I use Yelp to find a lot of the businesses I use. I find that the reviews are very valuable and help me make good choices. Since I use Yelp to FIND companies, I do a lot of reviews myself. I want to pass along the information and help others. When you sit down and review a company, it is hard to picture that you are not only talking about the company, but the owner. Most of the time I would say, so what? If they lived up to the hype, I write a glowing review. If they fell flat, I rip them a new one. Plain and simple. Business is business.
But it is hard to understand that with little companies, you are not only ripping the company, but the owner. Most of the time, I really don't care. Why should I care if some fat cat owner got their fat wallet hurt by what I said? I don't even HAVE A JOB, so BOO HOO I hurt your feelings. But once in a while something happens that fall outside the bounds of the norm. When I reviewed Bumble Bee I was not expecting any answer. I was DEFINITELY not expecting a refund. Let me repeat, my first review said I WAS FINE WITH PAYING THE TRIP CHARGE, I WAS NOT EXPECTING A REFUND. So when Lisa offered me one I was skeptical. I thought, sure you want to give my money back to shut me up. Make me change my review.
So I agreed to meet Lisa. Get my money, run... end of story. But something happened I was not expecting. I saw in Lisa's eyes, her face, her body language. She was not just trying to shut me up, she was genuinely disappointed. I could tell this business is very very small, and it is her families whole life. There is pride in this business. They may not be big, but they take great pride in being good. They are the company that actually CARES. When I ripped her apart, it wasn't anger, it was hurt. I took a shot at the most valuable thing she owns and cares for like a family member. She wanted to meet me not to make me quiet, but to apologize and explain. The most amazing part... she still wanted to work with me! I think this shocked me more than anything else. I figured she would be glad to see me go and never come back. But instead she comes up with a future plan of attack and prepares me for the many steps to come.
I learned a lesson here. If you are a customer who likes working with "mom & pop shops" like I do... You need to be a little more aware of your actions. I didn't write a bad review of Walmart... I trashed Lisa and her husband. I did it before she had the chance to explain. I did it before she could fix it. This may be ok for Walmart, but it isn't ok for a company this small. I love the little guy. I love the underdog... so why was I so willing to trash them, well that was simply me not thinking about my actions before I hit send. So Lisa, publicly I do apologize. I am impressed with how you reached out to me. I impressed I got my money back. I was fall down on my face shocked you still wanted to work with me. I look forward to it. I hope this repairs any damage I may have caused you and your family. From the bottom of my heart I am sorry if my temper caused you and your family any damage. Thank you for being the bigger person in this relationship. I look forward to working with you again.