The first time I posted on Yelp was a year ago when I had horrendous service from Lens Crafters.
Then I forgot about this haven for bad service until I started working for a client who used Yelp as her bible. My client, a restaurant owner, takes all her Yelp and Zagat reviews very seriously. Too bad no one else does. While my client goes over all her reviews, good and bad, and thanks reviewers for a good review and apologizes to the ones who wrote bad reviews, this is the exception rather than the rule.
Unless you live under a rock, you must know that we’re living in the Me-Me-Me Century. In this day and age, the customer is not always right. In fact, the customer is rarely right. Business owners will most often get defensive when you confront them about their wrong doings. Back in the 1980s if you complained about bad service, you may have gotten compensated for it with a gift certificate and an apology. But nowadays, you get bitch slapped for complaining — how dare you! Dare you complain, you’ll hear every defensive excuse in the book. A business owner will always defend his employee. A business owner will not admit to being wrong. A business owner will not accept constructive criticism. And a business owner or manager does not care if they lose a customer.
Sadly, we’ve gotten to the point where customers may not bother complaining because they know it will do no good. Yet, some of us still must make our voices heard, because venting is healthier than holding it in. So we will write those bad reviews no matter what the consequences because we want business owners to KNOW how we really feel. And that gives us a little bit of satisfaction even though deep down you still feel very hurt because you are not a valued customer and the business will never make right on how you were wronged. But what’s really pathetic is that the business owner may even read your review and hold resentment toward you! Their bad service is not the enemy — YOU ARE!
Why the change of heart since the 1980s? Maybe too many people screwed over places by complaining in order to get a freebie and word got out? Maybe there are so many people in the world, if one customer left there are so many others that it won’t harm a business. It’s a big world out there, right? If you burn one bridge, there’s so many others to travel over. Or maybe, as I’ve said before, people are just too pig-headed, too self-righteous to admit they are wrong.
Whatever the case may be, it’s a very sad world we live in. I’d love to go back in time to when the customer was always right, when there was such a thing as a “baker’s dozen,” when you can get something accomplished by writing a letter … sigh …
My only salvation is the fact that I am a self-employed home business owner and I have the power to treat people as I like to be treated myself. And one person can always inspire someone else.
So, c’mon people, let’s take a good old fashioned trend and make it new again! Let’s get good service back in vogue!