There isn’t a business out there that is immune to an occasional bad review from a disgruntled customer. Being a fan of Dale Carnegie, I was reminded of his timeless works when reading a blog that discussed the woes of Yelp. They have come under quite a bit of criticism for not addressing some issues. I must admit that it also pains me to see ugly remarks posted on various Internet sites; but, I’m not interested in taking sides. I am merely reminded that Dale Carnegie’s Golden Book could be a primer for social networking.
In Pathways to Success, he summed up criticism by saying: “no one ever kicks a dead dog,….the more important a dog is, the more satisfaction people get ……it gives the kicker a feeling of importance.” He ends by saying: “Remember that unjust criticism is often a disguised compliment.”
I know this is of little consolation to a business or restaurant owner who has been made the target of negative press, for whatever reason. But, we must assume that these perpetrators are rarely looking for a resolution to a problem. If they were, it would seem more logical that the complaint would be taken to a person capable of resolving the issue.
At Diningverse, we often get asked why we don’t have any “negative recommendations”…..we don’t think those two words belong in the same sentence. Aren’t recommendations inherently positive in their very nature?
We were looking to develop a restaurant voting mechanism that was respectful of patrons’ opinions, yet mindful of the restaurant owners’ reputations. That prompted us to give Diningverse patrons a collective voice; listing restaurants by the number of recommendations they received, with the most recommended restaurants always appearing first in their respective areas. Our goal was to provide individuals with a place to discover these local dining gems; making Diningverse very different from typical restaurant directories.
Understanding that something can go wrong in the best of restaurants, patrons can easily contact the owner/manager directly. They are often grateful for the feedback. It enables them to address an issue they may be unaware of; and gives them an opportunity to communicate directly with the patron. It is the right thing to do.
By balancing the interests of patrons and the restaurateurs, Diningverse is gradually becoming a reliable online directory for the growing population of locavores. As we continue to promote this positive atmosphere, we expect restaurant owner/managers to have a greater comfort level utilizing this technology for their web profile.
