In this month’s issue of Inc. there is a fabulous article that not only details the controversal rise of Yelp.com, but also covers how business owners feel about the site. “A bad Yelp review can damage more than an entrepreneur’s ego,” Inc. points out. One business said ” anybody can ruin your business” while another told Inc. reading reviews on yelp was like “panning for gold in sh*t”.
Some owners in the article make nice with a bad reviewer having a two-star review become a four-star review. Other business owners go to extremes and engage in online battels with reviewers. One review war ends with a trip to the hospital and a not so lovely chat with the police. Jeanne Bliss of “I Love You More Than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad” would definitely suggest reaching out to an unsatisfied customer and turning that two-star review into a five-star. Decision #6 is afterall Decide to Say Sorry, “repairing the emotional connection well is a hallmark of companies we love. It makes us love them even more.” A Yelp.com reviewer has become the ultimate cheerleader for a business it seems. So much so that the endpapers of “I Love You More Than My Dog” shows some comments from the site. If you are a business owner you need to read this article.
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