What’s The Yelp In Your Life?

Have you ever found yourself reading the comments section for a
restaurant you found on Yelp (or another similar application) and
thought to yourself, “How is this place even in business?” Or,
“Wow, I’ve got to try this place!”


 


While restaurant owners reap many benefits from Yelp, few cash in
on one of the most valuable elements of these online tools.
Coincidentally, it’s the same element most of us avoid regardless
of success, position, industry, or experience.


 


Hungry for authentic Greek food in Baltimore, I grabbed my phone
and did a quick search. It a matter of moments, I saw which ones
were highly rated, read through a few comments, and then made my
choice.


 


After thoroughly enjoying the food, I found myself chatting it up
with the owner, who is thinking about opening another location in
DC. During our conversation, I learned about his love/hate
relationship with Yelp and the painstaking process they continue
to go through as they work toward simplifying their menu and
ordering process.   


 


“It’s clear to me what you like about Yelp,” I said, “It’s
actually what got me here today! Help me understand what you
dislike about it so much.”


 


“The negative comments,” he said. “You can’t please everyone, and
some people like to take their bad day out on you there.”


 


Considering his interest in strengthening his current processes
before expanding to the DC market, I wondered if perhaps the
criticisms were actually the most valuable aspect of Yelp for his
business.


 


“Most people will not come in here and tell you what they don’t
like,” I suggested, and he agreed. “Instead, they’ll tell
everyone they know about their bad experience, and silently
destroy your reputation without you even having a chance to make
improvements. Through Yelp, you get an insiders view of what’s
working well, and what needs improving.” 


 


As he slowly nodded his head up and down, I wondered out loud,
“Has anyone complained about the confusion of your ordering
process?”


 


“Yes, and it doesn’t make any sense—it’s simple. You come in,
order, and take your seat. We bring the food to you,” he said.


 


Nervously, I said, “Really, because I find it confusing,” and
began explaining why. Listening intently, he kept nodding, almost
as if the comments on Yelp were starting to make sense.


 


With a renewed perspective of the criticisms, the negative
comments are now serving as the foundation for his growth, rather
than the bane of his existence. Actually, that’s the purpose of
all criticism—Growth, though some people are clueless when it
comes to word choice and tone of voice when offering their
critique. 


 


No matter your position, title, or business, it’s far more
enjoyable to read or listen to positive feedback then it is to
carefully consider criticism and make adjustments based on your
goals. Improvement (growth!) requires a different/better
approach, which we discover by listening and adjusting to
critique.


 


This week, consider pausing and asking more questions when you
feel yourself getting defensive. Additionally, you may consider
asking a colleague, boss, or even a close friend to help you see
where you may be getting in your own way. When they offer ideas,
repeat them back to make sure you understood them correctly, and
then thank them. Keep doing this, and watch as your career,
company, and reputation take off.


 


Beware: as you do this, others will be inspired by your courage,
and begin the process themselves. As you step into your
greatness, so will they!


 


Here’s to your greatness,


 


Misti Burmeister


 


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