I Get Anxiety Over This Type of E-mail
There’s one type of email that I loathe above all others.
Can you guess what it is?
I bet it’s not what you’re thinking.
I hate ’em. Seriously, I’d rather read hate mail. I’d rather read Tea Party literature hand-curated by Ted Cruz, or ad-copy from AT&T explaining how bundling my cable, phone and Internet could save me $300.
The interesting part?
About 75% of the time, what’s inside these emails…
Is glowing. Overwhelming positive. Even raving.
Yet the anxiety still seizes me like talons around testicles the moment I see the number (1) in the sub-category I keep for these emails, like a raised middle-finger, reminding me it isn’t going anywhere until I click.
Do you experience this kind of anxiety around your e-mail inbox?
The e-mails I hate… more than any other emails are:
E-mails telling me:
“Someone on Yelp just reviewed your business”
We own three restaurants in Albany, New York. I read all the reviews that come through, and as you can see from the inbox, focus on the ones that come through Yelp.
Like I said, we’re fortunate that 75% of these reviews are overwhelmingly positive. We’re lucky to have a strong fan-base.
15% of the review are critical. If not constructively so, then at the very least, they’re fair.
But it’s the remaining 10 percent that create anxiety for me…
In the above example, the reviewer gives us 1-star because:
“I had higher expectations based on location, atmosphere, crowd, and new-ness of the restaurant.”
Uh… those are all positive things… so explain why it’s a 1-star review again?
Or this one:
No one’s happy with a 2-star review, but based on his experience, this sounds like a fair review.
It’s the last line that gets me:
“I do not want a reply from the owner or owner’s agent to this review.”
Um, Last Time I Checked…
Yelp is a public forum. Not anyone’s personal message board/blog to write restaurant reviews.
What if I entered your home or place of business, walked around, then wrote down my thoughts on how you could improve on a couple of Post-its and left it on your desk?
Then, had the gall to say, “Oh, by the way, I don’t want you to respond to this.”
Each time I get one of these emails, it feels like I’m back in second-grade, getting dragged to the front of the classroom by Ms. Williams, right before she chucks a chair at the window.
Then I have to physically pause — let that feeling happen, watch it, a little amazed at how much I loathe these emails, and then it passes — and I go to work. And reply.
Photo Credit: Consult PR