Tag Archives: service industry

How to Yelp Like a Human with Empathy

 

The problem with Yelp is it’s so personal; reviewers only think about themselves: “I don’t think anyone should go to this restaurant. It’s the worst.” There’s just not enough empathy to think about how other people might experience it. It’s only from their lens. Also, Yelpers don’t have any professional protocol. They sit down and say, “If you don’t do this, we’re going to give you a bad Yelp score.” We’re like, what the fuck?

David Chang, Momofuku Chef/mastermind and lover of burritos.

Sure, there are some valid, non-hateful reasons to look at a restaurant’s Yelp page. Paraphrasing Chang: it is great for finding an address, but any chef worth his kosher salt wouldn’t give a Yelper’s dramatic recounting of his or her tragic date night a second thought. My professional opinion as a server is that Comments are the worst part of the Internet, and Yelp is all Comments, all the time. And I have almost-successfully trained myself not to read the comments, on YouTube, on the NYTimes site, and in life.

The problem is, however, that review sites are likely the first or second search result that appear when you search for a restaurant or type of food in your area. Which means restaurant owners and managers read these comments like it’s their job. ‘Cause it is.
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