A café got a one-star review for its food but its response was five stars.
via Trip Advisor

For business owners, reviews on social media platforms such as Yelp!, Google or TripAdvisor are both a blessing and a curse.

They provide amazing social proof for prospective customers that show you're providing a great service, tasty food or manufacture high-quality products.

However, online reviewers can be picky or downright dishonest. Getting a negative review taken down on most of these social media platforms is difficult and in some instances impossible. One bad review can turn off countless potential customers costing business owners countless dollars.

A cafe owner in Stockport, England, a city just south of Manchester, fought back against a one-star review with a dash of humor and self-deprecation and it brought his business a ton of attention.

It all started with a TripAdvisor review knocking the Nook Neighbourhood Café for its "tepid" and "undercooked" porridge. The customer claims to have asked for three servings before eventually giving up.

(For the uninitiated, porridge is a hot breakfast cereal made from starchy grains similar to oatmeal.)



via Trip Advisor

"The lady's comment was quite disappointing because we try to provide the best service at all times," Arlo Calderbank, the café's manager, told Manchester Evening News. "Seeing the comment pop up on TripAdvisor was a bit of a shame."

He was also miffed because the review was dishonest.

"I was working when the lady complained," he continued. "I remember her face. She wasn't particularly happy, she had a bit of a grumble and we gave her a refund. The next thing there was a nasty comment left on TripAdvisor."

So Calderbank decided to turn cold porridge into gold by creating a funny street sign that references the review in a tongue-and-cheek manner. "Come in & try the worst porridge that one woman on TripAdvisor had in her life."

A passersby took a photo of the sign and posted it to Instagram and it quickly went viral. Calderbank and his fellow employees were shocked by the public's reaction.

"I'm gobsmacked about the amount of shares and reaction the sign has had on social media," he said. "I do like the little quirky drawings the staff sometimes do, but so far this one has beaten them all for reaction. All the staff are gobsmacked about it too."

The post got some funny responses as well.

via Justinmoorhouse / Instagram

Even though his café got slammed on TripAdvisor, Calderbank still belives that online feedback is valuable for the business. "I check what's being said on there every day," he said. "We do genuinely take all comments seriously. It's really useful to see what the customers have been saying and to take on board feedback."

Running a business means dealing with the public, which can be tricky, especially in the age of social media. But great customer service is all about knowing that bad things are bound to happen and knowing how to handle them the best way possible.

And for that, Calderbank deserves "5 stars — will recommend."

From Your Site Articles
Related Articles Around the Web
Joy

Man uses TikTok to offer 'dinner with dad' to any kid that needs one, even adult ones

Summer Clayton is the father of 2.4 million kids and he couldn’t be more proud.

Come for the food, stay for the wholesomeness.

Summer Clayton is the father of 2.4 million kids and he couldn’t be more proud. His TikTok channel is dedicated to giving people intimate conversations they might long to have with their own father, but can’t. The most popular is his “Dinner With Dad” segment.

The concept is simple: Clayton, aka Dad, always sets down two plates of food. He always tells you what’s for dinner. He always blesses the food. He always checks in with how you’re doing.

I stress the stability here, because as someone who grew up with a less-than-stable relationship with their parents, it stood out immediately. I found myself breathing a sigh of relief at Clayton’s consistency. I also noticed the immediate emotional connection created just by being asked, “How was your day?” According to relationship coach and couples counselor Don Olund, these two elements—stability and connection—are fundamental cravings that children have of their parents. Perhaps we never really stop needing it from them.


Keep Reading Show less

Connecticut Senator Chris Murphy asked his Senate colleagues the questions millions of Americans have after a mass shooting.

Another school shooting. Another mass murder of innocent children. They were elementary school kids this time. There were 18 children killed—so far—this time.

The fact that I can say "this time" is enraging, but that's the routine nature of mass shootings in the U.S. It happened in Texas this time. At least three adults were killed this time. The shooter was a teenager this time.

The details this time may be different than the last time and the time before that, and the time before that, and the time before that. But there's one thing all mass shootings have in common. No, it's not mental illness. It's not racism or misogyny or religious extremism. It's not bad parenting or violent video games or lack of religion.

Some of those things have been factors in some shootings, but the single common denominator in every mass shooting is guns. That's not a secret. It's not controversial. It's fact. The only thing all mass shootings have in common is guns.

Keep Reading Show less
Joy

Meet Eva, the hero dog who risked her life saving her owner from a mountain lion

Wilson had been walking down a path with Eva when a mountain lion suddenly appeared.

Photo by Didssph on Unsplash

A sweet face and fierce loyalty: Belgian Malinois defends owner.

The Belgian Malinois is a special breed of dog. It's highly intelligent, extremely athletic and needs a ton of interaction. While these attributes make the Belgian Malinois the perfect dog for police and military work, they can be a bit of a handful as a typical pet.

As Belgian Malinois owner Erin Wilson jokingly told NPR, they’re basically "a German shepherd on steroids or crack or cocaine.”

It was her Malinois Eva’s natural drive, however, that ended up saving Wilson’s life.

According to a news release from the California Department of Fish and Wildlife, Wilson had been walking down a path with Eva slightly ahead of her when a mountain lion suddenly appeared and swiped Wilson across the left shoulder. She quickly yelled Eva’s name and the dog’s instincts kicked in immediately. Eva rushed in to defend her owner.

It wasn’t long, though, before the mountain lion won the upper hand, much to Wilson’s horror.

She told TODAY, “They fought for a couple seconds, and then I heard her start crying. That’s when the cat latched on to her skull.”

Keep Reading Show less