Photosical

Yelp - Ethical or Extortion?

MarkJordanPhoto@cox.net (Mark Jordan ) — Mon, 02 Feb 2015 14:19:51 PST

Yelp boasts of being the premiere website portal where the general public can voice their views on just about any business and service. Up until the arrival of such sites, the airing of one's perspective was consider an opinion. Today, however, such judgments are elevated in status and are regarded as reviews.

A quick visit to Yelp will quickly reveal a "Search for" feature where you can effortless begin to search out any business in the country. With a couple quick clicks you're up and running, reading the wall-to-wall reviews.

Seems like a great idea, right?

For the thousands of businesses who are in good standing with Yelp, I'd have to say it's highly beneficial, but for the thousands of businesses who Yelp deems unworthy, the consequences are anything but favorable.

yelp [yelp] verb - to utter a sharp or high-pitched cry or bark, often indicating pain (esp of a dog)

Take me for instance. A quick search for Orange County Photographer, Mark Jordan Photography shows positive reviews from every site that posts them. Google Reviews posts 31 of them, all 5 Star. CitySearch has 18 reviews - all 5 Star. MerchantCircle with 14 reviews, again all 5 Star. The list goes on and on.

So how about Yelp? I have 15 reviews so far - also all 5 Star. Yet anyone visiting my site would never know. Why? They've all been removed, or what Yelp euphemistically refers to as "filtered." Why? If I knew the answer to this, there would be no need for my post.

Before I continue, a short look back in the very recent past is in order.

About a year ago I received a call from a Yelp salesman, Brandon. He highlighted my many, 5 Star reviews while delivering a persuasive pitch about how advertising with Yelp would dramatically increase my business. We shared several phone conversations, and though I was impressed, in the end Yelp's fees were more than I wanted to pay. Were I a restaurant owner or contractor, I'd have signed-up for sure. Being a portrait photographer, however, I wasn't confident the cost was worth the risk or that Yelp could perform as promised.

Brandon and I parted ways and thought nothing of it - that is until the following week when I noticed all my reviews had mysteriously disappeared. I called Brandon to ask him what happened, whereupon he assured me that declining Yelp's offer to advertise had nothing to do with my reviews vanishing: "Even though the reviews had been posted for quite some time, it was just a matter of coincidence that your reviews were filtered subsequent to declining Yelp's offer to advertise."

When I inquired as to how my reviews were filtered, Brandon explained that "Jeremy" (Yelp's CEO) installed a special program which determines which reviews are trustworthy and relevant, and which are not. It seemed that Yelp simply decided that the reviews that were once evaluated as worthy, having met all their guidelines, suddenly no longer were.

Okay, seems fair enough. Nothing furtive here. One day my reviews are relevant, for a protracted period, and then right after declining to partner with Yelp, they're removed.

Are you buying this?

No Yelp for you!
Makes a grown man want to, well, yelp!

In the interest of time, suffice it to say, this same scenario has been repeated on the reviews written about my photography studio ever since. Every single one of my reviews are now filtered. I don't know about you, but from my perspective, something doesn't seem quite right here.

If you're wondering about an "appeal" process, none exists. Yelp's decision is final. No Yelp for you!

Does it hurt? Sure it does. Not only are the visitors to my
business told that my portrait studio does not merit a review, the clients who have invested their time are being silenced from sharing their positive experiences. It's enough to make a grown man yelp!

Just so you understand that nothing is peculiar about the reviews written about my studio, here's an example of a typical one:

"Mark did an exceptional job on my corporate head shots. He has a true talent for bringing out the best in his subjects. My photos were professional AND captured my personality. I highly recommend him."

The client who posted the review above included her name (Janet B) and even the headshot I created. You can see for yourself (along with the many filtered reviews that have yet to be deleted).

A quick review of Yelp's guidelines will show that my client's assessment fulfills their protocol to the tee. In fact, this review, along with all the reviews written about Mark Jordan Photography, could not better define what Yelp is looking for in a trustworthy, relevant review. And yet her voice is "filtered," along with thousands upon thousand of voices like her - all who simply desire to share their experiences.

---------------------------

So then, is Yelp ethical or is it extortion?

To be frank, I do truly do not know - I can only share my experience.

However, I am convinced if Yelp does not either develop a more transparent method of filtering its reviews and answering questions to customers like me, it won't be too long before Dictionary.com will not only define Yelp as a high-pitched cry of pain, but added to the definition of unscrupulous:

Un·scru·pu·lous [uhn-skroo-pyuh-luhs] adjective not scrupulous; unrestrained by scruples;
conscienceless; unprincipled - YELP!

Mark

©Googtoon - Life • Popular Culture • Politics • Entertainment • Public Figures

Mark Jordan Photography

Orange County Family Portraits

Orange County Headshots

©GoogToon - Life • Popular Culture • Politics • Entertainment • Public Figures

------------------------------------------------

ADDENDUM: 7-24-12
One review was restored and is now posted, the one review that was not filtered is now filtered, and four other 5 star reviews were removed altogether - Yelp representative stated that they were "possible conflicts of interest."

ADDENDUM: 10-10-12
One review remains (an active Yelper), eleven now filtered, with four removed altogether.

ADDENDUM: 02-02-15
Eight reviews remain (all actives Yelpers, which it appears to be the key to having a review stick), sixteen now actively filtered, with an undetermined number of reviews removed altogether.

DUMB Redefined by Seattle Seahawks

MarkJordanPhoto@cox.net (Mark Jordan ) — Mon, 02 Feb 2015 14:20:27 PST

Inches away from the endzone the Seattle Seahawks inexplicably threw the ball from the half-yard line. With 25 seconds left on the play-clock, the ball was intercepted by the New England Patriots, who won the Super Bowl 28-24.

It's one of the wackiest endings, to an otherwise hard fought game, in Super Bowl history.

DUMB redefined by Seattle Seahawks - 2015 Super Bowl

Seattle Seahawks called for a slant to Ricardo Lockette, but Russell Wilson's toss was picked off by Malcolm Butler, putting an abrupt end to Seahawks hopes for a back-to-back Super Bowl win.

Football fans worldwide are dumbfounded by the play call. Considering the Seahawks are THE best running team in the NFL, it strains one's mental faculties why they put the ball in the air with the game on the line from a foot away.

When Pete Carroll was asked why he risked redefining DUMB, he stated, "We didn't want to run against their goal line group." He instead will go down as making the single most brainless call in the history of the Super Bowl.

Mark

©Googtoon - Life • Popular Culture • Politics • Entertainment • Public Figures

Mark Jordan Photography

Orange County Family Portrait

Orange County Headshots

©GoogToon - Life • Popular Culture • Politics • Entertainment • Public Figures

10 Tips to the Headshot Quote

MarkJordanPhoto@cox.net (Mark Jordan ) — Mon, 02 Feb 2015 14:21:25 PST

Recently, I was asked by a young headshot photographer how I go about offering a quote for my services for a commercial portrait session (usually headshots). As a leading portrait photographer in Orange County, my headshot division, Orange County Headshots, has been creating headshots for business and the arts throughout Southern California and the much of the nation since 1981. Consequently, we receive such inquires on a regular basis and from just about every corner of the world (at least where they speak English).

My response to this particular photographer was that providing a headshot quote depends on what the potential client needs. Whether they are in business or the arts, the best possible way to provide a quote is to first discover precisely what they are looking for. No duh...right? Regardless of how obvious, I have to say it. You'd be surprised at how many times this advice alone is a bolt of lightening.

Orange County Headshots Website Banner - Potential Clients Introduction to Mark Jordan Photography

What many photographers are surprised to learn, however, is that much of the time the inquiring client does not know precisely what they need. This is good thing. Why? Think Golden Opportunity! It's your time to shine and demonstrate why you are the right portrait studio.

It is at this juncture in your conversation you can seize the old adage, "People don't care what you know until they know how much you care," and put it in full throttle. It's also one of those rare moments where you can accomplish the former (they'll care what you know) while stressing the latter (showing you care).

By asking a series of professionally prepared questions, you'll not only clearly demonstrate a genuine concern for the client's project, but in the process you'll reveal to them the width and breadth of your services and your supreme competency to satisfy their need.

They care what you know as you make evident your interest in being an integral agent in their success.

Ultimately, this means the right questions must be asked. Thus, the questions you offer must be prepared and detailed.

The next step, and all depending on the situation, is to either forward the questionnaire to the client (for them to answer and return, which I would try to avoid) or conduct the interview over the phone. By all means, do your best to conduct the interview by phone.

Most likely the client will also prefer the phone interview approach. If you receive an email inquiry, reply promptly and inquire as to a good time for you to connect by phone to discuss the myriad details.

To date, I've not had a single email inquiry decline a phone conversation to acquire the vital details.

The phone call interview, whether via their call or your's, will also help in developing a mutually beneficial relationship and expedites the process. The questions you ask will quickly show that you mean business and respect their time, as well as your own.

Once the interview has been completed, I'll ALWAYS ask that if it is acceptable to the them that I take the time to review and absorb all the information they've given me, and that I'll email them a "Quotation Of Photography Services" by day's end. This technique serves four purposes:

Demonstrates you genuinely care and want to get it right.
Gives you time to think and consider every contingency, which equates to an accurate, effectual quote.
Having a written quote not only holds you to your word, but establishes a document of understanding should questions arise later.
Odds are most photographers are not offering a written quote. You'll stand out from the crowd.

To date, I've not had a single client decline allowing me to forward them a written email quote. Just ensure the quote your promise is thorough and arrives on time.

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

At the risk of sounding redundant, I feel a need to stress the importance of my approach once again. What may not be obvious are the intangibles. Namely, your extensive inquiry to their specific needs communicates to your client that you truly have their best interests in mind, and are thus, the consummate professional.

In today's highly competitive marketplace it's not enough to merely answer inquiries regarding cost, like everyone else. You're going to be the studio that goes beyond the call and walks the extra mile. Instead of simply citing prices, you're the studio that demonstrates in a clear and unambiguous way that you are listening intently and that you are ready to serve them to the best of your ability.

This sort of attention to detail not only ensures your quote will be accurate, but that your client will get everything they had hoped for and reflects your commitment to excellence. It will also establish you as the headshot expert in your field, and in ways no self-promotional piece could offer.

The following questions are by no means exhaustive, but only ones that have worked for me in my portrait studio here in Rancho Santa Margarita. You may brainstorm other pertinent questions that might better reflect your style and expertise. I trust that you will. As always, should you have any questions, no concern is too small.

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

1. CONFIGURATIONS or GROUPINGS

Will the session be of a group, individuals, and/or combinations?

Individuals headshot sessions only?
Or add Groupings of staff/team members.
Images of offices, lobby, warehouse, walls, etc.
Product images?

2. PEOPLE

Information about the people you will be photographing?

Obtain the number of people will you be photographing.
Names of everyone in sessions.
You many also want to ask about their position with the company.
If someone's name makes gender ambiguous, ask!

3. DATES and TIMING

Is there a specific date and time required for the actual session?

Any Specific Session DATE (most likely they will).
Any Specific Session TIMELINE (most likely they will).

4. LOCATION

Has a specific location been established for the session?

Obtain Site Location Name/Business and Address
Telephone Numbers, office and cell.
Special instructions, security, gate, parking, entrance

5. PRODUCT

What is the end product you have in mind? Please be specific.

Will you be needing Photographs?
Sizes? Quantities? Qualities (if applicable)?
Will you be needing Digital Files?
Resolution: web-75, medium-150, high-300?
Quantities needed of each?
Any Digital Specs to a adhere to?

6. RETOUCHING
Will you be requiring our studio to perform digital retouching?

Discuss the differing degrees of retouching application (where applicable).
If an 'in-house' graphic designer will be employed, inquire tactfully as to their familiarity and skill with the idiosyncrasies of the human face? That is, are they portrait savvy, or primarily design design focused?
b. Are there any special alterations, blemishes/facial features, and/or design concerns we need to be made aware of?
If so, please tell us.

7. DEADLINE

Will the finished product be required by any specific due date?

Date FINISHED images are needed by?
Determine delivery preferred (email, dropbox, disc, etc.)

8. DISTRIBUTION

For what purpose are these images needed?

To what extent will they be utilized?
This may also be a good to review your distribution policies regarding differing fees.
Frequently, use/distribution will also dictate the resolution quality required.

9. CONCERNS

Are there any circumstances or concerns you have or might foresee that could pose a challenge on the day of your session?

This might present itself in the form of location issues, time of day, personality differences, timeline, etc.
Any special concerns (weight, glasses, physical limitations, etc.)

10. CONTACT

Please email us complete contact information, including address, emails, phone...

Obtain Office phone number, AND Cell.
Also offer your contact information. Don't ASS U ME anything.

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Too much detail for you? I know, it might seem so. However, in my three plus decades of creating headshots for business and the arts, I have found that not only will ascertaining detailed information better insure that you'll amply meet the needs of your clients, but will also elevate your stature in the hearts and minds of those businesses and artists who employ your headshot services.

You may want to check out my four Part series on the 4 Key Factors of Headshot Photography.

All the best,

Mark

Mark Jordan Photography

Orange County Family Portrait

Orange County Headshots