The PROBLEM With Store Reviews

[00:00:09]So I was minding my own business as I often do.

[00:00:13]>> Yeah.

[00:00:14]>> I'm so good at minding my >> Scrolling on your phone.

[00:00:16]>> Just, you know, enjoying my little bit of peace, you know, with my coffee.

[00:00:19]>> for some reason I can't think of.

[00:00:20]>> I don't go on there. That's dangerous.

[00:00:22]Yeah.

[00:00:23]Uh and uh I came across um >> Just a regular family man.

[00:00:30]>> Just a family man. Good old family man.

[00:00:32]Came across a donut business, a legendary one in the city I live in.

[00:00:38]>> Uh-huh.

[00:00:38]>> Uh and uh they had uh they had a tough week. They had they had uh their one of their like main donut thingy baker things, fryers, whatever, break down.

[00:00:47]>> Fryers, yep.

[00:00:49]>> Uh and they and they had to literally close their business for a day and a half. And and they just had international donut weekend. Uh so they had like their best sales day ever and the next day their thing broke and then anyways they uh did a post about getting a couple of one star reviews.

[00:01:03]>> Yikes.

[00:01:04]>> [sighs] >> And uh it just got me kind of thinking about like man like just like how crazy how crazy it could be like sometimes or whatever.

[00:01:12]And uh one of them was for like uh one star, they're not open today or whatever. You know, like typical like well, our fryer broke and we can't open our business or whatever.

[00:01:20]>> Yeah.

[00:01:21]>> And another one was like It's really funny cuz it's like every time I go here there's there's not a great selection cuz I guess they're showing up too late in the day and like >> Sold out, yeah.

[00:01:29]>> sells like yeah, like they they run out of donuts like all the time cuz they're just so so popular.

[00:01:34]Um so like apparently they're doing so well that like they get bad reviews or whatever.

[00:01:38]>> Yeah. Yeah, yeah.

[00:01:40]>> it just it kind of got me thinking about like it'd be a fun video to make talking about like our shop and and and and and sort of like the almost impossibility of of of having like perfect reviews all the time.

[00:01:54]And how I've come to change my like kind of view about it.

[00:01:58]And how more often now like say this people are just going to go one star our business or whatever. But like the the the the one star reviews that we received like some of them I I kind of almost like wear them as like a badge of honor.

[00:02:12]>> Oh yeah, sure.

[00:02:13]>> Because you you you realize that you have to run your business a certain way >> Mhm.

[00:02:18]>> with integrity and your own you know principles and and and things and that's going to come into conflict with some people >> Sure.

[00:02:26]>> from time to time.

[00:02:26]>> Sure.

[00:02:27]>> That might leave them with a with a negative experience.

[00:02:31]>> Yeah. Yeah, the guy that one stars us cuz we told him he has to buy models sometimes when he plays games in the store, you know, we're not going to be >> [sighs] >> we're not going to we're going to be like that's fine. You can you can I'm happy to have that out in the public or whatever.

[00:02:41]>> This business is a business. One star.

[00:02:43]>> Yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah.

[00:02:44]>> Like >> The [laughter] the actually the worst ones by far in my opinion is the this is the if you really hate a business, hit them with one of these. The one star The one star actually gets people curious. They actually want to read and then they and they actually read reviews then cuz then they go and read the and they you know, usually what happens is the vast majority are five stars and there's a couple of one stars and they read the one stars and they're like ah that guy's just crazy or something weird happened, you know.

[00:03:09]But the three star no comment is is by far just the most >> you can't identify this person. You're like what did this happen? Where did this happen? What happened?

[00:03:19]>> Yeah, like I think we had one uh you said a couple years ago they were like uh you know, and they're always >> Yeah, like I think [laughter] we had one uh you said a couple years ago they were like uh you know, and they're always like local guide, you know, some guy who just reviews everything. They review the the gas station, they review >> [laughter] >> the Tims, the >> Well, Google gives them points.

[00:03:38]>> Yeah, yeah, yeah, not spend on anything.

[00:03:40]You just get points, yeah.

[00:03:41]>> They're yeah, they're just reviewing the most like the dollar store or whatever.

[00:03:45]You're like okay.

[00:03:46]Um >> There was one guy like that who was a typical local guide, but he only reviewed things negatively.

[00:03:52]>> Right.

[00:03:52]>> So was just waiting like he would he would like it go into businesses looking for a fight basically.

[00:03:57]>> Yeah.

[00:03:58]>> And his fight with us was that Canada Post like at the time we only use Canada Post. They don't they didn't do drop-offs on the weekend.

[00:04:05]So he ordered his thing Friday night.

[00:04:07]>> Right.

[00:04:08]>> And he called me Monday morning.

[00:04:09]>> Yes.

[00:04:10]>> And he was like, "Why haven't you shipped my box yet?" I'm like, "Well, it's literally going to be dropped off right like this afternoon essentially."

[00:04:16]>> Yeah.

[00:04:16]>> And he's like He's like basically he said to me I don't remember the words.

[00:04:21]I it's too bad you don't care about my business.

[00:04:23]>> [laughter] >> Yeah, yeah, yeah.

[00:04:25]>> And I I you just you get in that mode where you're so stunned by what just happened that I didn't even have like a good response to him.

[00:04:31]>> Yeah.

[00:04:32]>> Because I was so stunned by it you know like people continue to amaze you even after 20 years in the business and you're still like >> It's nuts. Yeah, and and I'll say these again cuz they're not in person usually.

[00:04:41]It's like it's like a throw away thing later.

[00:04:43]>> This was on the phone and this guy said he said it to me like I was like holy cow.

[00:04:49]Yeah.

[00:04:50]>> Yeah, I think when I started my little comment I think it had to do with someone I think what did they do? They came in they saw Pokémon was like regular it's like Uh this was actually before the current if you're if you're if you're if you haven't been following which I don't blame you but Pokémon is an astronomically priced right now cuz of it's it's pop it's demand it far outstrips supply but Uh at this moment it was like normal times >> [laughter] >> where packs were like $6 or whatever or something and the guy uh I think he I think he thought we were like he's like a tad expensive or something and >> Oh yeah.

[00:05:24]>> And we've never seen him before he just like comes in and just you know and and you see his review history and he's like, "Oh, you review literally everything."

[00:05:32]>> Yeah.

[00:05:32]>> Every single business around. I'm like that that's ridiculous cuz you may not even have a need for that business or you be you know what I'm saying? It's like >> So weird.

[00:05:41]>> It's like there's a blueprint business three doors down from a >> He also went into the store like it's it'd be like going to a restaurant and reviewing them before you ate the food.

[00:05:48]>> That's right. Yeah, yeah.

[00:05:49]>> buy anything from the store.

[00:05:50]>> didn't yeah or talk to us.

[00:05:52]>> weird, right? Like >> Yeah, yeah, but I was going to say like there's like a blueprint place where you know, they make they print architectural drawings and stuff. I mean if it's like I'm not going to review them if I have no need to you know, if I haven't been there used the business or talked to them. There's just no reason to you know, to to to do that, right? So >> you get points from Google.

[00:06:10]>> I know, but like what do you do with those though?

[00:06:12]>> What do you What do you even do with Google points?

[00:06:14]>> more of them.

[00:06:15]>> [laughter] >> Oh my god, like >> I I'm sure there's some incentive, but I can't >> They also send you emails like thank you so much for >> Thank [laughter] you for your free labor. Free labor.

[00:06:25]>> free data for for us, yeah.

[00:06:27]>> Yeah, so a hobby store is a unique place too because of how many different types of people you get and everyone has a certain way they like to do their hobby and uh you know, there could be things that are completely out of your control. Maybe two people played a game of Warhammer and didn't have fun for some reason.

[00:06:45]There isn't you have nothing to do with.

[00:06:46]You just like unlock the door and say hi to them and there's a table downstairs with some terrain or something and and you're like how Why am I getting shot because of that?

[00:06:56]>> I mean I have all these like moments from GW too where where I >> [laughter] >> One of my The only time I ever got a call from HR from Games Workshop in my like eight years there, okay? And was when this and I knew I was going to get a call because of how it was handled. Um Uh you know, we we were it's a corporate store. You know, we have a protocol for how we handle we treat customers when they come in. They get talked to.

[00:07:19]Everyone gets talked to. You've probably experienced this at a Warhammer store.

[00:07:22]Um when you go in, they talk to you. Um it's their job.

[00:07:26]>> It's their job.

[00:07:27]>> And if if if it's a part-timer they they're they really have their manager watching them while they do it. That's that's the So this this gentleman came in >> [snorts] >> and you can tell he was a little um a little odd, I guess is the best way to I it. And and you know, we have a lot of strange and wonderful customers.

[00:07:42]>> We we a little bit antisocial maybe.

[00:07:44]>> We appreciate all of you.

[00:07:45]>> Or just didn't want to be talked to that day.

[00:07:46]>> You know, it's not like we've never been those people in shops either. So >> Yeah, yeah, sure.

[00:07:49]>> So, you know, he he typically he comes in and he's like looking for say whatever and and and uh and my employee at the time goes up to him and says, "Hey, how are you? Welcome to Games Workshop." And the guy goes, "Whoa!" Like basically just like it's one of those like immediate overreactions, right? He's like, "I'm just looking. Leave me alone. Like >> Uh-huh.

[00:08:06]>> I'm just coming in to and and and so like and then my employee's like >> literally like >> like holy crap.

[00:08:11]>> My hands are up. I don't have my you know >> They're looking at you and you're like >> [laughter] >> Like get BACK IN THERE.

[00:08:19]>> [laughter] >> AND OF COURSE as these guys always are they're So, he kind of backs off a bit.

[00:08:26]>> Mhm.

[00:08:26]>> Says, "Okay, you know, let me know if you need any help or whatever."

[00:08:29]And of course this guy has a question.

[00:08:32]>> Oh, great.

[00:08:33]>> he's like, "Leave me alone." And then and then I need something.

[00:08:36]>> Right.

[00:08:37]>> So, he re-engages with uh with with with with with my employee or whatever and they and my employee's doing his best to help him. And then I I don't remember it's this is years ago. This is probably about I don't know 12 13 14 years ago.

[00:08:49]>> ago, yeah.

[00:08:49]>> And uh I don't remember the next thing that set him off basically, but he was trying to order something. So, we had like the they still have them in the Warhammer stores like the order consoles.

[00:08:58]>> yeah.

[00:08:58]>> Cuz you know, most of the range is not available in the store. They have to order it in from So, this could have been a pre-order or something.

[00:09:03]He's trying to help this guy and the guy blows up again and uh he starts throwing threats around like he knows people at GW and >> Amazing.

[00:09:11]>> And uh and and that's when I got involved and I was just like, "Look, man, you you could have done this at home.

[00:09:17]>> Right.

[00:09:17]>> There's a web store for this reason. If you don't like people >> Yeah.

[00:09:19]>> and you don't want to talk to >> Yeah.

[00:09:21]>> people, you can order from home. Like no no hate there, you know?

[00:09:24]>> Yeah. Yeah.

[00:09:25]>> You came into the shop today.

[00:09:26]>> Yes.

[00:09:26]>> And you know, we're just trying to help you or whatever and and he didn't like that obviously.

[00:09:30]>> Yeah.

[00:09:30]>> And then he I he he asked for my name. I gave him my name. I'm like, "Well, you you go you have my name or whatever, you know?"

[00:09:35]>> Mhm. And so he stormed out or whatever and I got a call I think the next day or whatever from head of HR. I'm like, "Man, it's [laughter] like crazy, right?"

[00:09:40]>> And it was funny cuz I was like, "Look, I I I stopped I was like, "Look, stop there for a second." I'm like, "You looked at my file, right?"

[00:09:48]>> Yeah.

[00:09:48]>> "Have I ever gotten a a complaint from a customer in the 7 years I've been here?"

[00:09:51]>> Yeah, yeah.

[00:09:52]>> And she's like, "Oh, no, you haven't." I was like I was like, "Do you think this is serious?

[00:09:55]>> Yeah.

[00:09:55]>> Do you think this is a serious And she's like, >> You're like, "Let me stop you, honey."

[00:09:58]>> She's like she's like, "No, it's And she's like, "I'm just going through the motions." I'm like, "Okay, let's let's [laughter] just stop wasting my >> Really work here. You're trying to sell toys, you know.

[00:10:07]>> Yeah.

[00:10:07]>> you know, didn't end up costing me anything, but like It's an example of like there's some people looking for it, you know, when they come in.

[00:10:15]>> Oh, yeah.

[00:10:16]>> Like they And And there was other other instances where like, you know, I met people that later became like like good regular customers where the first interaction with them was pretty rough.

[00:10:26]Right? Like >> Yeah.

[00:10:27]>> I can think of at least a few people uh that were like, >> "Oh, I got I I'm I'm I'm I I hate Games Workshop. I did this." And then they're in our hobby store and I'm just like, "Oh, okay, man. That's cool.

[00:10:36]>> Yeah.

[00:10:37]>> What do you like? You know, what do you know, let's let's talk about that, right?

[00:10:39]>> them get sorted, yeah.

[00:10:40]>> Yeah, it's like >> But it is uh a lot of I mean, small businesses can handle so many things. It's It's like It comes back to that wild thing of like uh you'll uh eviscerate a small like the donut shop or whatever.

[00:10:56]>> Yeah.

[00:10:58]>> You know, or or us.

[00:11:00]>> Yeah.

[00:11:00]>> Uh for like, yeah, maybe maybe you got here and I was late or the the fryer broke despite, you know, not [snorts] anyone's fault. And yeah, maybe I can I can understand the situation.

[00:11:11]The guy probably drove across the city cuz he heard [snorts] it was like so good. Maybe he drove in traffic for an hour and he got there and he couldn't get his donuts.

[00:11:18]Happens. Uh you could also, you know, counter argue and be like, "If you're traveling an hour away, maybe call first, see what's up." I don't know.

[00:11:25]Ask candid People are like afraid to ask things like sometimes like I I maybe would have called them and been like, "What's going on? heard you guys are really busy. What's the deal? Like, should I come at 6:00 a.m.? Like, what You know, they'll probably just tell you what's up >> Yeah, yeah, yeah, yeah.

[00:11:37]>> You know?

[00:11:38]Uh but instead they get there and they go ah and throw their hands up in the air, right? So, but there's a lot of uh mega corps that do way worse things and they're you know, like realistically, we should be just setting fire to a something or other major something. I'm not giving name anything cuz they'll come after me.

[00:11:57]>> [laughter] >> Some large entity that sells a lot of goods to most people or whatever everyday items, you know, they probably >> Uh >> cause a lot worse infractions that that should probably deserve some some real backlash.

[00:12:10]>> Actual harm.

[00:12:11]Right?

[00:12:11]>> Yeah, yeah, but but no, they'll [snorts] they'll they'll come after a little business over over something like that, you know. And we're not perfect here.

[00:12:17]>> No, no, and and that's what I was going to that's what I was going to say next is like there's plenty times I've messed up. Of course. And uh and and was deserved like you know, had to apologize or try to make amends or make up for something that I messed up.

[00:12:28]>> Yeah.

[00:12:28]>> Um but the the the thing that I guess all small businesses are hoping for with with their customers is that little bit of like humanity where it's like, look, um I cut your hair 100 times. I messed if I if I messed up once, sure, it's like do you do you like burn the barn down for that, right? Like um I don't know maybe that's a bad example cuz like a bad haircut is pretty bad, but >> [laughter] >> Uh you know what I mean though? Like it's like it's like uh people can have 50 good good to decent experiences and then they have one like they deem that really bad experience and that's enough for them to be like, okay, I'm going to one-star this. I never even reviewed them in the first place, but now I'm going to give them a bad review.

[00:13:07]>> Yeah.

[00:13:08]>> It's like >> Yeah, yeah, yeah, it's pretty >> It's very like obviously and it's it's the same emotional driver that like is the reason why you know, despite having like thousands and thousands of customer interactions in a year, we don't get very many reviews.

[00:13:22]>> Yeah.

[00:13:22]>> Uh and and you know, there's a lot like I said >> Like historically speaking, for how long we've been here >> bad at doing this. Like >> people like uh like you build there's there's some businesses that are really good about like, "Hey man, like, you had a good experience, can you do you mind like giving us a review?" Or whatever.

[00:13:35]Some businesses are really good at hustling for that.

[00:13:38]Uh I I'm sure we could do a lot better at that. Um but uh the the reality is, especially this this is like almost like also like a bit of a like for those of you that aren't Canadian, there's like a Canadianism here like where Canadians are like >> Yeah.

[00:13:51]>> I'm going to like get in trouble here, but like we can be kind of passive-aggressive >> sometimes.

[00:13:56]>> Um this is a bit of a self-own, obviously, where it's like sometimes we don't speak up >> Yep.

[00:14:00]>> and we like we would just rather uh um just kind of like go our own way after and never never never like try to make it right.

[00:14:10]>> True.

[00:14:10]>> And then and then just do the bad review thing from home or whatever, you know?

[00:14:13]Like >> Yeah.

[00:14:15]>> the business a chance to make it right, you know? It's like, "Hey guys, I had this problem, can we make this right?"

[00:14:18]first before going and being like, "Yeah, I just don't like these guys, one star." or whatever. Um >> Yeah. [clears throat] Yeah. Yeah. I think I think that I think they need to make a uh or if Google could change one thing, it would be uh [cough and clears throat] that that uh anything uh whatever you want to call it or just any all reviews require a message.

[00:14:42]>> Sure. Sure.

[00:14:43]>> And it and it has to be a minimum number of characters, like 150 characters or like a tweet worth.

[00:14:48]>> You can't Even Facebook Marketplace does that.

[00:14:50]>> put dot dot dot or whatever.

[00:14:51]>> Facebook Marketplace requires that, which is crazy for for the crazy >> Speaking of reviews >> I mean >> you should see the Facebook Marketplace review I got last night.

[00:14:58]>> Facebook Marketplace.

[00:14:59]>> Holy moly.

[00:15:01]>> I I had a this go we're off tangent here, but this is to show like how emotional people are or whatever about about things that cost $10.

[00:15:07]>> Right.

[00:15:07]>> Uh I had a >> You were selling something.

[00:15:10]>> side table.

[00:15:11]>> Right.

[00:15:11]>> Just want to get rid of it, so it's super cheap or whatever. Basically giving it away.

[00:15:14]>> Yep.

[00:15:15]>> And uh this woman said they wanted it and then and then uh uh said they were going to come in the evening, and didn't, and I was just like a friendly like, "Hey, like, do you still want this? Like I need to know cuz I got other people asking." And they're like they got they got they got annoyed with me.

[00:15:27]And then and then I was like, "Hey, like if you if you want like I can hold it for you, but you could like send me an e-transfer or something cuz I've done that plenty of times in the past."

[00:15:35]>> And then they got absolutely like they thought I was extorting and then they once they one starred me and they said I was bullying them or I don't know. It was crazy. It was crazy, yeah.

[00:15:43]>> Yeah. Yeah.

[00:15:44]>> Yeah. So.

[00:15:44]>> Yeah.

[00:15:45]>> Yeah, yeah.

[00:15:45]>> Yeah.

[00:15:46]>> But that's the kind of stuff that can happen, right? So um sure. It's a lot of feelings.

[00:15:51]>> A lot of feelings.

[00:15:52]>> of feelings.

[00:15:52]>> Yeah. Yeah. Yeah. And and also all these exchanges are happening over like text.

[00:15:56]Again, there's no you don't know what like the the tones and the passive-aggressiveness and you know, you might you you might [clears throat] read your message out of context or I don't I don't even know how you could quite >> Well, and like you said like there's things that like are out of your control like you know, we ship things across a very large country. And someone opens it up and then they use it.

[00:16:17]And then they tell us that it's defective.

[00:16:19]>> Right.

[00:16:20]>> And then you're like, "Okay, you're already in you're now you're in a really like almost feeling like a lose-lose situation here immediately where you're like, "Well, it's the manufacturer's problem if there is a problem at all."

[00:16:29]>> Yeah.

[00:16:29]>> You know that from using these products that it's most likely they've done something or don't know something. But you can't say >> You can't [clears throat] physically assist them because they're across the country.

[00:16:40]So you're you're trying to navigate this like really complex situation to the best of your ability knowing that it's probably going to hurt your business no matter what you do.

[00:16:49]>> Yeah. And look, I mean we're so used to buying a lot of products from fairly large companies and that will take just refund you or take everything back or or just tell you to f off and there's no nothing you can do about it.

[00:17:02]>> That happens a lot too.

[00:17:03]>> Cuz again, Amazon and Walmart's [snorts] not going to care if you one star.

[00:17:08]But if for us it's it's lose-lose. It's like either you uh maybe you send them a new one and just take a huge L or or they're just upset anyway. Like I don't even know. It's it's like it's always it's it's Yeah, it's just lose lose lose.

[00:17:25]>> There's a there's there's a very human part to this that I think isn't talked about is and and it's it's got to do with like our own psychology of you're more likely to remember and also talk about a negative experience versus a positive one, right?

[00:17:39]So, um and that's why um despite you know, let's let's say for example, we're let's say we're good at our job, right? And I have 20 customers coming in at the day and you know, those people had a good experience when they came in, right?

[00:17:52]They were happy, they smiled, they were friendly.

[00:17:55]They left um most days you're out of 20 those people would leave [clears throat] Um but if one of those people had a bad experience, they would be leaving a negative 100%, right? So, that's just kind of the world we live in. So, I know if if you never thought about that before, you know, I'm not saying you have to do it for us, but like go out of your way to leave positive reviews whenever you can for businesses you like. Um it does matter.

[00:18:18]So, there's there's a whole thing on Google with like placing your business in the whole weird algorithm thing. So, it does actually benefit the company.

[00:18:25]So, yeah.

[00:18:26]Thank you guys for watching till the end. We appreciate you.

[00:18:29]Uh check out our Patreon where you can watch a crazy seventh video. Whoa, big time.

[00:18:34]Uh and I'm still working on the whole collab thing. So, we're going that's going to be a coming soon. One where we do some crossover things with uh other shops um where we hopefully can find like things that are different about our business and kind of debate them and kind of like talk about why we run them differently and I think that would be kind of interesting. Not interesting enough for the masses, but like for for our fans, I think they'd find it a little bit more interesting.

[00:18:55]Um so, you can go on there and check that out. lordsofwargames.com is our website. [email protected] if you're outside the country. We'll see you next time. Thanks. Bye.