Archive for May 6th, 2013

YELP

Monday, May 6th, 2013

Hillsclouds2

An article in the Santa Rosa Press Democrat recently peaked my interest. It was titled “Is Yelp Really Just a Forum for Blowhards” and I must say, I’ve felt that way many, many times. Admittedly Yelp has been a thorn in my side, as they’ve allowed a former employee to rant about working here, and a post which simply said ‘they discriminate on young people’. These posts are not what Yelp is meant to do, which is help the consumer when considering their purchase. So, with that in mind, and a little taste of lemon puckering my lips at them, here is a summary of the article written by Sandy Banks, appearing in the Sunday, 4/28/2013 print.

It all started when Ms. Banks went into a restaurant, not checking on Yelp first, enjoyed her experience, then saw a sign in the window ‘Stop the Bully. Boycott Yelp’. She uses the site to get the low down on most everything she does, and later found the restaurant was rated a 3 of 5 stars and had 88 Yelp reviews. The restaurant suggested (and two lawsuits have suggested) that if they paid for Yelp ads, they’d be ranked higher, but instead the negative reviews were filtered to appear first.

The restaurant said their customers repeatedly submitted very good reviews that never show up on the web site. Yelp’s response to the restaurant “perhaps if you paid to do Yelp ads, we could help with this” and they couldn’t determine when asked, why the positive reviews weren’t showing up.

I agree. The same has happened here. We’ve had thousands of guests stay with us, most share a positive experience, and yet, the majority appear negative on Yelp. I gave up for a long time, assuming it was part of the new internet experience, where it gave a voice only to those that wanted to be seen, heard, and blast, not offering anything constructive.

I have a son that works here that has a traumatic brain injury. Now he is not necessarily the best in customer service, but he tries damn hard, and it’s part of his recovery to work. So push come to shove, who will I chose, even if my business suffers? Of course all the mothers out there know, it’s going to be my son.

But let me explain what happened with one review. A guest checked in early, miffed they couldn’t get into the home ahead of time. My son had his lunch on the desk, finishing up while leaving the door open (it was a Saturday and a very relaxed day with us) for potential customers.

Long story short, they gave us a bad review because he was eating his lunch, and delayed them getting in (even though they were early, mind you).

So that’s my bias, I admit, with Yelp. Too many people post to tear people down, rather than give constructive advise.

But on the other hand…????