How Not to Handle a Bad Yelp Review

By Patrick Clark.

Well, now we know that fining people won’t work. After the New York Post reported that Chris Wagoner, owner of the Union Street Guest House, a Hudson, N.Y., hotel, wrote a clause into his guest policy asserting the right to charge guests $500 for leaving bad Yelp (YELP) reviews, a special kind of Internet chaos ensued: The story got picked up on other websites, and offended readers—most of whom had never visited the hotel—rushed to vent. On Yelp. Wagoner issued a comment in the middle of the day to say the policy was a joke, but this failed to stem the tide.

Wagoner is hardly the first merchant targeted with this sort of malice. In June an Australian pop star encouraged her Twitter (TWTR) followers to leave bad reviews for her local dry cleaner. A year ago, New York State’s attorney general levied $350,000 in fines against 19 local businesses that had written fake reviews of their businesses.

Bad reviews from anonymous commenters can inspire rage—and give rise to some crazy revenge strategies. But if threatening patrons who give negative feedback isn’t kosher, what’s left?

Continue Reading

Advertisements

About Paul Tocatlian

Technology professional with a keen interest in mobile, middleware, cloud, and web technologies. For more information, visit www.tocatlian.com.
This entry was posted in Marketing, Reputation, Social and tagged . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s