Introduction
Have you ever been on Yelp before? If you’re reading this article, the answer to that question is probably yes – it’s become one of the most popular review websites in the world over the past decade or so, with over 100 million unique visitors each month. No matter how you feel about the service though, there’s no denying that customer service has had its ups and downs on Yelp. As strange as it may sound, some customers have even gone so far as to file lawsuits against their local businesses for mistakes that they perceived as being too mean on Yelp.
1. Calling out restaurants
No one likes being publicly called out, but if you’re running a business on Yelp, that’s something you need to expect. After all, if users don’t feel like they can leave public reviews without fear of reprisal or retribution, they probably won’t. That said, not every negative review is necessarily deserving of a scathing response. Depending on your customer service resources and brand personality, it could be worthwhile to respond professionally with an apology and a genuine offer to make things right. If a customer complains about your restaurant's customer service via social media (Yelp), then take action immediately! Don't ignore them! Respond as soon as possible so you can save yourself from getting even more bad publicity. Negative publicity will kill any company. The faster you get rid of it, the better off your company will be in the long run.
2. The worst Airbnb stories
Several Airbnb horror stories have been making their way around social media and for good reason. Hosts who overstep their bounds or guests who make poor choices are taking advantage of an imperfect system. What can you do to avoid these situations? And if it does happen to you, how can you handle it? Here's a look at some real-life Airbnb horror stories and how to deal with them if they happen to you.
Airbnb is frequently criticized for not doing enough to screen out its guests before allowing them access to people’s homes. The company has also said that because most hosts work with very few problems regularly, it is not necessary to put more precautions in place before hosts begin accepting guest bookings. However, reviews show that there are certain red flags that every potential host should watch out for poor communication skills, ignoring requests/guidelines on arrival/departure time and cleanliness concerns among others. For example, One traveler booked accommodations in Taiwan through Airbnb only to find his booking canceled unexpectedly by his host without any explanation days before he was scheduled to arrive at his destination.
3. Sushi restaurant got one star by mistake
If you find yourself on an adventure, even a simple one like eating dinner at a new restaurant, be wary of online reviews. One man in Los Angeles found that out when he ordered sushi at a restaurant and left it a one-star review on Yelp to spite his wife who wanted to try it. The trouble began when his wife told him that she couldn't get off work to go with him, so he went alone. He was slightly annoyed by how long it took for his food to arrive but tried not to let it bother him too much until another hour had passed and still no food. An hour after that there was still no food so he asked for a refund which they refused unless he gave them some kind of star rating.
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He reluctantly gave them a one-star rating because it's easier than writing zero stars. Later that night, he checked back on Yelp to see if anyone else had reviewed it yet and saw that his review was gone. Instead, there was a glowing five-star review from someone who claimed to have been dining with him. Apparently, he hadn't realized that people could leave reviews without having eaten at all or even being in the restaurant! After confronting management about what happened, they admitted that someone accidentally deleted his original review without realizing what they were doing.
4. Letting customers know you're alive
The first thing many businesses do to attract new customers is to forget their existing ones. Why not go out of your way to give them some special attention? Letting them know you remember them can be more valuable than you realize. If you run a store, for example, make sure to greet every customer that comes in, and offer special discounts or deals as rewards for repeat business. If you're a service business, like a restaurant or doctor's office, send an email update occasionally with information on upcoming events or promotions. It's also important to engage with your customers outside of your website - whether it be through social media accounts or even just word-of-mouth referrals. When people feel heard and appreciated, they're much more likely to come back. After all, there are few things worse than dealing with a company that seems uninterested in your needs.
5. How to spot fake reviews
Anyone can leave a review on Yelp. That includes your competition and the employees of your competitors. Make sure you do what you can to weed out any fake reviews. If a glowing five-star review popped up on your business page all of a sudden, it might be time to check into it. While it’s not unheard of for customers to leave glowing reviews, there are ways to determine whether they’re authentic or not. Look at other reviews by that customer and see if their tone is consistent with others in general: If every review seems too good to be true, then maybe they are too good to be true! Also, look at when reviews were left—if someone has only reviewed one place, it could mean that they have something to gain from leaving positive feedback. There are even tools like Fakespot that will analyze your online reputation and help you spot potential problems like fake reviews.
6. Companies deleting their own bad reviews
With an average of over 130 million unique visitors per month, Yelp is a site that holds substantial sway with consumers. In fact, a recent study showed that 89% of consumers read online reviews before deciding to patronize a business. Sadly, businesses don't seem to think they should have to play by any rules. For every legitimate review on sites like these, there are plenty more that are fake, non-factual, or written simply to bash a company for one reason or another (and probably never happened). It's easy for companies to get rid of those by reporting them as abusive or offensive. Why? Most likely because it's easier than dealing with bad customer service and trying desperately not to lose customers--after all...we're humans!
7. Bad customer service at big companies
Unfortunately, there’s a lot of bad customer service out there. It seems like every week we hear about another jaw-dropping story. Most recently, a woman who ordered a birthday cake for her daughter on Nextdoor said it was delivered with Happy Birthday Cynthia written on it instead of Happy Birthday Janey. Despite telling local media outlets and posting complaints on social media channels, no one from Cake & Loaf Bakery has reached out to her or issued an apology or explanation for their mistake. Why do you think that is?
What makes big companies think they can get away with treating customers badly? And what can you do if your complaint goes unanswered? Here are some tips: If someone at a company refuses to help you, ask to speak with a manager. And then ask again if necessary. If all else fails, contact corporate headquarters directly and let them know what happened. Finally, consider taking your business elsewhere—it's not just your money at stake here; it's also your trust in that brand or company going forward. Write reviews online detailing what happened so others don't have to go through similar experiences (and hopefully, so management will see how many people are upset).
8. How I beat Amazon in getting my money back
If you’re shopping on Amazon, there’s a chance that what you ordered doesn’t match its description. In that case, did you know you can reach out to them and request a refund? Amazon gives shoppers up to 90 days from delivery of an item in which to contact them for a replacement or full refund, explains Consumer Reports. Keep copies of all your correspondence and make sure you note when an item was delivered so Amazon knows it isn't being returned too soon. If your request is denied or stonewalled, then turn to social media with your complaints. It may not always be easy getting money back from Amazon—but I wouldn't say no one has ever succeeded at it! There are plenty of other places where you can spend your hard-earned cash, but if you really want to do business with Amazon, do yourself a favor and read through their customer service policies first.
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