Comments on: Are You Causing Your Own Reputation Problems?

By: Mat Siltala

Mat Siltala — Tue, 20 Jul 2010 15:52:41 +0000

Deanna, just got some additional feedback from Yelp: Good feedback. What I’d suggest is that if this business hasn’t already, we’d encourage them to claim their free tools. Via those they can respond to comments publicly and privately and let yelpers and readers know that specific stylists have moved on and share insight about new staff in the “About Us” section. That would also be a good place to share insight into how their salon operates (ie: independent contractors)

By: Deanna

Deanna — Thu, 15 Jul 2010 07:04:50 +0000

While I am happy that prospective clients can access reviews on my services and my salon, I am puzzled by Yelp and their policies. We have many positive reviews and a very few negative reviews. The few negative reviews are years old and yet they continue to appear on this site. In our salon, the stylists operate their own business. Stylists who don’t serve their clients well or perform below standard are encouraged to move on. It’s disappointing to check our rating and find it still reflecting complaints about people who are no longer with us, and clients of disgruntled former stylists still slandering our salon. It is also disheartening to see more current reviews being “filtered” and ancient and irrelevent reviews being in the forefront. I am looking forward to the day that Yelp creates a “filter” that more realistically portrays the current service we provide!

By: A Jaijee

A Jaijee — Wed, 02 Jun 2010 01:04:44 +0000

Not sure of their filter. I wrote my first review, and lo and behold it ended up being filtered. Oddly, out of 11 reviews for this particular Hair Salon & Spa, 5 were filtered and I can’t see why. Any explanations?
I don’t see why I should invite friends and or waste my time writing a review, for it to end up being filtered.

I personally think there is more to it, Right Jeremy!

By: Mat Siltala

Mat Siltala — Thu, 27 May 2010 17:04:34 +0000

@MG S. You make a lot of valid points here, and your issues with Yelp are not unique. My suggestion would be to "flag reviews" that you KNOW are of HATE, FROM A COMPETITOR, OBVIOUS SLANDER" and document it, Take screenshots of it, and do your due dilligence in taking the bull by the horn and stopping it. If you do all that YELP is BOUND to listen to you, and if they don't, you may actually have a good case. Again, just my .02

By: MG S.

MG S. — Thu, 27 May 2010 10:28:49 +0000

Yelp allows postings that should not be there. In spite of their policy, I notice cemments contaning personal attacks and defamation and obvious as such, but prevailing on yelp.
I had posted about a business I like and had a long and detailed post there. Yelp pulled it out. Other posts were quite supportive of that business as well.
One person didn’t like the owner’s background who was born in a different country and guess which post comes up when you do a search on the company name? All the other posts are gone, which were put there by actual clients of that company, including yours truly…If somebody is out to get someone, their competiton, disgruntled employee or simply someone who can’t retain the business for financial reason and wants everything for free, that individual will likely be posting on Yelp.. They could make defamatory comments because they are resentful or unable to afford the services offered or they simply own a competitive business. They will prevail on yelp as they will look more like an actual comment than REAL clients of the business’s who want to support good people and a great company by posting their actual experience. Very stupid system, they should let all the posts show and let consumers sort it out. Hatred and slander ususally is what it smells like it is… However good comments should all be allowed to list in searches as well. yelp you suck!

By: Mat Siltala

Mat Siltala — Wed, 26 May 2010 16:54:28 +0000

@Gerry Lewarne

I hear ya and I have talked to the “powers that be” at Yelp on numerous occasions about this very thing. They believe in their filters and feel they have a good control over people gaming the system. I really doubt it will get much better until they do a better job at listening to people like you and other small business owners that have had some obvious issues. On the other hand, look at the issues people are having with your business and see if there is something that you can do to solve the problems that users are having. Look at is as an opportunity to grow and get better. If you flag reviews that are obvious fake (or competitiors jacking you) and you keep flagging them, and get others to flag them – they will have no choice but to take a look. That’s my .02

By: Gerry Lewarne

Gerry Lewarne — Tue, 25 May 2010 18:22:41 +0000

I am still on the doubter’s side with Yelp. We are on the site as a business and have five reviews, all relatively negative for standard reasons (don’t like our price, think we have bad CS because we do not give money back after the item is used, etc). About 99% of our clients like us and occasionally ask how they can help. We suggest they Yelp!.
So last week we finally get a good review and 2 days later it disappears. Meanwhile one of competitors with a whole bunch of bad reviews (clients called the police! etc) has had all those reviews disappear – what a surprise!
We think Yelp is being manipulated – I do not believe in robot filters.
In the meantime, we keep trying as hard as we can to give great customer service and great product at great prices. Oh well I guess this piece of technology has to be ignored

By: Robert Dall

Robert Dall — Sat, 17 Apr 2010 21:32:53 +0000

@minsha
I’d checked out Urban Spoon. They are a lot more transparent and I really like their iPhone app.

I don’t work for Urban Spoon, I just really like their site.

cheers

Robert Dall
coffeevancouver.ca
“And the coffee blogger banned by yelp”

By: minsha

minsha — Tue, 13 Apr 2010 02:45:00 +0000

@Mat Siltala – they “never remove reviews”?? Really?? I’ve been trying to honestly Yelp for months (not a heavy user, though, just don’t have time for it) and have yet to have a review that didn’t get removed. It’s very frustrating, because it can be hard for vegetarians and vegans to find reliable information about where to eat, so I wanted to share my experiences as I’ve traveled to different places. I have reviews of restaurants in New York, Asheville NC, Denver, and Las Vegas – and all of them have been removed.

By: Robert

Robert — Tue, 16 Feb 2010 22:22:57 +0000

Ah! Thank you for posting this!| There have been a mass of different
info blogged about, this dispells, puts to rest
some of what I’ve seen.