With the majority of consumer purchases taking place online, customers naturally look to reviews for help. This could be for choosing a weekend vacation, restaurant, or local shop; what the people have to say matters.
So much so that, according to a Harvard Business School study, a one-star increase in Yelp ratings can lead to a 5 to 9 percent increase in revenue.
A 5 to 9 percent increase in revenue is no small number, and negative Yelp reviews could seriously impact that number.
Let’s take a closer look at how to work through negative Yelp reviews ahead.
How to Manage Negative Yelp Reviews
Let’s face it; no business is perfect. A negative Yelp review is bound to show up from time to time. That negative Yelp review was probably due to a customer having a bad day or a mistake out of your control.
Whatever the complaint may be, don’t make a reactionary response. Instead, take a deep breath and turn that negative review into an opportunity to improve your customer service and show future customers that you are invested in your customer relationships.
The more experience you gain handling negative Yelp reviews, the less impact and frustration you will have in the future.
Don’t Wait to Respond to Negative Yelp Reviews
Your business must be quick to respond to bad reviews on Yelp. If many people see the review and you cannot remove yelp reviews, your business reputation will decline.
It would help if you appointed a team member to monitor Yelp regularly or utilize a piece of software that informs you of negative reviews to respond accordingly.
You don’t want to leave a customer waiting for a response, nor have a negative review linger on Yelp without resolution.
Create a Message that Is Polite and Personal
A polite and positive response is one of the best responses to negative Yelp reviews. If you think that responding with a defensive tone will solve an already negative issue, you are wrong. Even if you are in the right, you will only be adding fuel to the fire.
Minimize the impact of negative Yelp reviews by remaining polite and positive throughout the entire process. This simple action will lead to an increase in positive outcomes for negative Yelp reviews.
Use the customer’s name, apologize, and let them know that you are here to help in any way you can. Then, turn the conversation around, and make it polite and positive.
Convey the Actions You will Take to Solve the Issue
Once you’ve turned the conversation around, taken back control, and made it positive – it’s time for some action. Please don’t leave the conversation without resolving the problem that started it.
Outline the details of the actions you will take to resolve the customer’s problem. This will help the negative review itself and show future customers that you are willing to help in any situation.
Don’t forget to include evidence regarding the solution you provided to your customer. At the very least, ensure that you promise to handle the situation promptly.
Don’t Let Negative Yelp Reviews Harm Your Business Reputation
Not only does your Yelp page help potential new customers, but it is also a place to allow your current and repeat customers to be heard. If you take time to reply to negative Yelp reviews according to the tips provided, you will begin to see more positive business results.
Yelp is a great place to connect directly with your customers while gaining valuable customer insight into how well they think your business is doing.
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