Reviews.... ahhhh.... but, well... hmmm

Discussion in 'The Think Tank' started by bodegahwy, Feb 16, 2017 at 2:48 PM.

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  1. bodegahwy

    bodegahwy Well-Known Member

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    I hate them. I wish they would expire after some reasonable period and disappear (both good and bad) as a review for a restaurant that is from 2 years ago is meaningless.

    We take thousands of orders per year. On the major review sites (don't want to name them so this thread does not come up in search). We might get a few dozen reviews in a year? So, between them we get about one review for every 500-600 orders and guess who tends to review?
     
    Last edited: Feb 20, 2017 at 4:09 PM
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  2. wa dave

    wa dave Well-Known Member

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    I hate Zomato (Urbanspoon) review site and how they let anyone get away with defamatory posts.
    We got one the other day where he said we had the worst pizzas in the area and that I was arguing with him that pizzas didn't come from Italy, as well as other comments on the quality of ingredients. Total bullsh1t.
    Also made a couple of other defamatory comments.
    I challenged him to substantiate his claims on date of purchase and what was ordered so we can cross check on our POS. I called it a fabricated review or having the wrong place.
    If nothing is received in the next week I will be talking to a solicitor to take defamation action against this guy. Sick of the creeps doing phantom reviews and making us look bad in the eye of the consumer.
    I'm going out of the industry fighting mad :)
     
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  3. Pizza_Al

    Pizza_Al New Member

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    I agree, bad reviews can be frustrating. On a busy night majority if not all customers will be satisfied but it just takes that one bad apple to get you down.

    Best way to counter bad reviews is to get a bunch of positive reviews to bump it down. Start asking your best customers to write a review:)
     
  4. Dman

    Dman Member

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    The review sites call me all the time wanting me to advertise with them. I can understand why I would to pay/advertise with a company that will host negative comments about my business. ...maybe when we as business owners have an option to review and rate customers not just a follow up comment. I don't have hardly any negative reviews but they sting when I get them.
     
  5. clownhair

    clownhair Member

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    Reviews drive me absolutely nuts. I will see bad reviews on other peoples business and they get me as heated as if it was my own. Being a bit hyperbolic here, but I see a LOT of " Been going to this place for 30 years, always the best ever. Went last time and got 1.9 ounces of bacon instead of 2 ounces. Fuck this place, never eating here again." Obviously over the top but the general outline is there.
     
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  6. bodegahwy

    bodegahwy Well-Known Member

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    Yup... a few good reviews on top always help. Where I live Trip Advisor is #1 and Yelp #2 for the number of people using it. I can always use a good review in case any of you all happen to visit us. I am happy to visit your establishment as well when possible.
     
    Last edited: Feb 20, 2017 at 4:08 PM
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  7. Preston

    Preston Member

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    Bodegahwy, Please don't take this the wrong way. I've found your comments and help to be extremely good hearted and beneficial to me on many occasions. However, I think the idea of asking for or swapping reviews is a bad idea. It seems as "fake" as the bad reviews that plague us.

    I'm pretty proud of our reviews (4.5 out of 230+ on yelp), and (4.8 out of 70+ Google reviews) I find the key to getting good reviews is providing quality food, service and being humble when you make a mistake. I can't count how many times we received a low review (1 - 3 star) for some reason I thought was a little ridiculous. Instead of responding harshly I bite my tongue, apologize and offer to make it up to them. Usually I'll private message them first and then post a public response. Many many many times the person just wanted to be heard and often times re-adjust their review with a higher ranking based of my response.

    Good luck!
     
  8. bodegahwy

    bodegahwy Well-Known Member

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    Yup, me too.... The whole thing makes me nuts. Never once had a response to a private message on the review websites though except once where we started communicating through FB.

    My issue is not the times when we made a mistake. Heaven knows we all make them and in thousands of orders we are going to get something wrong once in a while. For the most part we get it right. If we know about the mistake we correct it right then. I have never had one of those scenarios turn into a bad review.
     
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