Business Cyber Bully

Dean,

Thanks for your comments. Like you, I also try to take the time to praise when I get exceptional service. I've not thought about it from the perspective you mention, but that is a very good point.

I think it is important to let managers/owners and patrons know about positive and negative experiences. Those in leadership need to know what the employees are getting right and where they are costing the company business.

I think the point the small business owners were making, and where bullying comes in to play, is that some reviewers post hasty comments before giving businesses the opportunity to make it right. Humans make errors and they have bad days. Those situations deserve a different response from an employee who is habitually rude or one who has poor performance with no regard for improvement. Management who bends over backwards to earn the client's business after a bad experience does not deserve the same reaming as management with an arrogant attitude that dismisses complaints, acting like they did customers a favor by letting them spend their money at that establishment.

There are people who are trying to do the right thing by the business and other patrons. They do their due diligence before they post. There are other people who are careless with their words, or worse - vindictive. While I don't think every negative post constitutes bullying, I don't doubt some of them fall into this category.

Thanks again for your comments.

"If 99 people are happy with your service, nobody will know. If 1 person is unhappy though, everybody will know." I remember hearing this at a marketing seminar many years ago and it stuck with me. People seem to want to take action more readily when it is punitive rather than rewarding.

Me? I do write letters of praise or post online reviews when I've had a particularly good meal, hotel experience or health care intervention. I would love to say that it is completely altruistic, but its not. I want the business to thrive so that they will still be there when I need or want them again. I also believe in Karma so what I put out comes back to me.

I can also write scathing reviews as well. I once posted a tirade on TripAdvisor about a company that rents vacation apartments in Spain when they did a bait and switch and I wound up with a rathole when I ordered a penthouse.

Is it bullying? NO. I think honest reviews are helpful to those who are deserving and helpful to consumers when providers are substandard. Darwin at its finest...let the fittest survive.

Good for you for having the constitution to write an honest review without getting aggressive about it!