I like trying out new places, I do. I find them mostly through recommendations from friends and random people I meet, and when I’m in a completely new area where I don’t know anybody, I use Yelp.
For those of you who don’t know what that is, just think of it as a place where regular people like you and me write a short review and provide 1-5 stars to businesses we have visited.
I once went into an auto parts place, kind of hole-in-the-wall, and famous for its low discount prices on just about anything. I went in, stood in line, ordered my part, and walked right out after being given a little note that said that the alternator would be available for me to pick up at 3pm. I went back at 2:45pm and it was ready for me; I didn’t even have to wait in line. It was easy, and I didn’t feel like I was getting ripped off, so overall I was more than satisfied with my purchase. I could tell that they didn’t need a review to help out their business since they seemed to have a line all the way out the door in the afternoon when I went to pick up the part, but I decided to Yelp them anyway.
“Worst customer service ever!!”
“I am not giving them my business, they are rude and treated me like dirt!”
Who the heck is writing up these things? They were awesome! Sure, they weren’t the friendliest people ever, but if I wanted that, I’d just go to Disneyland, or stop in for a sandwich at Chick-Fil-A to be treated with smiles and unicorns.
I clicked on the “read more” link on those bad reviews (the place had a 3 star average, though I was expecting a 4 star minimum), only to find out that these people were saying that they weren’t greeted, and that they were rushed to make a decision. Another dude said that he would “go to another shop, even if I have to pay more for the parts”. One of the comments said it in the best way possible:
“People complain about the lack of friendly customer service, but I came here for the discount parts, I could give a crap about “good” customer service as long as I pay 70% of what other shops offer.”
Customer service is important when I’m paying for a service, like my mailing account, or my cell phone plan. When poop clogs the toilet and a plumber comes by to fix it without saying “Daaaamn! What did you eat?!” That’s when I care about customer service, but if he can fix it anyway, then I’m cool.
People go to those review sites only if they really liked the place, or if they hated it.
Have you ever had a horrible experience from a business?