How to Respond to a Bad Yelp Review
Getting dandy online reviews can boost your business organization-possessor confidence and, maybe, bring new customers to your door. But what do you do when a negative Yelp review pops up? Start out by not worrying too much–this is fixable!–and so follow these guidelines to handle the unfavorable review.
Don't Panic
One bad review (or even a few bad reviews) are non going to kill your business. Though online reviews are influential, (around eighty% of consumers check reviews, and say that they trust them), not all customers are equally influenced by negative reviews.
Customers shopping primarily for the lowest price will exist more affected past negative reviews , while customers who have some familiarity with the business tend to come across negative reviews as exaggerated. Additionally, pure Internet-based businesses are far more than probable to be negatively affected by an unpleasant review than brick-and-mortar businesses, which are insulated from such comments.
Examine the Source
Outset, decide whether the review is from a legitimate customer or from an underhanded competitor. The more than local competition you have, the more than probable it is that ane of your competitors has taken to writing fake reviews to brand you look bad.
Fortunately, y'all can take action against fake reviews from competitors: flag the review, then respond with a public comment that the review is from a competitor, not a client. Be courteous and professional; you're non interested in a fence, just in calmly showing that the review is illegitimate. At this indicate, you can contact your competitor and Yelp and inquire both of them to have the review downward. Yelp volition want proof of the reviewer's identity. Your competitor may agree to delete the review if you bespeak out that no i volition believe it at present that you've identified it equally simulated.
For legitimate client reviews, investigate the state of affairs that caused the negative review. The more you lot know, the better prepared you will exist to respond accordingly. For case, if a client is angry considering a product was lacking, offering to replace the product makes sense. If the acrimony is from poor service or unmet expectations, however, offering a refund might be better.
Answer Thoughtfully
There are two keys when responding to a bad online review: outset, don't ignore it and second, stay professional person.
Ignoring a legitimate bad review simply makes potential customers wonder if y'all are willing to gear up mistakes or if you will merely ignore unhappy customers. Make a public answer to the negative review, following this iii-step format and staying tactful and courteous:
- Repent. Fifty-fifty if the customer is over-reacting, start with a simple amends such equally "I am so sorry you had a bad feel at our business."
- Correct facts if needed. If the customer has misrepresented the situation, state what actually happened. Stick to the facts, and don't accuse the customer of lying. You can include phrases such every bit, "I think you're mistaken," or "Peradventure y'all've forgotten." Cite the source of your information.
- Ask for resolution. Land your want to recompense or otherwise resolve the state of affairs and publicly inquire the client to contact y'all. You tin can say, "We want to make this right; please arrive touch at [phone number] so we can fix our mistake."
Be professional person, friendly, and tactful. How you discussion your response volition show time to come customers how you lot volition respond if something goes wrong for them. A well-worded, thoughtful response tin heave their confidence in your business organisation, while an aroused response tin can accept the opposite effect.
Seek Resolution Privately
If you are able to contact the customer by email or phone, do so with the same professional person, courteous manner in which you wrote your reply. Apologize, listen to the customer, calmly explicate factual mistakes, if advisable, and and so seek resolution past asking what y'all can practise to brand the customer happy.
If yous're able to resolve the trouble and win the customer dorsum, follow up with another answer to the original negative review stating what steps y'all took and how the issue was resolved. The customer might also be willing to follow upwards on the original review with her own description of how you promptly and professionally handled the complaint.
Keep Getting Reviews
Proportions thing; a couple of negative reviews in a sea of positive ones matter less than one unpleasant review stacked confronting only one positive review. And so keep sharing your review site information with customers; the more than positive reviews y'all take, the more those few unpleasant ones will seem unimportant.
Source: https://www.ondeck.com/resources/negative-yelp-reviews-heres-deal
0 Response to "How to Respond to a Bad Yelp Review"
Post a Comment