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Is Asking for Yelp Reviews Hurting Your Small Business?

waffleIt’s a fair assumption to make that anyone who owns a business knows a thing or two about the importance of having a good rating on Yelp. Positive reviews from satisfied customers are enough to win over someone who has no idea where to go for breakfast, a haircut, or an oil change. It comes as no surprise then that many business owners urge happy customers to go to Yelp to share their experience. After all, the more people writing positive reviews, the higher the rating, right? This might not be the case. Yelp themselves discourages business owners from asking for reviews because asking people for reviews creates a bias. Because really, would you encourage an unhappy customer to write a review?

Whether you agree with their point or not, reviews that have been strong armed are likely to be flagged by Yelp’s recommendation software. So, here are alternative ways that you can get happy customers to write a review about your business.

Add a Review Badge

The last thing you want is to offer discounts or freebies as incentive for customers to write reviews. Not only does this run the risk of being flagged, it’s bribery. Let others know you’re on Yelp by using a review badge. Once your business page is set up, you’ll notice that you’ll have the option of adding a Review Badge to your website. This is a great way to drive traffic to your Yelp page from your website.

Choose Your Words Wisely

We’ve all been there – a waiter asks how everything was, and you respond by saying it was good, even when it wasn’t. Or a hairdresser asks if you like your new haircut, and you say yes, but it’s the worst haircut you’ve ever received. The point here is that unless someone is throwing you flowers, there is no way of knowing if someone had a pleasant experience or is just being polite. Only when someone is over the moon about your service or product should you drop a hint to leave an online review.

Share Reviews

Even if someone doesn’t write Yelp reviews, they rely on Yelpers to get a better idea about where to spend their time and money. So, throw them a bone. If you got ‘em, flaunt ‘em. Don’t be shy to share Yelp reviews on other social media platforms, like Facebook. You also have the option of posting all your reviews by changing the settings in your Yelp account. All you need to do is check the “connect to Facebook” option under the “External Services Settings.” This will prompt you to allow Yelp access to your business Facebook account. If you choose to display all your Yelp reviews on your Facebook wall, be sure that you respond to all reviews, both positive and negative. You can brush up on appropriate ways of responding to negative reviews by clicking here.

Add the Yelp Icon to Your Signature

If you are like most businesses these days, you communicate with clients via email, whether for business updates or sending out campaigns. The average person is not going to your business or enlisting your services with the end-goal of writing a Yelp review, so they might need a nudge to follow through on doing so. A small Yelp icon in your signature is like a call to action.

Provide Exceptional Service

The single best way to get positive reviews on Yelp is by providing your customers with excellent service. This might sound obvious, but it can be easy to lose sight of good old fashioned customer service when your main focus is getting a 5 star-rating on Yelp. This could cause you to be overly enthusiastic, or worse bothersome. Give your customers a delightful, stress-free experience and positive reviews will come rolling in.

 

Sharing Button Integration: See More Friction in The Comments Section

 

beachYou’ve likely already scrolled through your Facebook newsfeed at least once today, and probably came across a plethora of different types of shared content, from baby videos to political articles to personality quizzes. Despite the variety, there’s a common denominator here. Your Facebook friends were not posting a website, but an article from a website, and that means they likely hit a sharing button.

What Is A Sharing Button?

A sharing button is exactly what it sounds like – it’s a button that enables visitors to share content on their social media pages. These buttons are something that visitors have come to expect on a website, especially on blogs, and are often placed at the bottom of the page. We suggest placing them there too since this is where readers who want to share are looking. Provide your visitors with the experience they’re expecting, or else they’re heading elsewhere.

Why Do You Need It?

There are so many elements that go into making a website successful, and sharing buttons are definitely on that list. The more people you have reading your content, the more voices there will likely be in the comments section. This is of course going to help you discover more about your customers, which will allow for more effective communication.

Obviously, if you want to get more customer reviews, you’ll want to get more visitors to the content that you wish to have shared. Adding sharing buttons any place that you wish to have content shared is a sure fire way to gain a wider audience. This includes landing pages, blogs, and web pages, or, any place where a visitor can join a conversation in a comments section.

The comments section provides an awesome opportunity to discover more about your customers. It’s not only what they’re saying, but HOW they’re choosing to say it. The latter is extremely important when it comes to the ways you communicate with your customers. The words you choose, and the way by which they are arranged says a lot about you.

Final Thoughts

This post from LinkNow Media is a short, casual reminder about the importance of integrating a sharing button. It’s a simple way to get more people chatting about your products or services, which presents the opportunity for you to join in as well. Don’t yet have a sharing button on your blogs or landing pages? Get in touch with your web designer. You’re sure to see more friction in the comments section.

The Customer Is Always Right, Right? Advice for Small Businesses

teacupsLinkNow Media has written about ways of responding to negative reviews before. We’ve shown you how to handle negative reviews, and how to use positive reviews to boost your brand. Today, we’re going to take it one step further to help you understand the process and the value of analyzing your customer reviews. We’ve all heard the age old adage that “the customer is always right”, and through the careful consideration of customer feedback, you’ll see that this is true in more ways than one. Not only is it the go-to model for good customer service, it’s also the best way to approach customer reviews, negative or positive.

ABC: Always Be Changing

A stagnant business is a failing business. If you’re not consistently changing your business model to better serve your customers, your customers are heading to your competitors. This is where analysis of your reviews can be integral to success. Think of it this way, wouldn’t it be great to have a helpful coach in real time telling you what and how you could improve your business? If you approach feedback not as either congratulation or denigration, but as a roadmap to help you get where you want to go, then you’ve tapped into a very powerful resource. There are a few simple how-to’s online that can help you create a system to harness this new found resource. We recommend taking a look at this post on analyzing from CSM.

Learn From Mistakes

It’s Fine to Celebrate Success But it is More Important to Heed the Lessons of Failure.” This quote from Bill Gates is the perfect way to summarize why paying attention to customer reviews is important. Learning from your failures keeps your company moving forward and maximizing growth. That being said, it’s equally important to play to your strengths. If you notice throughout your analysis of customer reviews that you’re hearing the same things repeated in every positive review, work with that information to better market your services. You don’t want your slogan to be about speed if every bad review of your service cites long wait times, that kind of inconsistency can damage your credibility. On the other hand, if you notice that customers are responding positively to how simple it is to access your services, than focus on marketing your company as customer friendly. This doesn’t mean you get to stop implementing plans to improve on your weaknesses, but it does mean that sometimes it pays to keep on the sunny side.

These are all very simplified ideas regarding customer review analysis, but once you start critically engaging with your audience it will open up a lot of doors for your business. There are a lot of resources available to help you move forward with more advanced analytics of feedback. But today at LinkNow Media, we hope we’ve at least got you thinking, let us know in the comments below!

3 Tips for Responding to Negative Online Reviews

hot airAs long as there are reviews, there will be negative reviews. Read up on all the tips you want about responding to harsh criticism, but you’ll still be at a loss for words when someone is badmouthing your business and staff. It never hurts to read a blog like this one for a refreshment on appropriate ways to respond to negativity. The last thing you want to do is call over your coworkers to show them the outrageous claims some crazy person made (because let’s face it, it sometimes feels that way). That will only deepen your rage, and kill the mood in the workplace. Instead, take a deep breath and respond with these points in mind:

Use the phrase “I hear you.”

Businesses don’t become successful because they get it right the first time. Success is achieved when businesses face their problems and find appropriate resolutions. Don’t let a negative comment get you down. Rather, look at it as an opportunity to highlight how committed you are to making things right for your clients. If your knee-jerk reaction is to jump right into justification, you are essentially saying that you know better than them. Instead, think over what they’re saying. Look at where they’re coming from. Let them know you hear them, and offer an apology if necessary. The bottom line is that people want to be heard, so listen. By doing so, you show that you value your customer’s feedback, even if negative.

Address the customer by name

All reviews deserve to be handled with care, even negative ones. If you continuously use the same framework for addressing negative reviews, you run the risk of leaving a cookie-cutter response. Every customer is different, and each problem must be addressed individually. One way to connect personally with unsatisfied customer is by using the customer’s name in your response. Addressing someone by name is a form of flattery. As author, Dale Carnegie stated, in his 1936 novel, How to Win Friends and Influence People, “a person’s name is to that person, the sweetest, most important sound in any language.” Keep this principle in mind when addressing an unsatisfied customer. It’s an effective way to engage with someone who is ticked off. Just remember to check your spelling before hitting reply.

Ask a question

Most the time, issues between a customer and a business owner are due to a miscommunication or misunderstanding. One way to clear up confusion is by asking a question. By asking a question, you are calling attention to the problem in an indirect, unconfrontational manner. For example, if you’re a restaurant owner, and have a customer who is unhappy about the hour wait time for a table, ask if they had made a reservation, and inform them of your reservation policy. Or, ask when they arrived, and provide them with alternative time when it might be less busy. Always look for the opportunity to ask a question. This helps to avoid the conversation from getting into he said/she said territory, and creates an open dialogue.

Closing

At LinkNow Media, we’ve looked at ways of responding to negative reviews in the past, and are likely to revisit this topic again in the future. We believe that if you can handle the situation competently, you’ll be given another chance.

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