Yelp and the small business owner; friend or foe

Luv me some Yelp. This site has been amazing for my business. I am very thankful to my wonderful clients that have given me glowing reviews. As Yelp grows, more and more people are looking to it for the services that they need. I also use Yelp to find services that I need. I was beyond thankful one morning at 3:30 when I was able to find am emergency plumber(neighbors flooded my bathroom).

On the flip side, I have had two people threaten me with the powers of Yelp. Recently two clients have said "If I don't like you, I will just Yelp it."  What a way to start your morning. Yes its good to have a site where people can review business, but what if its inaccurate.

One of those people did review me in a rage because I said the only other storage solution that would work in her tiny sons room was an extra shelf. Ouch. Luckily this was filtered out.  I did nothing wrong. I showed up early, did the job I was asked to do in a short amount of time, and gave her a multitude of ideas for other areas of her home. There was nothing I could do about the size of the room.

The second situation was when someone thought I missed their appointment. She had written down the wrong time for our appointment. I was running errands in between jobs, when I received her call. I ran home and found the email stating the correct time of the appt. I was able to show her this and calm her down.

All in all, I think Yelp is wonderful and very thankful for what is has given me!

 

Filed under: Uncategorized

Tags: business reviews, yelp

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  • You make interesting point that Yelp filtered out the bad review; however, their filtering process is not foolproof in that both good and bad reviews get filtered, so:

    1). Legitimate good reviews are removed or hidden. There are Chicago businesses with 100's of good reviews you can not see right way because they end up in the filtered section.
    2). Legitimate bad reviews are removed and anger Yelpers. If you had a real complaint, and the day after it was placed, it was gone, you would feel betrayed by Yelp like the women who's "legitimate" review was removed from your profile.
    3). False bad reviews sometimes remain and Yelp will do nothing.
    4). Yelp offers paid advertisers the ability to hide competitors and manage reviews for a price (currently $3,000 to $12,000 a year) on
    a contract with a $1,000 cancellation fee and automatic renewals.

    In your case, whether you felt it justified or not, a person who took the time to complain had their complaint removed. That was not fair to them and someday a really bad review will end up on your profile and be constantly the first one everyone sees. That will be the day you get a call from Yelp to "fix" the problem.

    Look up Morning Glory Bakery in Chicago who sued Yelp (and Yelp profile shows them CLOSED even though they are still in business).
    Google Yelp scam, complaint, ripoff and there are thousands of postings about people who were wronged by Yelp.

    In twenty years as a Chicago business, I have had real compliments removed, I have had reviews placed on my profile from people who never visited me or went to a competitor and then mistakenly placed the review on my profile. In the latter two cases, Yelp refused to assist.

    Yelp review system is not perfect. It is easy for someone to place negative reviews about your business either as a means to get free things or simply that there are people who can never be pleased.

    A complaint should be a cry for help from a consumer to fix a problem.
    Placing an anonymous review does not help the consumer and does not allow the business to make good on an error. In your case, you know who reviewer because you knew their names and were in their homes. A larger business has hundreds of people they will never know by name and it is easy to accumulate many bad reviews for minor infractions. This only serves to create friction between businesses and consumers.

    In the Yelp system:
    Good reviewers are unhappy.
    Bad reviewers are unhappy.
    Businesses who's good reviews are hidden and bad reviews are not are unhappy.

    In the end, Yelp wants business to pay outrages sums to support them.
    See "yelp advertising a ripoff for small businesses". It is a wonder that Yelp has not turned a profit and it's stock is down by 30%.

    Yelp has potential to do good. It just hasn't arrived there yet.

  • fb_avatar

    YELP in HELL!
    http://www.eastbayexpress.com/ebx/yelp-and-the-business-of-extortion-2%200/Content?oid=1176635
    We pray to The LORD that YELP EXTORTION continues to be exposed in the media, blogs and Courts! YELP manipulation (algorithm) of reviews for a $ is extortion! Our LORD will show no mercy for all the damage and EXTORTION they have inflicted upon small business owners and the children they support. If you or your family own a small business, DO NOT PAY any extorsion fees to YELP. The word is out - In 2011, Yelp lost $16.7 million with revenue of $83.3 million. YELP and Jeremy Stoppelman are a brood of snakes and scorpions and deserve to BURN ALIVE for their lies, extortion, and slander.
    If you have been damaged by YELP - PRAY PSALMS 119 FOR THEIR DESTRUCTION! Say five times: "Archangel Gabriel destroy YELP Now!"
    YELP WILL BE BANKRUPT SOON! ALL PRAISE TO YHWH! The Righteous, Just and Almighty LORD of man and earth!

  • fb_avatar

    YELP in HELL!
    http://www.eastbayexpress.com/ebx/yelp-and-the-business-of-extortion-2%200/Content?oid=1176635
    We pray to The LORD that YELP EXTORTION continues to be exposed in the media, blogs and Courts! YELP manipulation (algorithm) of reviews for a $ is extortion! Our LORD will show no mercy for all the damage and EXTORTION they have inflicted upon small business owners and the children they support. If you or your family own a small business, DO NOT PAY any extorsion fees to YELP. The word is out - In 2011, Yelp lost $16.7 million with revenue of $83.3 million. YELP and Jeremy Stoppelman are a brood of snakes and scorpions and deserve to BURN ALIVE for their lies, extortion, and slander.
    If you have been damaged by YELP - PRAY PSALMS 119 FOR THEIR DESTRUCTION! Say five times: "Archangel Gabriel destroy YELP Now!" YELP WILL BE BANKRUPT SOON! ALL PRAISE TO YHWH! The Righteous, Just and Almighty LORD of man and earth!

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