First off—take a deep breath. Think about their feedback; generally, it falls into one of three buckets:. Your response should specifically map to the type of review. This is especially important in the case of negative customers who offer suggestions for improvements. Below is an example of a restaurant owner with a great response to a customer complaint:.
Customers who are venting and outraged merit a simple apology—you should not engage with them any further no matter how badly you want to do so. And you should never respond in a manner similar to the example below:. No matter the tone a customer takes, you need to stay positive! This is an amazing opportunity to represent how your business approaches customer service. Finding a cadence to respond to reviews is up to you.
Obsessively checking Yelp every day may not be good for your psyche or worth your time depending on the size of your business.
We recommend taking the time once a week to read and respond to reviews in batch, so that you can respond to feedback quickly. Reviewers who are more active on the platform more posts, more friends are less likely to get caught in that section. If you have a bunch of 5 or 4 star reviews from new Yelp reviewers, you can reach out to thank them for their business and explain that if they review a couple more businesses or add friends, their review will show up on your page.
The answer is no—positive reviews should be an organic outcome of they way you engage with your customers. First quarter Yelp data show strong signals of local economic recovery with more than half a million new businesses opening in the last year. As vaccinations roll out, the weather gets nicer, and people who have self-quarantined and socially distanced for an entire year finally get back out into the world, it's an exceptionally opportune time for small businesses to regain their customer bases.
One of the best ways to do that is to claim your business on Yelp. Everyone knows Yelp as a trusted review site for local businesses. According to studies, 97 percent of consumers spend money at a business they find on Yelp, and 92 percent of consumers visiting Yelp are looking for a business they can return to multiple times.
These days, customers need to know that a business will keep them safe and deliver on their business promises. When you claim your business on Yelp, you can engage directly with your community to ensure you're doing just that. Yelp launched a number of new features available to business owners so they can communicate the ways they're keeping customers safe, including a Coronavirus information hub where businesses can easily update their days and hours of operation, add health and safety measures, and much more.
Additionally, when you manage your Yelp Business Page , you'll rank higher for relevant search terms without costly SEO services or the constant upkeep of your own website. Some businesses can even use Yelp as a digital storefront instead of a website. With Yelp's self-serve tools, you don't have to talk to a sales rep unless you would prefer to or get roped into any long-term contracts.
Yelp has more than million unique visitors every month, many of whom are in your area. Leveraging your Yelp Page can be a great way to build trust with your community as they look for top services, dining, and retail stores in their area. Just check out the many businesses that already consider Yelp as one of their top marketing partners. Explain how that is good for business? I completely understand your concern with Yelp; I know that many small business owners express the same sentiment.
By no means am I encouraging anyone to pay for their services. I was hoping that my article would simply provide helpful information to anyone who was curious about the review site since there are many people who use Yelp to decide whether or not to visit a store. Sounded good at the time. How does one know what to believe these days?
During that period of time I was getting consistent 4star and 5star and occasionally a 3star reviews left and right. I started panicking, blaming my staff, my managers, etc. I was so disappointed on myself. Then I started analyzing. I responded to every single one of the negative reviews.
Offered these people free meals, etc. But it was like poking at a dead animal…. How come those particular people have a Yelp account but no FB or such??? On the other side, I will say that people read and see yelp. I wish there was an alternative….. No other way to say it. Now I just want my business removed from Yelp. As a small business consultant I have heard the best and worst of Yelp.
Do your due diligence before signing on the dotted line and research other marketing options. Totally agree with Joe and Scott. Yelp seems to enjoy posting only the negative reviews. But no, they wanna play judge over business owners. Fine then. Yelp stops sending you calls unless you upgrade your advertising. We made the mistake of going to a paid plan and our calls ground to a halt.
Yet we keep getting the same sales guy calling monthly to ask us to upgrade to the next level. About weeks ago, I signed our pizza restaurant up with Yelp.
The sales person did a great job in overstating the revenue that we would receive from our Yelp advertisement. He showed graphs and charts and videos.
Luckily Yelp has a business dashboard that you can see the total number of clicks, calls and even the cost of your advertising every day. So I am watching the dashboard like a hawk once the campaign started. To cancel as I felt it was a scam. Well, actually, you can schedule an appointment with your account manager for two or three days in advance. I continued to email the sales person, and account manager and I got crickets.
I asked her how much time should I give as since I was told that when people clicked on our ad, we would be getting results. I canceled the credit card associated to the Yelp advertising immediately. I forewarn any small business to participate in Yelp advertising. One of the problems I found is that Yelp is unable to reduce an area for which your business might be in to actually attract customers when they are looking for a product or service near you.
Not worth the investment for sure. I have already notified our attorney in advance because we refuse to pay Yelp for anything. Every 6 months or so, Yelp calls me. Their sales department is good, really good! This is why they need you to sign a contract, yet another HUGE red flag! Basically, they are heavily sales faced and once they get you into that contract, to hell with you and thy move on to the next prey!
For that reason, we keep an occasional eye on the respective Yelp cumulative ratings but would never, ever consider advertising with them. And that has served us very well. Thank you for the article, Diane. Only an idiot would not know that Yelp is a scam. We wanted to try to remain neutral — but we appreciate your opinion and insight about Yelp. Have you had personal experience working with them? Very misleading and dishonest company.
Google removed my personal photo…yelp refused to. They capitalized on taking advantage of others. Please I warn you!!! Do not open a business page on that website. They are scam!!! Greedy wicked company policy. If my comment is not approved diane, then you probably work for yelp.
It is only fair for people to be warned. Yelp allows total strangers to open businesses that font exist. Someone with a vendetta against me opened a biz page with my personal name on it and art stuff in the title. All untrue. I wrote yelp saying I can prove all of this is lies and that it is not my company name they have linked my website to…..
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