Write the Yelp review — even when you’re too busy to do it
WFFH: How a one-star increase can help revenue growth
Writer’s note: This post was originally published on Medium’s “We Need to Talk” and has been moved to the new Substack blog in June 27, 2021. (“Work Fluently From Home,” or WFFH, is a series within “Window Shopping” geared toward entrepreneurs, solopreneurs, gig workers and startups.)
I noticed that my plant-based oil spread seemed softer than usual and shrugged. Then my egg substitute container was a wee bit too warm. I touched the side of my refrigerator and realized it was about the same warmth of my couch. I sighed. Great. All I need after adopting a new puppy and ordering a load of stuff for her is a broken refrigerator. If you’ve checked out even one podcast episode or post on Homegrown, you already know how I feel about real estate. But, boy, does it suck when you’re held responsible for the kind of stuff you used to be able to call a landlord to replace.
After scoping out a few companies and finding one that looked legitimate, I called to speak to a guy who gave the kind of customer service energy that was as cold as I wish my refrigerator actually was. I still shrugged. I just needed an expert to fix my fridge, not a new BFF. I hired the company anyway. Then the day came for the tech to arrive. No call. No show. I called back by noon, and the same guy answered the phone. I asked what happened to the tech. His response, “I dunno.” I grit my teeth, refraining myself from yelling the first thing that came to mind. Once he decided to bother calling the tech to see where he was, I called back a second time and told him via voicemail that I’d hired someone else.
Then I called another company. The customer service lady was friendly, upbeat, gave me an exact time and date when they’d be there, and confirmed there would be a text message reminder when he was close. I looked at the reviews this time — five-star reviews straight down the line on Yelp and Google. The other company? No reviews. Minimal online presence. And it took me quite some time to find the original website again to check out the warranty coverage. As a five-year Yelp reviewer in the site’s “Elite” category, I blame myself for the first guy. I, personally, should have done the research. I know how much reviews matter — both the good ones and the bad ones.