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Yelp Help

Every now and then I like to check in on Yelp to see what our customers think about our service. I am very sensitive to this kind of thing, so I probably shouldn't look too often.  However, if some of our employees are not doing their job in the eyes of the customer, I definitely want to know about it.  We're not perfect over at K&L so it's always nice to know where we can improve.  We generally have a great five star average, but now and again we mess up and that person lets us know it.  That's the nice part about Yelp - it gives the consumer some power to fight back against crappy service.

The bad part about Yelp is when people get frustrated about something that isn't our fault and then blatantly lie about what happened.  I was perusing our recent reviews and read the report of a customer experience that is just 100% false.  I usually give reviewers the benefit of the doubt, but I happened to remember exactly the incident the person is describing and it couldn't be further from the truth.  The bad part about giving everyone a voice on the internet is that many people choose not to use that voice responsibly.  Some readers take Yelp very seriously, so it pains me to know that some customers will read this review and believe it to be true. 

I ask that those of you who use consumer sites like Yelp to please keep the basic tenants of human nature into account.  I used to rely on these testimonials for restaurants and hotels, but having been on the other side, it's obvious that some people are using reviews on Yelp as a punching bag for their own inner anger. 

-David Driscoll


Reader Comments (6)

In the interest of passing along some help without necessarily airing grievances on Yelp...

I have been to the Hollywood store a few times and there seems to be a problem there with checking out. Maybe it's just me or maybe it's systemic; it's not a big deal but worth mentioning.

Basically, I guess you guys have some sort of "profile"? Whenever I use any card that has been associated against this profile (most notably Amex) it fails to run. The only way to get around this is not adding the card to the profile or using a new card. It adds at least 5 minutes to any checkout lately. The staff has been completely helpful and patient but it can be a bit frustrating because it usually results in 2-3 runs of the card.

I'm happy to demonstrate this in Hollywood at any time in the next couple weeks should inquiring minds want to know. Especially if you can set aside a bottle of Pappy 20 which I'll happily pay retail for. ;)


April 11, 2011 | Unregistered CommenterRegularChumpington

I think that can be solved by hitting the "clear" button on the CC screen. Tell them David in RWC told them to try doing that!

April 11, 2011 | Unregistered CommenterDavid D

I use Yelp quite often, just as I use customer reviews on when trying to decide which item to buy if I'm interested in something. I also use tasting notes on Cellar Tracker sometimes to buy wines I haven't tasted yet. If there is a significant total number of reviews it's not that hard to get a good sense from them of the quality of the item, service or company you're looking at. There is always someone with an axe to grind, usually that person's review will be very strident, exaggerated and not very well written. If 98% of the reviews are positive it's a pretty good bet you're going to be happy with that item or place. As you said David, it is 100% impossible to please everybody. I wouldn't worry too much about a few bad reviews on Yelp, it's impressive to me how many satisfied customers take the time to write a positive review. Just don't piss me off or I'll go on there and pick you apart!

April 11, 2011 | Unregistered CommenterBob Stevenson

Thanks for the support Bob! I agree with you that it's easy to spot reviews with an axe to grind. If someone ever wanted to torture me though, this is the way to do it. :)

April 12, 2011 | Unregistered CommenterDavid D

Being a mail order customer, I've never yet set foot in a K&L store. But K&L still gets about 80% of my whiskey business precisely because of this kind of attention to detail and the buyer. In fact, I've recommended this blog to quite a few friends and colleagues who are new to the intricacies of the commercial drinks world. In other words David, you've done a great job in helping to make your company a national brand by allowing your readers (and now listeners) to learn along with you. And it should also be mentioned that the K&L people who do the actual shipping have never let me down either.

So if some knuckleheads with access to Yelp and too much time on their hands have a gripe then too bad for them. The earlier poster is absolutely right in saying that you can't please everyone, and in fact trying to do so often times only empowers the whiners.

April 13, 2011 | Unregistered CommenterSamuel Muindi

Tim - agreed! Thanks for the encouragement!

April 14, 2011 | Unregistered CommenterDavid D

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