Over the past two weeks, Yelp has been hit with several class action lawsuits, alleging that it has engaged in False Business Practices.  After a review of the complaint, the Crux of the allegations are that Yelp solicited large sums of money from its users in exchange for removing, or otherwise hiding, negative reviews.  These alleged kickbacks, dubbed “advertising fees”, spur Yelp employees to make those negative reviews less noticeable.  More importantly, the suit alleges that upon a refusal to pay “advertising fees”, negative reviews are made more visible, thereby injuring the online presence of the business.

Taken as true, it would seem as if Yelp is playing the part of the Internet version of the Cost Nostra, soliciting protection money from its customers.  Those who refuse to pay risk getting a digital brick through their online store’s window.  While taking no side one way or the other without a healthy dose of the facts, I believe that this is potentially a matter of major concern for the Internet viewing public.  However, the bigger concern comes from the selective censoring of negative reviews.  Currently, millions of people visit sites like Yelp to hear what their fellow citizens think of local businesses offering food, goods, and services.  If those businesses can put a muzzle on any comment that they don’t agree with then, really, what is the point?  Impartiality has gone out the window, and the site’s visitors might as well forego the process all together…and if sites like Yelp don’t like what I have to say, then I’d be happy to move it to somewhere less noticeable, for a small advertising fee.

Who doesn’t like to be loved?  Truth is, everyone loves to be loved.  It’s such a great feeling, right?  Whether it’s impressing someone to get a job or showing off to capture the attention of your “crush”, people go to great lengths for love.  My mother always told me “don’t change who you are and pretend to be somebody you’re not”.  How far should one go for attracting someone’s attention?

Well, not as far as the Mayor of Topeka, Kansas.  Recently, Google announced that it will build incredibly fast fiber optic Internet networks in certain areas of the country.  To capture Google’s attention, the Mayor elected (with no argument from the city council) to temporarily rename Topeka, Kansas to Google, Kansas.  Call me crazy but this it outright ridiculous.  Topeka, Kansas is a large American city.  It’s a state capital.  To change the name to capture Google’s love and attention in hopes to be selected for Google’s broadband effort is outrageous.

In today’s world, no love is stronger than the love from Google, Inc.  My fiance may dislike that bold statement but being in the web industry, we’re constantly seeking love from Google to get our client’s websites ranked higher in nature search.  That being said, you should never change who you are for someone’s love.  It’s not worth it; be the person (or city) that you are and be proud of it.  You’re either liked for who you are and what you bring to the table, or you’re not.  If not, it’s just not meant to be — continue looking for that better suited friend, partner, employer, etc.

For the full story, Google (verb) [Topeka Google (noun)].

What do Nordstrom, Southwest Airlines, and Marriott Hotels all have in common?  Outstanding customer service.  These three companies are frequently written up in magazines, newspapers, and other media outlets for their excellent customer superior.  While I am a very large supporter of Southwest, my fiance is a Nordstrom junkie.  It’s always great to have her come home with a smile on her face after another pleasant visit to Nordstrom. When I see the receipt, it’s another story…

What value do you place on superior service?  Does it make or break a business deal?  For me, it certainly does.  Last month, I was finishing up  the details for the rehearsal dinner for my fiance and I’s upcoming wedding.  I had a few questions so I called the Director of Special Events at the rehearsal dinner venue.  Nobody answered, so I left a voicemail.  Voicemail – no problem, right?  Sure, it wouldn’t be if the voicemail was actually returned in a timely manner.  To refrain from looking like an over bearing husband-to-be, I gave this person a few days to call back.  A few days go by, and nothing.  I called again, left another voicemail.  This time, I put an email in as well.  A few days go by again, no response.  “Do they care about my business?”  “Am I ever going to be contacted back?”  “Is this lady going to screw up one of the most important events of my life?”  “Why do I have to try so hard to give someone my money!?”  After letting a couple of weeks pass, I took a trip to the eastern shore where the venue is located.  Go figure, the Director of Special Events was not in.  “Does this person ever work?!”  I kindly asked to speak with a manager to ensure I receive SOME level of service after over an hour’s drive.  Instead of a manager, I got the owner.  “Wow, this is great! This will definitely be sorted out now,” I thought.  After hearing my story of attempts, the owner rudely replied, “keep trying, there is nothing I can do.”  Just like that, I was send on my way.  Finally, two weeks later (about five weeks after my initial voicemail) I receive a response.  Just as quickly as I was shoved out the door in the restaurant, I hung up the phone.  “Thanks but no thanks; we’ll be hosting our event somewhere that actually wants our business.”

Superior customer service is key.  As a person that appreciates it, I ensure that Reef Light follows in the footsteps of Nordstrom, Southwest Airlines, and Marriott.  Never have we lost a job due to poor customer service.  As a matter of fact, we’ve won quite a few jobs for superior customer service and communication well before the project is kicked off.  If service, communication, or responsiveness is lacking in the beginning, don’t be fooled into thinking it’s going to get any better as the project goes on.

Since I’ve been snowed in over the past week, I’ve found myself using my iPhone more frequently while I sit around with cabin fever.  To my surprise, I saw the Google buzz icon when doing a search, along with a new search interface on my phone.  Never having seen that before, I click on it, did some more research, and came to find out about a new Google product….without having read about it in hyped up articles months before the rollout – unheard of! Contrast this with the Google Wave rollout, which was hyped as a game changer, and “the new face of email for the future”.  Well, who knows if Google Wave will eventually catch on, but just from my personal experience (and my fellow Google Wave friends), it was all hype and not much value.  On the other hand, I actually like Google buzz, a lot.  I’ll admit I’m not the Twitter-er type, finding it time consuming and a bit self absorbed to constantly update people on “my status”, but I think I’ll actually use Google buzz.  It makes perfect sense to me to include it as a part of Gmail, where I do most of my personal and work communication, through email and chat.  I think Google buzz fills a gap where it may be a topic of thread that isn’t email worthy, i.e. “I’m excited about all of this snow, here are some pictures”, but allows you to be more casual as you would in a chat, with a large group of people.  I’ll have to keep playing with it a bit more and see if the value holds up in the long term, but so far so good.  Maybe Google should take a cue from this roll-out and not hype up the next product prematurely!

Did you know that if you Google a flight number,  it’ll give you the flight status right there in the SERPs?

Who knows if they’ll continue down this path of putting more information directly in the SERP’s as opposed to clicking through to supplier sites, i.e. flight availability, hotel availability, etc.  Something to keep an eye on.  More evidence Google is trying to keep people on their site then directing traffic elsewhere.  Maybe they should revise their “do no evil” slogan.