Overheard a barista say her shop ignores all Google Reviews under 3 stars

I was grabbing coffee downtown yesterday and this barista was telling her coworker how they just delete or ignore any review under 3 stars because 'people just complain about wait times.' That hit me different. Like, imagine throwing away feedback that could actually help your business fix real issues. Made me rethink how I handle negative comments on my own client campaigns. Anyone else seen businesses do this kind of selective listening?

3 comments

3 Comments

gray8751mo ago

Did you read that study about how businesses that ignore bad reviews actually lose more customers over time? I saw a report once that said places responding to negative feedback saw way more return visits. Sounds like that coffee shop is just asking for trouble by pretending the problems don't exist.

hollywhite1mo ago

Nah, some feedback is just noise from impatient people.

sean_green441mo ago

Takes a thick skin to tell which feedback actually matters.