Who is REALLY on the other
side of the computer???
As an office manager of a very established dental office in the prominent area of Scripps Ranch San Diego, I was very disturbed to find a post on our business on the website Yelp. Our main focus is customer service and pride ourselves on delivering the highest quality of care to all of our patients. I am very pro open forums and feel this is a great insight to situations that consumers would not normally know. However, when fraud starts raising its ugly head you can imagine the disappointment. I for one LOVE constructive criticism, if it is just that, constructive. I feel Yelp in particular was striving for a great idea with their site, but after doing some research find that they really are not worried about fraudulent posts, damaging information weather this information be true or complete lies. So now you have a website promoting he said, she said. And as we all know, neither win in that situation.
This post I mentioned was posted by a "patient" that claims to have visited our office and was given a treatment plan that she feels was not needed. I immediately searched this patient in our two different computer data systems with the name listed on Yelp, and was surprised to find that we had NEVER even seen this patient nor treated her in our practice. I dug a little deeper and reviewed her profile and additional comments she had posted to other businesses in the area. 7 out of 8 of her comments were not only the lowest of scores but comments attached like, disgusting, filthy, Oh my God, and flat out rude were some of her most popular. Typical right? Easy to dispute and remove, right? WRONG!
I phoned Yelp and was thoroughly disturbed to find out that their "filter system" (this is how they flag fraudulent comments) caught this comment when first posted, but surprisingly it reappears after many months. WOW!!
Look, I can take a comment even if I do not agree with it, because THE CUSTOMER IS ALWAYS RIGHT........BUT ONLY IF THEY ARE TELLING THE TRUTH!!
This blog is to pre-worn business owners of patients/clients/customers that may be better off as not one of yours.
Thanks for reading and HAPPY READING :)
What a great idea ... I LOVE to read reviews and it IS hard to decipher the true from the fraudulent. I hope folks catch on to this idea and we can gather a "reputable" opinion. I do (when I have time) look at the other opinions that a person had posted. If they ALL negatives, well I take that as it seems...etc!!!
ReplyDeleteThanks Jess .. you rock ... LOVE YOU Sam
Thanks Sam, just trying to keep it fair, you know?
ReplyDeleteLots of Love-Jess
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