re: Sammich Owner Responds to Reviews

Apparently, someone from here posted to him on Facebook and he responded. Much nicer post than his others, but it doesn't excuse his previous behavior. He gives he reason for it, which is valid as far as frustration regarding Yelp posts, but which in no way validates his responses.

This guy doesn't get it. He just really doesn't. He has to accept that people are going to write on social media rather than coming to him in person most of the time, if they're going to bring it to someone's attention, and deal with that accordingly or not at all. Apparently, the critiques to which he responds have no validity. Like I said, this guy is a fascinating study in how not to handle bad reviews.

quote:

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"Robert Murray: Your response to critique is eerily similar to these two: (photo of the bakery couple)
Robert Murray's photo.
Like · Reply · 25 mins

The sammich: Robert, don't know if you've been to the Sammich but Emily's review was 5 stars. I believe in customer service and retention. I can't survive without repeat guests. When there is validity to a critique on Yelp, I actually do listen. I listen even better when concerns are brought to my attention in person so I can at least try to remedy the situation. NONE of the Yelpers brought their issues to our attention while in the Sammich and that is where my problem with Yelp and negative reviews reside. Come try us out. Ask for Mike, that's me."

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