Best Practices for Responding to Yelp Reviews

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Effective strategies for managing and responding to reviews on Yelp, including private vs. public responses, reputation management, and tips for quality control. Discover who uses Yelp, why it exists, and key statistics about the platform. Learn how to engage with customers through private messages and public comments.

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Uploaded on Oct 02, 2024 | 0 Views

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The Dos and Donts of Responding Reviews: and How to Handle with Care

01 Who Uses Yelp 02 Private vs. Public Responses 03 Managing Your Reputation 04 Quality Controls

Who Uses Yelp and Why? 01

Why Yelp Exists: Connecting people with great local businesses.

Yelp: A look at the numbers. 142 Million monthly visitors 77 Million total reviews

Who uses Yelp? Relatively Affluent, Educated Adults

Since Day One: Our focus has been on creating a community of reviewers.

Click On Any Users Profile To Learn More:

Yelp: A look at the numbers.

In a Nielsen study, we found that

and that

Private Vs. Public Responses 02

Start Here: www.biz.yelp.com

Connect with Customers: Send a Private Message

Connect with Customers: Post a Public Comment

Myth: Most Yelp reviews are negative.

Fact: Nearly 80% of Yelp reviews are 3-Stars of higher. 13% 27% 64% 39% 13%

Managing Your Reputation 04

Negative Review? Stop, Drop & Roll.

Remember These Steps! STEP ONE: STOP Don't respond immediately. The best advice I've received is to sleep on it (although I typically lose sleep over such reviews). Waiting 24 hours can make all the difference.

Remember These Steps! STEP TWO: DROP Drop the prideful, defensive and harsh response. Let a trusted co-worker or friend read through your response before posting. Remember taking the high road is rarely a bad idea.

Remember These Steps! STEP THREE: ROLL Roll with it. In the end, you can t control the opinions of your clients. Attempt to mend any valid issues this person presented through their review. Keep providing the best possible service and products. Do those things and the more affectionate reviews will exponentially multiply!

Stop, Drop & Roll Example: Incredible Wine and Spirits, Colorado.

Stop, Drop & Roll Example: A customers one star review. Bought some tequila and mix they put both in a paper bag not designed to hold one, let alone both. As you can imagine, the bottle broke through the bag and $36 worth of tequila crashed to the ground. Martine A.

Stop, Drop & Roll Example: A business owners response. Please accept my apologies I can tell you this is simply what we are not committed to do. We will be happy to refund the bottle and provide a $25 gift card. David D., General Manager

Stop, Drop & Roll Example: A customers updated five star review. I appreciate their acknowledgement of the issue, their promise to correct it and their generosity to make amends. A business that knows when to make something right is worth our patronage. Martine A.