Why Not Handle it Directly, Instead of Yelping on Social Media?

By
Services for Real Estate Pros with Napa Consultants DRE00893924

Whenever something goes wrong in any relationship, it is our policy in life to go directly to the source and express it in an objective manner.  We assume that people in business want to succeed and enjoy our relationship and patronage.  

 

 

We do not believe in leaving a negative review on social media.  As a matter of fact, we do not leave a positive review either.  We use WOMA, word of mouth advertising. Nor do we read reviews.  Who knows what the agenda of the person is who is writing the review.  We trust our friends, or check it out for ourselves.

 

 

Last week we tried one of the newer restaurants in town.  We walked in and loved the creativity of this Ale House, and the decor.  The vibe was fun and lively.  Check out the glasses in the shape of beer cans, pictured below.

We were excited to be there and to have another casual place to recommend and to dine at.  The waiter was great, and we chose two appetizers he recommended.  The first was delicious, the second was overdone.  

 

 

Ron asked to speak with the manager, and she promptly came over.  He explained exactly what was wrong with the dish.  She thanked him profusely for bringing it up, and was going to talk to the kitchen.  

 

 

He told her that we were very impressed with the restaurant and wanted them to succeed. In the meantime, she assured us that this was going to be taken off the bill.  We ordered another item, and it was absolutely delicious!

 

 

She came back to check on us, and once again, she thanked us for being direct, and giving her the chance to fix it. And she did, bravo Kathie! 

 

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Written by Ron & Alexandra Seigel-

 

CAN YOU STATE HOW YOU ARE DIFFERENT AND BETTER   THAN YOUR COMPETITION IN LESS THAN 30 SECONDS?

 

 

CALL US FOR A COMPLIMENTARY CONSULTATION TO ASSESS YOUR BUSINESS DEVELOPMENT NEEDS. WE ARE HERE TO HELP YOU CREATE BUZZ!

—Ron & Alexandra Seigel, Managing Partners

805.770.1129

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— Ron & Alexandra Seigel, Managing Partners 

 

Comments (76)

Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Laura Cerrano I am delighted you came back, and you are right about the wonderful insight here. A

Jul 08, 2021 07:30 AM
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Endre Barath, Jr. I agree with Diane.  Before social media, Ron and I brought friends to many of the best restaurants in Los Angeles as well as some of the humbler ones.  They went on to patronize them and that is the way we vote. And we still do it that way.  Most sane people want to hear what they could do better and will put it into action immediately.   At the bakery we frequent in Santa Ynez, if something is off and we let them know, they instantly remedy it.  They know we are trustworthy when it comes to suggestions.  Last time one of almond croissants was missing the filling, and they immediately gave us a new one...We all make mistakes, the excellence is demonstrated in fixing those mistakes...no need to spread negaivity.  

Since we both had wise fathers, mine always said in stronger language, If you spread manure, you come out smelling like it...LOL A

Jul 08, 2021 07:37 AM
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Mark Don McInnes, Sandpoint if I saw no reviews, I would definitely go eat there.  I am firmly esconced in my belief that I am the best authority for me...A

Jul 08, 2021 07:40 AM
Hella M. Rothwell, Broker/Realtor®
Carmel by the Sea, CA
Rothwell Realty Inc. CA#01968433 Carmel-by-the-Sea

The problem with reviews is that they stay with the business even if they make changes for the better. Our community is so small, we try to support each other especially after what retaurants have gone through this past year.  Most of them came out better for it.  The one time I felt a restaurant had made some bad choices, I did go up to the manager afterwards to speak to her about it.  My friend felt I should have said something when my items came to the table, but that would have put a dent into our otherwise fun  the evening, in my opinion. Write a review? No, because I hope they did pay attention to my comments and if not, local business will fall off during the week when they need it. 

Jul 08, 2021 09:18 AM
CANDACE (Candy) STEVENS, EA
Number Cruncher LLC - Overton, NV
Helping Taxpayers Resolve IRS problems

I agree Ron and Alexandra Seigel.   It is so easy nowadays to spout off at the mouth on social media when things don't go our way.  Social media is great and it is a curse.  

Thank you for sharing.  

Jul 08, 2021 09:58 AM
Ryan Huggins - Thousand Oaks, CA
https://HugginsHomes.com - Thousand Oaks, CA
Residential Real Estate and Investment Properties

Agreed, I always prefer to address issues in person and get them rectified then and there, rather than griping on some site after the fact.  Life's too short!

Jul 08, 2021 04:16 PM
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Hella M. Rothwell, Broker/Realtor® Good for you, and I would have done the same thing.  You make an excellent point that the review stays there even though they have adjusted or changed.  Thank you for that.  A

Jul 08, 2021 09:01 PM
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Candy,

We stay off of social media for the most part.  People often change for the better, and a negative review will follow them forever...I love that the Europeans have insisted on having the "right to be forgotten" on social media, and they can erase it.  A

Jul 08, 2021 09:04 PM
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Ryan Huggins - Thousand Oaks, CA we are on the same page.  I know you are a Star Trek fan, have you seen Picard, Star Trek?  A

Jul 08, 2021 09:05 PM
Ryan Huggins - Thousand Oaks, CA

I did watch season 1 of Picard, but that was enough for me.

Jul 10, 2021 10:02 AM
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Ryan Huggins - Thousand Oaks, CA That is all they made, and we thought that the story telling was convoluted...and that is all they made.  A

Jul 10, 2021 10:46 AM
Steffy Hristova
HomeSmart Elite Group Tempe AZ Tel: 480-966-9353 - Tempe, AZ
Tempe AZ Realtor - Your Home Close to Your Work!

Ron and Alexandra Seigel , I am glad that you described this experience, and your direct, healthy approach to it.

I think some people, who write negative reviews on social media , do not have the courage to state their complaint directly to the people they are complaining about. 

Jul 10, 2021 09:25 PM
Wanda Kubat-Nerdin - Wanda Can!
Red Rock Real Estate - St. George, UT
So Utah Residential, Referral & Relocation REALTOR

It's been made so easy to complain online about businesses or business people whether valid or not. I'd rather do WOM as you two do Ron and Alexandra. Straight to the source helps more often than potentially to cause unecessary harm!

Jul 11, 2021 03:00 PM
Matt Brady
Finance Of America - Del Mar, CA
One of San Diego's Best Lenders

I find it fascinating that we are slaves to how many stars some stranger gives us or others. Some of my most glowing reviews that state how great I was, get 4.8 stars. Some people that have a complaint give 5 stars. Some people just cannot bring themselves to give a perfect score no matter what. 

Jul 11, 2021 08:43 PM
Debbie Gartner
The Flooring Girl - White Plains, NY
The Flooring Girl & Blog Stylist -Dynamo Marketers

Yes, that's a much more productive and professiional way to handle things.  We always learned in Psych class that feedback is best when it's immediate.

Jul 12, 2021 05:06 AM
Steven Beam
RE/MAX Alliance - Parker Colorado Real Estate. - Parker, CO
Parker Colorado Real Estate

Word of mouth is and always will be the best. So many people hide behind their computure screens and will say things while typing that they would never say in person. 

Jul 12, 2021 06:10 AM
Karen Climer
Demetree School of Real Estate - Orlando, FL
Teaching people to pass the real estate exam

With some companies, posting a review is the only way to get directly to the source.  If you have a bad experience with Big National Company, and you talk to the local employee, you might not get anywhere.  They do their customers service through social media.  If you post a review on their social media account, someone will call you and correct it.  I'm not saying this is the best way for a company to handle it.  I'm just saying that many companies deal with customer service through reviews.

Active Rain is an example (kind of).  You cannot get a hold of someone to ask about billing, support, etc.  If you want their help, you have to post something in the Q&A section, ask your question to the masses, and tag AR.  When you do that, AR Support will get your porbably taken care of.  Is this the best way for a company to handle problems?  I don't know, but it's how they and many others have chosen to handle customer support.

Jul 12, 2021 10:34 AM
Sham Reddy CRS
H E R Realty, Dayton, OH - Dayton, OH
CRS

Thanks for sharing Ron & Alexandra! You hit the nail on the head!

We do not believe in leaving a negative review on social media.  Who knows what the agenda of the person is who is writing the review.  We trust our friends, or check it out for ourselves. 

Jul 13, 2021 05:09 AM
Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

I admit I did turn to social media yesterday to complain about my internet provider.  Their system was down (it happens) but their communication was laughable.  If you called, their pre-recorded message just said they had technical difficulties with their phone and couldn't answer. (It didn't admit their service was down).  If you were able to get to their webpage, it just said to go to their website to troubleshoot. (If your internet is down, how are we supposed to get to their website?)  

Jul 14, 2021 06:29 AM
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

Agree with you--I do not post negative reviews on social media or websites. Everyone has off days, experiences poor service, overcooked food, blase attitudes.   I appreciate it when someone reviews my services on Zillow though!

Jul 14, 2021 12:43 PM
Carla Freund
Keller Williams Preferred Realty - Raleigh, NC
Carolina Life RealEstate & Relocation 919-602-8489

I'm not one to leave a bad review either. It would have to be really terrible for me to leave a bad review. I don't think I've left a bad review but one thing that might make me leave a bad review is if they were disrespectful to their patrons or something along those lines. One or two bad reviews can do severe damage to a local business. Who knows, it could be an off day or a bad employee. I've seen it happen to small businesses. We have a favorite restaurant that we frequent weekly. They are great 99.8% of the time. We've been there enough to know how wonderful they are. If they're less than wonderful, there is a reason. Someone who visits them once may not realize they just happened to visit them on a day when several people called in sick or they couldn't get the ingredients they needed that day. 

 

I am one to give positive reviews. I try to give a reason for my positive review since I realize everyone doesn't appreciate the same things that I appreciate. However, if enough people say what they love about a place you can figure out if it is a good place to try. And, a lot of the younger generation relies on reviews as they choose who they're going to use or where they're going to go. I know this from my own kids. Also, it is a great way to support those in your community.

Jul 17, 2021 06:01 AM