How to Deal With Yelp Disasters
- Brad BentonKeymasterFebruary 23, 2013 at 1:18 pmPost count: 148
What Not to Do
Flame your critics: As a rule, fighting with people on the Internet is never a good move. Even if one person is unquestionably right, both participants usually end up looking stupid, mean, and uneducated in the eyes of all outside observers. (Case in point: The screenshot at right came from a friend’s Yelp account, after the owner of an Illinois limo service decided to let her know what he thought of her review. Needless to say, she has not changed her opinion of the company.) The last thing you need to do is drag your business into the mud by publicly antagonizing someone who has already put some thought into criticizing you.
A Better Approach
Claim Your Business
Encourage Good Reviews
For potential customers who find your business through Yelp’s mobile app, the star rating is likely to be the biggest determinant in whether they’ll drop by. Sure, they may read the first few reviews that pop up, but if you don’t have a rating of four or five stars, most users probably won’t even tap on your listing. For this reason, your primary objective should be to overwhelm any mediocre or negative ratings with a healthy supply of more positive ones.
Court Your Critics
Alternatively, you can leave a public response directly on the review. Even if the customer doesn’t change their mind, this approach makes a public statement about the kind of business you’re running–that you take your customers seriously and care about making things right.
Have Fun With It
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