“I thank you God that I am not like other people…” (Luke 18:11). This is one of the strangest passages of the New Testament, and this morning I am feeling a bit like the Pharisee in that story. I am grateful today that I’m not like other people. Now that story continues with the Pharisee starting in general terms that he isn’t a robber or an adulterer, and devolves to him pointing out a specific tax collector in the temple. The parable ends with the sinner going home exalted because he asks forgiveness, but I all think we have days where we’re like, “Thank God I’m not like those people.”
Yesterday while grinding out new levels on Google maps so my 1 star review of Checkered Flag Audi can gain more traction I went to the Paris Baguette page and noticed they had an oddly low rating. This place just opened. It is brand new, offers excellent pastries, and is always full of people. Everything points to a thriving business, but the rating was 3.3 stars. Not terribly low, but not what you’d expect either when the natural place for any business is right around 4 stars.
I decided to check out the one star reviews and there were a lot of them. All with the same complaint, service. Then I remembered trying to go after Abigail’s last day of pre-school and the line out the door and how she wouldn’t wait in it and we got ice cream instead. The long line and being busy isn’t the fault of the staff. It is a new business that offers unique products. Of course it is going to be crowded, and the place just opened. There are going to be some growing pains when it is at capacity. Especially when a business has a different system than people are used to.
Let me explain. At Paris Baguette you walk in, grab a tray, and put your pastries on it from bins located on the one side of the store. Just yesterday I watched a gaggle of white women come in with all the Karen energy they could muster, strut up to the counter, and start asking the staff all sorts of questions. Questions answered by the sign in the queue. You get tongs, wax paper, and a tray and put your pastries on that. Not hard and kind of self explanatory if one has ever been to the bakery section of a grocery store.
American’s do not do well with systems outside the norm. People in general might not, but American’s especially. I can see it being just like a round-a-bout. Something very simple that millions of people around the world know how to use, but every now and then, in America, a person will drive backwards through it because it it too confusing.
The day I went in when they had a line out the door everyone was simply queued up. Not one person had a tray or tongs. I was a little confused and uncertain what would happen when we reached the tray and tongs, which we never did, but I figured that day was going to be more of a left side of the bin day.
Now that I have fallen into the trap of the review bombers I am going to say why I think it is review bombing. The scenario I laid out is irrelevant. The people that complained about bad service and found it so bad they left one star reviews may not have ever set foot in Paris Baguette. I can tell you I got bad service anywhere. I can even come up with a story like saying my coffee was cold by the time I got it or the mixed up my order or they made me the wrong drink. There are thousands of stories of bad service out there, but we’re talking about a mostly self serve, cafeteria style cafe. If there is bad service it is 90% you, and does that warrant a one star review?
That is what makes it review bombing. It is at best an overreaction and at worst a deliberate attempt to ruin someone’s business. I had a bad experience with service at Fink’s Jewelers the other day. I left a three star review critiquing their sales training. One star reviews are for food poisoning or rude or disrespectful service. So, yeah, an over abundance of one star reviews for a place that just opened and is always busy is odd and looks deliberate.
For the life of me I can’t figure out why a person would review bomb a new bakery and cafe or get so bent out of shape over getting the wrong drink order they’d leave a one star review. In either case, I thank God I’m not them.
David Huzzard Writes 