Why do robbers wear masks and spies wear disguises? The reason is simple. It’s because their true identities are protected from backlash or, in some cases, severe punishment. The same is true of online review sites. Giving reviewers the ability to hide behind a mask, or in this case, a screen name, allows them to write things they would never say face-to-face to a businesses owner. It also allows them to exercise hyperbole and, in many cases, just plain lie.
“While managing a restaurant, a guest and his friend came in, one of which was clearly intoxicated. He made his way to the bathroom where he got sick, leaving a mess for staff members to clean. They were asked to leave, as clearly the man required medical attention. It was unsanitary and unsafe for him to be in the restaurant. The sober man was understandably upset, so to calm him down a bit, I explained why his friend had to leave and offered him a gift card and a free appetizer to enjoy upon his next return. He was appreciative, shook my hand and left. Two days later, the same man wrote a one star Yelp review citing he was treated disrespectfully by being asked to leave when he wasn’t even drunk and that the management showed ‘little care’. As usual with Yelp, there was no way to contact this man in an effort to rectify all harsh feelings so we simply had to deal with a very unfair one star rating.”
Face-to-face this patron accepted the gift card, but behind the mask of Yelp, he took aim and got revenge. Whether reviews being posted are accurate or over top in a positive or negative way, people using these reviews to make decisions shouldn’t have to guess.
Wyngspan’s Trust Score system unmasks whether businesses and professionals are trustworthy. No disguises no masks. Just the value of having a review system you can trust.