Thoughts on Yelp Shaming

You reap what you sow.

 

Insulting customers doesn't seem like a good way to run a business.

 

If somebody has a negative experience in your establishment you should be reaching out to that person to see where you can improve. No business is perfect, and this person was a paying customer who wasn't happy with the product. I'd find a way to make it right.

 

Was this a Virginia brewery? We had a bit of a kerfuffle happen in the last few weeks. The upshot was that the owner banned himself from posting on the brewery's Facebook page any more.

 

Not sure I really get into Yelp, most people post silly stuff so its hard to take what is serious from what is not. Regarding a brewery bashing someone seems silly, you cannot please everyone so move on and focus on the other people who love your place.

 

HR is important. It sucks when any party tries to shame another in a review. There are pleasant ways to frame and word your displeasure.

I've nearly booked stays with folks on AirBnB, but after seeing the way they handle criticism in reviews, have backed out from offering them my business. Shame for the brewery. It's an important lesson that while HR may not always be the most fun task, and biting your tongue isn't easy, both are an invaluable skill and asset for businesses.

 

The Office and Toby may make HR seem like a joke, but they are not. Personally, I don't know how folks work in HR, as it just seems strenuous, as they are the damage control for the company, the brand, and all the employees and owners.

If you're going to keep posting about this one incident and how it happened, will you share the posts?

 

Here's the spat that happened in VA:

http://www.newsplex.com/content/new...ting-negative-Facebook-reviews-427538243.html

 

I agree with the growing concensus in this thread. That was inappropriate in several ways, as others have pointed out. It will, as several others have mentioned damaged the brand/brewry in the long run.

I'd say that the person representing the brewer who took that course of action has little understanding of social media and how rapidly information can spread. Not only that negative information tends to have a life of it's own. So even should the brewery reach out an apologise it same forum many of the folks who heard of the incident will never even learn the brewery expressed it's regret and that it made an apology. Social media are a two-edged sword and one side of the blade is much sharper than the other.

 

Thin skins never wins. And that's all I have to say aboot that.

 

OMG!

 

I saw the post that you are referring to. I was very put off by it, and it really flipped my perception of the owners of that brewery.

 

I've been itching to visit this particular tasting room in Costa Mesa ever since they opened. The way they responded to this dope's Yelp review actually makes me not want to give them my business, just based on how unprofessionally they handled this. Is it really worth going after someone who posted such an ignorant and unintelligible review of your brewery?
I say not.

 

It makes me wonder how they would respond to a legitimately poor Yelp review, i.e., a customer that has a bad experience such as poor service, dirty tap lines, rude servers (common), or simply didn't like any of the beers. I totally understand that Yelp can be total bullsh*t, but are you gonna go after everyone who posts a negative review online??

 

Everyone----breweries included, have an off day or product. This is a very
opinionated area of consumption. Nothing in the realm of food or brew will
satisfy all consumers, but a bad experience will leave a permanent bad taste
in a consumers mouth. There are always bad reviews----let it be as grass
through a goose and move on. If you are 90 percent high ratings and 2 percent
negative with the rest in the ether then you are doing fine, but shaming a bad
review is not a good thing to do.