If you aren't a stranger round these parts, you may know I use Yelp (I've
written more than a
few posts). I think it's a great place to get real reviews from people not getting special treatment or who may prefer to visit a place when it's not peak hours to get the real scoop. I can use it to find a place for a quiet date night, group outing, BYOB dinner, authentic cuisine, etc. That being said, you have to wade through a monster pile of bullshit to get the good information.
What do I mean?
How about I break it down in convenient, attention-grabbing, social media friendly bullet points. Here are five reasons restaurants will get frustrated with Yelp and the people who use it:
- You are dealing with people who don't like your food. . .anywhere. It's not uncommon for me to check out a place on Yelp, and a one- or two-star review will say something along these lines: "I didn't really care for the food, but I'm not a fan of (insert restaurant's cuisine)." I've seen people say they don't like raw fish, and then one-star a sushi joint if they didn't like the sashimi they ordered. I've also seen a vegetarian one-star a steakhouse for not offering a vegetarian option. These are facts. Shitty, shitty facts.
- You are dealing with people who don't care or understand your vision. This is a pretty good example (and the inspiration behind this post) of a restaurant owner and chef responding to someone who didn't understand the concept. At home, someone may prep their grilled chicken and spaghetti the exact same way they'd prepare their spaghetti and meatballs. The fact that careful planning of taste, texture, etc. went into that menu item you're so very proud of never occurs to them. Misunderstandings also happen. A local Neapolitan pizza place has been skewered for not making proper New York style pizza. Neapolitan pizza and New York style pizza aren't the same, amigos, that's why it's different.
- You are dealing with people who know more about your food than you. Welcome to the internet. We're a bunch of experts on everything. Wikipedia, food blogs and social media have helped create a generation of people quick to use the term 'foodie' when describing themselves (I am also guilty). Thing is, we don't know what we're talking about. That BBQ expert trying your brisket for the first time may say it looks burnt when referring to the bark. That sushi expert may be surprised to find that sea urchin is supposed to be creamy...not firm. Also, farm-raised, organic chicken doesn't taste "funny" it tastes like an effing chicken. Your frozen, hormone juiced chicken breast is the one that tastes funny.
- You are dealing with people with a bias. I also call this the "In n Out" effect. . .also known as the "Shake Shack" and "Whataburger" effect. Brand loyalty will cause someone to not like your food no matter how fantastic the meal or how amazing the service. I've seen way too many reviews that are sunshine and puppies that conclude with 'I still prefer the food over at Competitor X better.'
- You are dealing with people. We're fickle bastards with emotions that control and drive us. Your best plate of food and nicest server will be a ray of sunshine to Customer X, but Customer Y is coming off a bad day at the office, a break-up and a speeding ticket. Customer Y is going to hate everything about your restaurant because they're in that kind of a mood. When they get home, they'll get on Yelp and re-live their day leading up to their meal in their review. Then, after 500 carefully chosen words NOT about your restaurant, they'll wrap it up by saying 'The food was OK,' and drop a one-star review on you. We're such an advanced species.
So there you go - five reasons off the bat. I didn't touch on the tired expression 'The customer is always right' because I think it's a crock of crap that allows for an obnoxious sense of entitlement on the diner's behalf. In the end, my advice is to take it all with a grain of salt. The legitimate is in there somewhere, just plan on wearing waders and bringing a shovel to find it.
Cheers.
I'm Joe.