Defending my diagnosis against a patient who was never mine
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Someone left a one star review complaining about the parking situation at the shopping plaza, the "weird energy" of the waiting room, and the fact that we no longer honored an expired promotion.
There was nothing in it about their actual eye exam, which we performed thoroughly and without incident. It is a strange thing to have my professional rating shaped by a parking lot that belongs to the property management company, not to me.
To make it worse, Yelp's filter quietly tucked several of my genuine positive reviews into the "not recommended" section while keeping this one front and center. Early on it genuinely stung to watch real patients' kind words get buried under a complaint about the pavement.
I tried to flag it as off topic, and Yelp's guidance essentially said that a customer's overall impression is fair game, even when it has nothing to do with the service provided. There was no mechanism to have it recategorized, so it simply sits there.