Let’s get one thing straight: customer service matters. Always has, always will. I’m not here to argue with that.
For years, businesses have been told to delight the customer.
“Go the extra mile!”
“Make them 110% satisfied!”
“If they’re not happy, try again until they are.”
And honestly? That’s solid advice. If you mess up, fix it. If you can do better, do better. That’s just good business.
But here’s where it gets tricky.
You can do everything right—reply to every message in five minutes, upgrade the room, throw in a free snack basket—and still get a 4-star review.
Why?
Because for some people, 5 stars don’t exist. It’s not personal. It’s just their “nothing is perfect” philosophy.
And you know what? That’s okay.
So instead of obsessing over stars, obsess over feedback.
There’s a difference—and it matters.
Let’s Talk Real Talk
“The customer is always right.”
Sometimes, yes.
But sometimes, customers can be unreasonable or manipulative—asking for freebies, pushing for refunds, even throwing around legal threats just to test your boundaries. You know the type.
That doesn’t mean you stop caring.
It means you stop reacting blindly. You listen. You analyze. And you make smart, informed decisions.
Feedback Is Gold. Reviews Are Just Glitter.
Feedback is where growth happens. Star ratings? They’re a snapshot. Helpful, but not always the whole picture.
Here’s what I mean.
I once got this rating:
“Great stay, close to the subway. Quiet space, perfect for work-related stay.”
—4 stars.
Another said:
“Overall, it’s a good option considering this area’s overpriced housing market, and I wouldn’t hesitate to book it again.”
—Also 4 stars.
Now, if I were chasing stars, I’d be tempted to throw in over-the-top amenities.
But let’s think about that for a second.
Upgrades Cost. And So Do Trade-Offs.
Sure, adding more amenities or remodeling might win me an extra star. But that comes with a price—and not just for me.
To cover those upgrades, I’d have to raise prices. And now here’s the real question:
Will I outprice the very people I built this for?
Because maybe 90% of my regular guests don’t quite care about velvet headboards, luxurious hot tubs. They booked because the space is clean, quiet, affordable, and right in the heart of the city. By upgrading unnecessarily, I might be forcing them to pay for things they don’t need—and driving them away in the process.
And if I don’t raise prices? Then I take a hit on margins.
And the question becomes:
Are you still running a healthy business? Or just chasing approval at your own expense?
It’s Never Just One Factor
That’s the thing. Business decisions are never one-dimensional. You can’t (and shouldn’t) treat every review like an action item on a checklist.
Instead, when you get feedback, ask yourself:
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Is this a must-have or a nice-to-have?
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What does it cost me to implement this?
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Will this improve the customer experience and keep my business sustainable?
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Will this alienate my core audience or stretch my pricing beyond what’s fair?
That’s what I mean by “don’t take reviews blindly.”
It’s not about being dismissive. It’s about being deliberate.
Set Expectations. Deliver Consistently. Be Transparent.
Let me be clear: this is not about ignoring your customers.
It’s about being honest—with them and with yourself.
When something can’t be changed without compromising your mission, your pricing model, or your margins, say that. Be transparent. Most people get it. And the ones who don’t? They were never your target customers to begin with.
You don’t have to pretend your product is perfect. You just have to be upfront about what it is—and what it isn’t. That’s how you build trust.
Build Smart. Build Honestly. Build to Last.
So no, don’t ignore reviews. But don’t build your business around them either.
Chase insight—not applause.
Obsess over feedback—not stars.
And above all, make decisions that serve your customers and your business long-term.
That’s how you grow with integrity.
That’s how you build something that lasts.
