In today’s world, reviews matter. Everyone consults online review platforms such as Yelp and Google to determine whether or not they want to spend their time or money on a product or service. Many people I’ve asked say they won’t even entertain a purchase if it has less than a three-star rating. There are many instances in which a poor review is deserved, but there are also plenty of online reviews that threaten businesses unfairly, so it’s important to keep an eye on the feedback you’re getting so you can handle things appropriately and in a timely manner.
The other weekend I had an awful experience at a restaurant, and it really made me realize firsthand why unhappy customers are so quick to react. Working in the industry of reputation and reviews, I took a breath amidst my frustration and thought about my next move.
Since the owner did the right thing, I went back to Yelp and Google and updated my reviews and star ratings along with it. In my mind, it wasn’t worth leaving the first bad part of the experience online and then not updating the review, since my experience changed after speaking with the owner who handled the situation appropriately.