why no outlet for restaurateurs to respond?

6/24/2008 vu n. says:

what, u think this is a democracy?

6/24/2008 CK S. says:

Because there is no such thing as *restautateurs*.

6/24/2008 Lance "On a Sunday mornin sidewalk......." G. says:

I think you answered your own question.

6/24/2008 Jaime "live long and prosper, bitches" L. says:

hahahahahahaha!

6/24/2008 crispy "ode to potatoes" b. says:

you can respond personally to yelpers through PM's, but do so in a courteous way.

6/24/2008 luis "already banged the bejeezus out of your girlfriend" .. says:

i think that is a great idea.  there are a lot of jackass customers that servers and businesses have to deal with, many of them yelpers.

6/24/2008 Joe "President of Cool" C. says:

I don't even know where to start.  So I won't.

6/24/2008 Sally "wowee zowee" K. says:

Definitely something that is long overdue...  At least SOME type of platform for business owners and the like to respond.

6/24/2008 CINDY K. says:

http://www.yelp.com/bu...

6/24/2008

This account has been closed.

6/24/2008 gravy b. says:

oops, I meant restauranteurs...I was trying to get fancy, I should have just wrote restaurant owners.  Foiled again.  I work in a restaurant that gets its fair share of reviews, most good some bad.  There have been a few negative ones that seemed like problems easily fixed if the diner had merely brought the issue to the attention of the staff and I just want to ask Why??!!  Why sit there like a stoic if there is something going on that is so bad it will warrant a one star yelp review from you as fast as your little sausages can carry you home?

6/24/2008 CK S. says:

gravy b. says:

oops, I meant restauranteurs...I was trying to get fancy, I should have just wrote restaurant owners.  Foiled again.  I work in a restaurant that gets its fair share of reviews, most good some bad.  There have been a few negative ones that seemed like problems easily fixed if the diner had merely brought the issue to the attention of the staff and I just want to ask Why??!!  Why sit there like a stoic if there is something going on that is so bad it will warrant a one star yelp review from you as fast as your little sausages can carry you home?
------------------------------ ------------------------------
Good point. This site lends itself to all manner of exaggeration to the point when sometimes it seems like a reviewer just forgot to take their meds that day. Most reviewers are pretty fair, though. There is no fixed standard by which bias is measured, just opinions from a wide spectrum of individual predispositions.

6/24/2008 KayJay .. says:

Why is the "blame" on the customer and not the staff?  I don't mean to be rude, but, when I go somewhere I expect good service.  It isn't up to me to keep raising my and and saying "Excuse me, can you fix... excuse me, can you change... excuse me, can you add... excuse me, I didn't get...."

Knowing these issues exist in an establishment is exactly WHY the reviewer wrote the review.  Every consumer should be aware so they can make the decision to dine there or choose not to deal with a place they're going to have ask for certain things that are expected.

It's not very fair of you to turn it around and say "Well, you didn't say anything..."  That's not their job.  It's every employee/owner of that restaurant.

6/24/2008 Mick F. says:

I think if you were a restauranteur, you could start a talk thread whining about how your ass hurts because some disphit from Menlo Park sat next to a fucking baby or didnt get a lemon wedge in their water, and then Yelped about it.

I mean, geez....

No one has ever done that before.

6/24/2008 T A. says:

Sometimes, we don't say anything for fear of hair or spit in our food! I generally speak up if something is really wrong, but I try to do it in a way that won't lead to nastiness.

Maybe you peeps in the industry need to stop playing the "I'm in control of your food card" and we'll stop being such negative yelpers who sit there silently judging you & forming the bad review in our heads as you fuck up around us.

Fair trade.

6/24/2008 Jessica V. says:

I know what you're talking about, gravy.

When I last worked in a restaurant there would be reviews that we hadn't done something - because it was our policy not to (not out of being shitty, but because restaurants need to have consistency).  But if they had asked we would have totally done it!  It's not like the server is going to suggest to everyone who comes in, "oh, and you can get the sauce and the dressing on the side and if you want half potatoes half vegetables we can do that for you even though the menu just says vegetables..." etc etc.  

Now making mistakes is one thing, but reading a customer's mind is another entirely.  And I would see reviews for that restaraunt (which had a four star average) that complained about things that were merely misunderstandings on the customers part that they never made any effort to clear up.

6/24/2008 Kosuke I. says:

KayJay, the problem is that everyone's definition of "good service" is different, and some people come to the table with unreasonable expectations that sometimes borders on the irrational.  I see this all the time when I'm out dining.  I call them high maintenance people, I'm sure the server has a much less nice term for them.

6/24/2008 Mick F. says:

Kosuke I. said, "KayJay, the problem is that everyone's definition of "good service" is different, and some people come to the table with unreasonable expectations that sometimes borders on the irrational.  I see this all the time when I'm out dining.  I call them high maintenance people, I'm sure the server has a much less nice term for them."

**************************

Yeah, "Recipients of the Special Hollaindaise"

6/24/2008 Lise "I can't think of a nickname" L. says:

The people that give a good restaurant a one-star review for not reading their minds are usually recognized as idiots and their reviews ignored. I never pay attention to overall star rating - I go through the reviews themselves, so to me, the idiotic reviews don't do any damage. I think the business owners themselves pay the most attention to the star average, but I could be wrong.

Also, never under estimate the power of an apology. When approached by a business that I have reviewed negatively, if the approach has been friendly and warm, I always go back and review my review. If I was overly harsh, I will adjust. If not, I will take note of the positive follow up and give them kudos for that.

On the flip side, nothing solidifies my negative impression more than a business owner that challenges my review, insults me or simply lies about what I experienced.

I am on the fence about the value of a business owner response to a review.  I like the idea because I want to see how owners are responding to negative reviews. Are they threatening conspiracy theory nuts or genuinely concerned that guests have a good experience? It would take the behavior out of the privacy of PMs and out for all to see. On the other hand, I can see the potential to get nasty and drama-filled.

6/24/2008 Uncle AL J. says:

There is a select few of us on yelp that do work in restaruants and respond in kind or harshly to people via these talk threads and some times directly to people through there reviews.  so there it is.  that being said.  DO NOT BE AN DICK TO YOUR BAR TENDER, CUZ THEY WILL RETURN THE FAVOR TEN FOLD.

6/24/2008 brian m. says:

Thank gawd Uncle al, i have been at this shit for years and there does not seem to be any one trying to stand up for us.

Cheers, my friend.

where do you work?

6/24/2008 Uncle AL J. says:

I'll never tell.

6/24/2008

This account has been closed.

6/24/2008 Randy "American Standard, Crimson Transparent" C. says:

Because it's a review, not a discussion board.   Perhaps if we had enough discerning customers willing to write an honest review (rather than automatically give it five stars because you liked your rice) then the quality of food would start to jump.

6/24/2008 gwynnie p. says:

Noun
restaurateur m. (f. restauratrice, m. plural restaurateurs, f. plural restauratrices)

6/24/2008 T A. says:

Michael "The Dragon Slayer" M. says:

The beauty of requiring actual reviews is that you get a sense of what kind of person is writing it. If they sound like a whiny bitch psycho I'm not going to take anything they say to heart. If they sound like a too cool for school hipster, I'll do the same. If they sound like a decent, rational positive human being, I'll give their claim some creedence.
------------------
+1

But I must admit, I enjoy reading the 1-2 star reviews FAR more than the 5 star love-fests. =)
But, like Michael said - if it's sensibly written, it holds more weight than a pissed off whiny bitch or something irritated with the lighting, decor..etc.

6/24/2008 Sammy "Off My Sassy" S. says:

I actually think it's a good idea to give business owners a place to respond to Yelpers. Everyone has their likes and dislikes and there is no way everyone is going to have the same experience at an establishment, so if something was a little off and you write about it, the restaurant/business should have a chance to apologize and try to rectify the situation.

6/24/2008 Bryan "C'mon Ireland" B. says:

Hey gang,

I thought I'd pitch in since we recently launched the ability for business owners to claim their business page and access Yelp for Business Owners. Once a business owner has completed the claiming process they'll be able to privately message yelpers that have reviewed their business (similar to a regular PM message).

Yelp for Business Owners can be found at http://biz.yelp.com

Feel free to PM me if there are any questions.
Cheers,
-B-

6/24/2008 Kri "Kristin" B. says:

Good points, CK.  I try to visit a place a couple of times before I review it, because I'd hate to give a place a bad review that could really negatively affect their business if they're just having an off day or something like that.  I know I'm not the only Yelper that has this policy.  The few businesses that I have given really bad reviews have had staff that completely ignored my concerns (example... Calzone's in North Beach, server ignored us when my Fella said his food seemed spoiled).   In these cases, I'd LOVE it if someone from the restaurant politely contacted me, apologized or said that they didn't think my experience was representative of the best they could offer, and invited me back.  I wouldn't even need a free meal or a coupon, just knowing that my business is important enough to them is adequate for me to give a place another shot.

6/24/2008 Annie F. says:

gravy b. says:

oops, I meant restauranteurs...I was trying to get fancy, I should have just wrote restaurant owners.  Foiled again.  I work in a restaurant that gets its fair share of reviews, most good some bad.  There have been a few negative ones that seemed like problems easily fixed if the diner had merely brought the issue to the attention of the staff and I just want to ask Why??!!  Why sit there like a stoic if there is something going on that is so bad it will warrant a one star yelp review from you as fast as your little sausages can carry you home?
==

I sometimes don't bring up issues because I don't want spit or worse in my food.

And, not all businesses are worth 5 stars. Businsses can respond if they choose to. It's a review site; if people have had a bad experience, they are allowed to share it. And, one low review does not make or break a restaurant. If there are lots of low reviews, however, maybe the business should take a long, hard look at itself.

6/24/2008 Linda "Jiminy Cricket" M. says:

I see both sides of this issue.  In SF, I don't think it's as much of an issue because there are enough reviews that you get a good feel for the quality by the overall rating.  But I noticed a Yelper in Portland who was a vegetarian panning all these barbecue places.  When there are only a handful of reviews, a 1- or 2-star review can really affect the overall rating.  Sure, I read the reviews, but I check out the ones with the best overall rating first... so I might miss a good place because of one crankypants.

6/25/2008 Ethan W. says:

Because rather than tell people what's wrong you all would rather bitch anonymously and make fun of people working hard to serve you.  You all have perverted this site into something out of control.  Sorry, just my take.  Can I come to your job and then compain about you?  Alas I bet not, but your all perfect everyday anyway.  Building something special takes work and time.  Treat others as you would like to be treated and you will have my respect again, but not untill all buy in.

6/25/2008 Ethan W. says:

Also any place that would spit in your food rather than assist you in improving your experience is something I would never do and will not support.  No problems, only solutions

6/25/2008 Cornelius "indigomaster" S. says:

Isn't this the very forum you seek, centurion?  why just recently an irate business owner started a flame war over one bad yelp review that deteriorated into an online nervous breakdown.  but it doesn't have to. you could address concerns in this forum or via pm, no?

6/25/2008 gravy b. says:

twenty years in the business and I have never seen anyone in any of the kitchens that I have worked in spit in food or do anything to food to "get even" with a dissatisfied customer.  And the purpose of my original post wasn't to whine or cry.  It's funny that the responses that immediately went to attack mode were made from Yelpers with thousands of reviews to their credit.  Get a life....no, no, you've misunderstood me again: a real life, not the simulacrum that you perpetuate in your beanie baby lined cubicle world that stinks like fritoes and old socks.

6/25/2008 Jessica V. says:

It's funny that the responses that immediately went to attack mode were made from Yelpers with thousands of reviews to their credit.  Get a life....no, no, you've misunderstood me again: a real life, not the simulacrum that you perpetuate in your beanie baby lined cubicle world that stinks like fritoes and old socks.
________

Hey, gravy, I actually agreed with you.  Several of us did.  You wanna chill out and drink your coffee, go take that giant crap that's bothering you, and maybe THEN post a response?

6/25/2008 gravy b. says:

I guess the shame of multiple misspellings sent me over the deep end...I apologize.

6/25/2008 Jessica V. says:

Don't make me throw my beanie babies at you, dude.

6/25/2008 Omid "The Rock, Skipper, Urban Zen Master" T. says:

This coming from someone with 5 one-star reviews.  Real constructive, buddy.

6/25/2008 Louis "LG" G. says:

Ethan you're quite wrong about that.  Lots of people work in the entertainment or service industries and we review restaurants on yelp as well.

Personally I work on video games, and a measure of my performance is the accumulated reviews on http://metacritic.com and ultimately by the customers who either buy or do not buy the games I work on.  The metacritic score is used industry wide as a measure of quality and how good a job you're doing similar to what Zagat, Michelin Guide, etc... would be for food.

Sure it hurts to get negative feedback.  "This sucks, this game blows, the devs on this game can kiss my ass, etc..."  One thing to think about is that if you don't want criticism, don't read the reviews.  Personally I read what people have to say about the stuff I am doing because I want to do a better job.

If you don't, or you're too sensive, then don't come to places like this.

As for business owners responding, this is a horribly bad idea.  Sure sometimes there are things outside of your control which caused someone to have a bad experience or made you produce a bad product, but in my opinion the best thing to do is shut up and do better next time.

6/25/2008 gravy b. says:

Hey, all I really said in the original thread was that it would make fun reading!!!!  And now I have become the de facto leader of a powerful movement that is poised to sweep the nation...and then the world.  I didn't want this.

6/26/2008 sparkle "ing" m. says:

2 things
1) it would be an entertaining read, to have industry folks respond to bad yelp reviews.  think less literate anthony bourdains, add booze, anger that is not muffled by financial success, and stir with sour grapes.  reality tv wishes it had something like that.
2) in defense of gravy's "5 one-star reviews". i like this idea so much i took the time to read his reviews.  one was apple store (who never curses their ipod?), one was fat slice (after it went out of business), and another was yelp (not yelpers... don't get your beanie babies in a bunch). .

6/26/2008 lazslo "snake ranch lamentations" t. says:

I come on here to write reviews but also to respond to the occasional negative review I get at the bar. I'm not shy about sending someone a message if I think theyre wrong but usually I just say sorry and hope they'll come back to give us another try. Yelp is an open forum. If people are going to write reviews, business owners have every right to challenge the assertions made by the reviewer. Just because someone signs up for a Yelp account it does'nt give them instant credibility or immunize them against being called out. As someone who has been served and provided service to others, I will attest to the fact that there is both bad service and there are bad customers. While most people who yelp are good customers, not all of them are, and if no one takes them to task, they will go on being louts.

6/26/2008 .Hazel "Thistle lander" T. says:

Ethan W. says:

- Can I come to your job and then complain about you?
(No - since I don't make a living serving the general public at large.)

You all have perverted this site into something out of control.  Sorry, just my take.
(No need to apologize for having an opinion around here - see how this crazy thing works?)

6/26/2008 gravy b. says:

Absolutely.  There should be a call-out page to link to from Yelp and just let people have at it....if they want to meet in a parking lot somewhere and ratchet it up a notch so be it.  My money is on the industry people; the bartenders and the fernet fueled psychotic cooks over the sniveling suits any day of the week;  kind to think about it, a brunch waitstaff over anybody...because serving you your eggs and mimosas sucks.

6/26/2008 Jessica V. says:

I though psychotic cooks were fueled by cocaine.

6/26/2008 Teal "not new here" H. says:

gwynnie p. says:

Noun
restaurateur m. (f. restauratrice, m. plural restaurateurs, f. plural restauratrices)
-----------------------------

I LOVE you, Gwynnie!

6/26/2008

This account has been closed.

6/26/2008 Stephan "IYLMNYTATYPOM" W. says:

There has always been an outlet for ownrs of a busienss to respond.  They can write a review of their own business.  

For everyone reading this who *is* an owner of a business remember this:  Yelp is just allowing you to read the things that most people are probably already saying to their friends.  For the people who give you useful input, you can use that.  For the people who shared a bad day with you, you can react.  (Hopefully in a constructive fashion!).  For the people who are just cranky and pointless -- well you know who to ignore.  

Don't worry so much about each and every review though.  If Yelp actually gave y'all the opportunity to respond to each review, imagine the sort of time sink that would turn into!

6/26/2008 Kapeli M. says:

Michael...I think you are being a bit dramatic.  You are a consultant...possibly you work on a few projects for your clients, and it has to be perfect.  But restaurant people do possibly 400 projects, in the time you do one.  400 projects, with 400 different evaluators, there is much more room for a mistake.

I don't think that you should expect less from a restaurant, but if you have a bad day in the business world, most likely you can make up for it.   IF a restaurant worker has a bad day, or the restaurant is training somebody new, the impact is immediate and the critics unforgiving.   Just something to think about.