s my point, you ask.
My points are pretty simple:
- Don’t be the asshole customer that only reviews when there’s a negative experience.
- Some online review platforms are such a joke that no matter what you do, you’ll never have a truly accurate rating.
- If you’re gonna leave a negative review in hopes of getting something for free I hope you also step on a lego.
- Talk to a manager while you’re experiencing a negative experience or call the next day and talk it out instead of crucifying them publicly online.