The BBB of San Diego has a one-star rating on Yelp. We frustrated someone. Imagine that. Their singular report accounts for an overall nasty presentation of our BBB on Yelp. Now I have to have the debate that so many businesses have. Do I respond online? Will it help? Shouldn’t consumers have an accurate and fair picture of what is going on here? I don’t even know who the consumer or business complaining is, so I am generally responding to everyone and anyone who would have this complaint by responding online. I’m not exactly sure what to do.
Does that make you feel better? I personally really value the services provided by the tremendous variety of online social networking sites. And yet, as a very engaged member of the consumer and businesses community, I certainly get an occasional earful about a posting or the resulting review. In this new online world, businesses are challenged with when/how to respond and what to say. Without knowing for sure who the individual is, the company really doesn’t have the opportunity to “make it right.” And my experience is that most businesses want to.
I’ve also reached the conclusion, after many years of observation, that there are bad consumers just like there are bad businesses. There are consumers who will use any means available to get something they don’t deserve. They will even use the BBB. I’ve heard from businesses that if they “engage” these types of consumers online, they just seem to open a floodgate of fury, with the inability to find resolution. It’s just a fight. That’s not healthy for anyone.
So we’ve reached the conclusion that we want to continue to promote resolution. That can only be done when we have the opportunity to communicate directly. Our statement on Yelp is now “The Better Business Bureau of San Diego has a standing policy not to engage with or reply to third party opinions without first receiving written notice substantiating certification of industry expert status. It is our hope to protect all involved against unaccredited claims and campaigns designed to cause harm or devalue to brands that otherwise stand as leaders in our community.”
If you have any issues with us, I hope you’ll call me. We will be so happy to work it out.