They ended up yelling at one of my associates because they misread the clearly-marked sign and the associate wouldn’t grant their request to discount the price based on what they misread. When I used to work in retail management, one customer misread a promotional sign. But simply acting as the punching bag isn’t it. We need to establish rules for team member interactions, customer interactions with one another, and the cross-interaction between team members and customers.Īnd we certainly need to discuss healthy ways to handle situations when faced with a disgruntled customer. We need to do better as consumers and employers. This general principle shouldn’t be ignored just because someone is on-the-clock. And definitely for the sake of a positive review. It was a business policy that I would have gotten in trouble for if I gave her an exception.Įmployee or not, people shouldn’t have to remain stoic when experiencing verbal abuse from anyone. Let’s take a look at this account where an employee had to “act” nicely to a rude customer just to maintain positive Yelp reviews:Ī mom (with her kids) cussed me (17-year-old me) out because I had to ID her for using a card, but she left her ID in the car. Though Yelp is meant to improve businesses, it encourages (almost coerces) us to adopt a yes-man approach to handling customers rather than establishing a constructive, mutual engagement.Īnd this is all at the cost of low-wage employees’ wellbeing. Let’s get into the specifics of why Yelp doesn’t help small businesses the way we need it to. Lack of action taken for hidden positive reviews inaccurate action taken for negative reviews Yelp encourages businesses to adopt an unhealthy yes-man approach Though Yelp helps consumers like you and me make purchasing decisions, our company hasn’t been the biggest fans of the review platform over the last couple of years. Except… it isn’t as trusted as business owners need it to be. It acts as the neighborhood foodie, businessman, auto expert, socialite, and everything in between and has become the first place potential customers turn to for trusted information about a new retail store, restaurant, or service. It has over 115 million total reviews and 145 million monthly users and is the go-to for receiving insight on local businesses. If you’re a small business owner, you’re probably familiar with Yelp at this point. Turns out, it’s unreliable, biased, and hides reviews without consent… who would’ve thunk it! (Though we can’t say we’re entirely surprised.) Since 2018 we’ve experienced firsthand how Yelp isn’t the best review platform.
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