Calgarypuck Forums - The Unofficial Calgary Flames Fan Community - View Single Post - unethical business experience *LONG READ*

nfotiu · 12-06-2021, 08:28 AM

I work with a guy whose wife is a vet, and together they own and run an animal hospital.

We had a meeting where he was talking about reviews. I think their hospital had like 4.5 stars, so lots of good ones, but some bad. He said they look at every bad one and they group them either as valid complaints, or invalid complaints from people who probably complain about everything. He's said there is really nothing they can do about the latter, and just accept those as the price of doing business. The valid complaints, they put a plan together to address. That seemed like a healthy approach to me.

Every business that has some volume of customers is eventually going to get some bad reviews. I'm not going to avoid going to a place that has a couple bad reviews, especially if the complaints don't seem reasonable. I will and do avoid businesses if it comes out that they attack their customers for writing bad reviews. Also most of these sites have a mechanism for the owner to respond publicly, so it doesn't seem like they are completely defenseless. A well written, constructive response can usually undo any damage.

12-06-2021, 08:28 AM	#17
nfotiu Franchise Player Join Date: May 2002 Location: Virginia Exp:	I work with a guy whose wife is a vet, and together they own and run an animal hospital. We had a meeting where he was talking about reviews. I think their hospital had like 4.5 stars, so lots of good ones, but some bad. He said they look at every bad one and they group them either as valid complaints, or invalid complaints from people who probably complain about everything. He's said there is really nothing they can do about the latter, and just accept those as the price of doing business. The valid complaints, they put a plan together to address. That seemed like a healthy approach to me. Every business that has some volume of customers is eventually going to get some bad reviews. I'm not going to avoid going to a place that has a couple bad reviews, especially if the complaints don't seem reasonable. I will and do avoid businesses if it comes out that they attack their customers for writing bad reviews. Also most of these sites have a mechanism for the owner to respond publicly, so it doesn't seem like they are completely defenseless. A well written, constructive response can usually undo any damage.