negative reviews | LinkNow Media

It’s no secret that online reviews can make or break a business—and Yelp is the undisputed king of dedicated review sites.

Most business owners in 2021 will have likely already heard the name Yelp, but they might not be aware of just how large a role it can play in their success. Founded in 2004, Yelp has maintained steady growth and a consistent user base, many of whom take the platform’s ratings as gospel.

The result? Yelp can be a powerful tool, or a thorn in your side. Here’s what you need to know—the good, the bad, and the ugly about Yelp—to make the most of it.

The Good

Making the Most of Your Yelp Page

Though you can’t directly control the feedback that your customers provide, you can use Yelp to promote positive reviews for your business.

By taking the time to give your Yelp page some attention (and by providing good service overall), you can increase the likelihood your customers will leave you a glowing testimonial.

Follow these three guidelines, and you’ll be on your way to Yelp greatness.

1. Claim and Manage Your Yelp Page

First, activate your business page on Yelp. If your business is already on Yelp, claim your page so you have ownership. Doing so is essential, giving you the authority to make changes and respond to reviews.

After you have claimed or created a listing for your business, take the time to add photos, phone numbers, and hours of operation—it will make you look more professional and provide customers with all the information they need.

2. Advertise That You Are on Yelp

Customers will be much more likely to leave you a rating on Yelp if they know you are on there.

Yelp offers many different ways to promote pages, both physically and digitally.

Posting a “Find us on Yelp” sign on your door or inside your establishment is a great way to subtly advocate for reviews. You can also add a Yelp QR code to your storefront, or a digital badge that links your website to your Yelp page.

3. Respond to Yelp Reviews

Receiving reviews on your Yelp page—positive or negative—provides a great opportunity to show that you care about your business. Taking a few minutes to acknowledge people’s experiences will show you take all feedback seriously.

You might not be able to resolve all the issues that appear in your reviews, but by replying, you can prove that you are passionate about providing the best service possible.

The Bad

Avoid These Yelp Blunders

You might be eager to start promoting your Yelp page, but there are some important things to note first.

There are a few rules for advertising your business on the platform that should be followed to avoid any penalties. Yelp is strict with scammy, spammy, and unsavvy behavior, so don’t get yourself caught doing something against their guidelines.

Above all, heed the following:

1. Do Not Offer Rewards for Reviews

Never advertise any discount or deal in exchange for Yelp reviews. It is perfectly acceptable to request reviews from your customers, but they must never be bribed in order to do so.

2. Do Not Ask for Positive Reviews

Yelp clarifies that while it is perfectly okay to remind your customers to leave reviews, you must not specifically request positive reviews. Instead, you should focus on providing the best experience possible and hope that the feedback you receive accurately reflects your hard work.

3. Do Not Buy Yelp Reviews

Paying a review-generating service to bump up your rating on Yelp may seem like a fast track to the top, but it is absolutely not worth the risk. Not only is it dishonest—it could result in a large warning being attached to your Yelp page to alert customers of your shady reviews.

Buying fake reviews is never worth it, least of all on Yelp. Their review filter is notoriously strict, removing almost any review that has even a hint of phoniness.

The Ugly

Dealing with Negative Reviews

If your business is available to be reviewed online, it is only a matter of time before you receive your first negative review. That being said, you don’t need to panic just because you noticed a 1-star rating.

No business is perfect, but it is important to acknowledge your mistakes and move forward as gracefully as possible. It never feels good to receive a negative testimonial, but you can mitigate the damage and put a positive spin on things by keeping the following tips in mind.

Remain Calm

Your first instinct might be to push back against your unsatisfied customer, but this will never help your situation. Instead, take a moment to reflect on the review and why the person left it before drafting your reply.

By taking a level-headed approach and treating your reviewer with respect, you can highlight your professionalism to prospective customers in the future.

Acknowledge Criticism and Promise to Do Better

Negative reviews don’t always have to be a bad thing. They provide a great opportunity to reflect on your customer service and improve on any shortcomings.

If you receive complaints about a particular aspect of your business, try to empathize with the person leaving the review and offer solutions about how you can make things right.

Focus on the Good

It is also a smart idea to highlight any positive content in the bad reviews you receive.

Did someone receive poor service at your restaurant but enjoy their food? Take a moment to apologize for the bad experience and express your pride in your product and invite them to give you another shot.

Using Yelp to Your Advantage

Yelp is a fantastic platform for increasing awareness of your business and showcasing your top-notch service. But it’s not the only factor that determines your success.

Your primary focus should always be to provide the best experience for your customers—do this, and everything else will fall into place. Give good service, and your standing in Yelp will follow. Think of your Yelp as the result of your hard work rather than the goal you strive for.

Have your own Yelp story to share? Got any tips that worked for you? Leave a comment below!

If you need help managing your online reputation, the digital marketing masters at LinkNow are here to help. Contact us at 1.888.667.7186 or website@linknowmedia.com for more details about what we can do for you.

As a company, generating positive online reviews is a great way to drum up business and showcase the value of your services.

But not all the reviews you get will be positive. When the time comes, you need to know how to respond to those not-so-savory reviews, so you can maintain your reputation.

Here are 5 steps you can take when responding to negative reviews online.

Five Steps to Writing a Successful Negative Review Response

Evaluate internally

Before responding to a negative review, it’s first important to evaluate its validity. Discuss it with your colleagues: Does it contain any constructive criticism that may help you improve your business practices? Is there anything you could have done differently to change that person’s experience? Even if the reviewer has embellished some aspects of their review, there might be a kernel of truth that could help you improve your business.

By developing an internal evaluation procedure, you’ll be able to approach such reviews with a clear mind and a cooler head. It’ll stop you from posting whatever first pops into your mind. Instead, you’ll be able to focus on the potentially valid criticism a reviewer might have and respond to it appropriately.

Respond publicly

As enticing as it might be, don’t start by reaching out to a reviewer privately. Other viewers need to see that you are addressing such reviews so that they understand you’re trying to redress the problem. Ultimately, it’s best just to respond to the negative review directly on your Google My Business page.

Accessing Your Google My Business Reviews:

Go to google.comand sign in to Google My Business.
Click on the three horizontal bars in the top left-hand corner of the page.
When you find a review you want to respond to, click “View and reply” (or “Respond now” if on a mobile device).
Empathize

Customers can tell when your response is half-hearted. If all you post is fluff without substance, they’ll take notice. Worse still, they might think you don’t care about your business.

Show reviewers that you care. Address them by name, thank them for their review, and if possible, highlight something positive they mentioned about your business. If necessary, apologize when you could have done something to improve their experience.

Offer solutions

It’s important to offer customers a solution to their problem. We’re not saying you have to bend over backward with discounts and full refunds, but you should provide them with something that’s actionable. At the very least, give them the opportunity to reach out to you personally and address their grievances one-on-one.

Move the conversation offline

When you’re offering solutions that require further discussion, it’s best to move the conversation offline. Leave the customer your contact information and let them get back to you. With the ball in their court, you’ve done everything that you can—at least for the time being.

Tips for Wording Your Review Response

Now that we’ve covered the steps you should take when your business receives a negative review, let’s go over some tips to make your response as effective as possible.

It pays to formulate a well-thought-out reply. Just responding to a negative review isn’t enough. You have to say something meaningful to resolve the conflict.

By adhering to the following guidelines, you can avoid fanning the flames and ensure future customers are willing to give your business a chance.

Personalize Your Reply

After having a negative experience with a company, the last thing that someone wants is to be brushed off or treated like a cog in the wheel. By taking the time to address your customer by name, instead of using generic replies such as “dear customer,” you can make your response feel more sincere.

Remember Your Industry

A response that someone would expect from a restaurant is different from what they’d expect from a contractor, so you should always keep your industry in mind when responding.

Think about why that person came to your business in the first place and put yourself in the shoes of potential customers who might be swayed by the way you respond. It also helps to research successful businesses in your field to see how they deal with negative comments and then basing your approach on this.

A Little Grammar Goes a Long Way

By making an effort to proofread your reply before posting it, you can avoid grammatical mistakes or oversights. A well-structured response will reinforce that you are a professional business owner who gives full attention to their customers. Keep it personal, but keep it professional.

Avoid Over-Apologizing

Although offering your sympathies is important when responding to negative reviews, don’t be too aplogetic. It can come off as unprofessional, as if you’re grovelling to claw back that customer. Keep your apologies brief and instead focus on your commitment to excellent service and the steps you will take to make things right.

Follow the Trends

When all else fails, a good strategy for responding is to follow what is effective for other businesses. Utilize what has proven worthwhile for successful companies and structure your reply around the most common topics.

In descending order, here’s what’s most often done in review responses:

Thank the reviewer for their feedback
Focus on customer service
Encourage the reviewer to contact directly
Discuss the customer experience
Inviting them to return
Apologizing

By The Numbers: The Importance of Responding to Reviews

45% of consumers say they are more likely to visit a business if they respond to negative reviews.

That figure just goes to show you how essential responding to negative reviews can be. If you ignore the feedback you receive, you could be leaving money on the table. Up to 45% of it.

By taking a few minutes to address your negative reviews in a timely manner, you can show that you truly care about providing your customers with a first-rate experience.

Need Help Managing Your Online Reputation? LinkNow to the Rescue!

Negative reviews can be intimidating—we know. Fortunately, we’re here to help.

If you would like some professional assistance with managing your business on Google, consider getting in touch with the specialists at LinkNow Media. Reach us at 1.888.667.7186 or website@linknowmedia.com to learn more about what we offer.

LinkNow Media | Customer Reviews

The Web is Waiting For You

Tag: negative reviews

Yelp Reviews: The Good, The Bad, The Ugly