Online reviews creating stress for workers at Museoravintola Lustossa in Punkaharju

Siina Bruce, a 17-year-old waitress at Museoravintola Lustossa in Punkaharju, recalls her first experience of receiving online criticism when she was just 16. A dissatisfied customer posted negative comments about seasonal workers, stating they caused embarrassment. “It created a bad feeling. We are just trying to do our jobs,” Bruce said.

This trend of online evaluations is impacting workers across various sectors, not just in hospitality. The Finnish Work Safety Centre has received an increasing number of inquiries about how to handle online reviews directed at employees. Specialist Seija Moilanen notes that the humanity of work life has diminished, with once-manageable situations now becoming public and spiraling out of control.

Despite the pressures of online reviews, Bruce continues to work at Lustossa. Customers frequently leave ratings and comments on platforms like Google, Quandoo, and Tripadvisor. Bruce has not received any direct feedback but admits the public nature of reviews adds stress. “Almost every time we see a negative comment, we read it together before the day starts and think about how to proceed.”

Recent feedback included an email that called an employee a “worthless idiot,” which upset Bruce’s employers. Ilkka Lääveri and Sari Helin, operators of Lustossa, urged people to consider the impact of their comments. They emphasize that all contributions are needed, regardless of differences among employees.

Moilanen highlights four professions particularly affected by online reviews: customer service representatives, officials, educators, and public speakers. The fear of receiving negative feedback can lead to anxiety and insecurity, prompting her to encourage employers to establish protocols for addressing public evaluations. Bruce, however, remains undeterred by online critics, appreciating the supportive work environment at Lustossa.