I use Yelp a lot to look for restaurants, especially if
there is a new one in town or we are out of town and don’t know where to
go. I was reading the reviews on a local
brew pub that opened up recently. I was
amazed at the bad reviews of the service staff, particularly one server. It made me wonder if business owners actually
looked at their reviews online and if they don’t, why not? If I owned a place that offered a lot of
customer service every day, I’d like to know how my staff was performing. What
better way than to read what your customers wrote about their experience.
Now I know everyone has an off day, but the theme throughout
was bad customer experiences with one person and also many people saying that
the staff just stood around and ignored them.
Wow, as the owner I’d really want to know that, especially if I was not
there all the time.
Business owners now have so many ways to get feedback from
their customers yet they fail to utilize them.
I would hope that this business owner read the reviews and made some
staff changes as well as did some re-training on customer service. It’s crazy to have all this feedback and then
never use it to make your business run better.
Because for everyone who writes a negative review there are probably
three of four people who do not but never go back to that business and tell
everyone they know not to patronize them.
So if you are a business owner and have Yelp or other
reviews – read them and listen to your customers.
Suzanne Cormier
Executive Director
BizWorks (Small Business Incubator)
Follow Suzanne Cormier on Facebook and
Twitter @BizWorksCenter
No comments:
Post a Comment