What you need to know about responding to yelp reviews: improve customer satisfaction
Mention Yelp to a small business owner, and the reactions will be mixed. While some cherish their 5-star ratings, others have made it their mission to discredit the site.
Horror stories of how a single online review can ruin a business have even made their way into pop culture and prime time TV:
“You keep in mind that my sharply-worded comments on yelp.com recently took down a muffin store.” – Sheldon Cooper, The Big Bang Theory
However, there is no denying that great online reviews are essential for making sales these days, as almost everyone treats reviews like personal recommendations.
Even Google has recognized this, attributing 13% of your website’s search ranking to reviews gathered from platforms like your Google My Business page, Facebook, and yes, Yelp.
Yelp often appears at the top of Google search results, and with over 142 million monthly unique visitors, it is crucial not to ignore it.
Since 2005, there have been more than 77 million reviews submitted on Yelp. Most are overwhelmingly positive, with only a small percentage being one-star reviews.
However, Yelp’s review filtering system can make it tricky for business owners looking to build a great reputation. So how do you engage with your “vocal and opinionated” customers on Yelp and respond to your reviews?
Claim and optimize your yelp business page
First, claim your free business page on Yelp and fill it out completely. This includes adding photos, pertinent information specific to your business, hours of operation, and contact information.
The traffic referred to your site through Yelp can be substantial, so it’s essential to ensure that your website is correct. Including quality photos can set a positive tone.
Respond to everything, including negative reviews
Claiming your business page on Yelp also allows you to respond to any reviews related to your business. Reviews are public and provide a great opportunity to show your business’s personality and humanize your brand.
Relationships and brand loyalty are built when people feel they’re interacting with a human behind the logo, so going the extra mile to thank someone for a great review creates a positive impression.
While receiving a negative review may not feel great, they’re arguably even more important to respond to than positive sentiments. We’ve discussed the best way to respond to negative reviews, and we cannot stress enough how much of an opportunity responding to a negative review can be for your business.
You have the chance to turn a situation around and win fans through those who see your response. Additionally, a genuine negative review can lend authenticity to your brand, as many view a perfect five-star rating with suspicion.
If you believe any of your negative feedback to be fake reviews, there are legitimate ways to try to remove or report them.
Be timely
Respond to reviews promptly. Customers expect a response within a week, especially for negative reviews. A quick response shows that you are attentive and value customer feedback.
Personalize your responses
Address reviewers by name and mention specific details from their reviews. This shows that you’ve read their feedback carefully and are not using automated responses.
Stay professional and avoid arguments
Even if a review is harsh, maintain a professional tone. Avoid getting defensive or engaging in arguments. Instead, acknowledge any mistakes and explain how you will address the issues.
Take conversations offline when necessary
For more complex or sensitive issues, offer to continue the conversation privately through email or phone. This approach can help resolve disputes more effectively without airing all details publicly.
Acknowledge and apologize for negative experiences
When responding to negative reviews, start with an apology and acknowledge the customer’s bad experience. This shows empathy and a willingness to make things right.
If appropriate, offer a solution or compensation to rectify the situation.
Use positive reviews to reinforce good practices
When you receive positive feedback, thank the reviewer and highlight the aspects they praised. This not only shows appreciation but also reinforces what your business is doing well.
Focus on getting more reviews
Reviews are considered old news and irrelevant if they’re older than 3 months, so it’s important to keep adding to your total regularly. This is important from both a prospective client perspective and for boosting your SEO and Google rankings.
Implementing a process of following up with your customers and adding a request for a review into your communications can go a long way. You can also automate this process if needed, but don’t ignore this step.
To keep your reviews current and relevant, encourage satisfied customers to leave reviews. This can be done through follow-up emails, social media prompts, and in-person reminders at your business location.
Expert opinions on review management for lawyers and attorneys
Emily Johnson, Customer experience director at happyclients: “Use Yelp responses as an opportunity to highlight your business’s strengths. When replying to a positive review, mention any new services, upcoming events, or promotions. This not only engages the reviewer but also informs other readers about what else you offer.”
Michael Chen, e-commerce specialist at webboosters: “Consistency in tone and message is important. Your responses should reflect your brand’s voice, whether it’s professional, friendly, or humorous. Consistent messaging helps in building a recognizable and trustworthy brand identity.”
Ava Brooks, Content marketing consultant at brightfuture media: “Encourage offline conversation for complex issues. If a review points out a serious problem, invite the reviewer to contact you directly. This can help resolve the issue more effectively and privately, while also demonstrating to others that you take such matters seriously.”
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