Best Practices for Responding to Yelp Reviews
The
Do’s and Don’ts of Responding
… and How to Handle with Care
Reviews:
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 User’s 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.
64%
13%
13%
27%
39%
Fact:
Nearly 80% of Yelp reviews are 3-Stars of higher.
Managing Your Reputation
04
Negative Review?
Stop, Drop & Roll.
Remember These Steps!
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.
STEP ONE:
STOP
01
Remember These Steps!
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.
STEP TWO:
DROP
02
Remember These Steps!
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!
STEP THREE:
ROLL
03
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.
Quality Control
04
Quality Controls:
Yelp uses recommendation software.
Why Some Reviews Are Not Recommended
Quality Controls:
Why some reviews come down.
Flagging Reviews
Get More Engagement
04
Optimize Your Listing:
What’s the Benefit?
Don’t Ask For Reviews
Just leave a trail of breadcrumbs.
Don’t Ask For Reviews
Just leave a trail of breadcrumbs.
Additional Help
USER SUPPORT TEAM
yelp.com/contact
BUSINESS SUPPORT CENTER
biz.yelp.com/support
BUSINESS OWNER LOG–IN
biz.yelp.com
We know just the place.
Quick Note, Advertising Doesn’t Impact Reviews:
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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Presentation Transcript
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
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.
Yelp: A look at the numbers.
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%
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.
Quality Controls: Yelp uses recommendation software.
Quality Controls: Why some reviews come down.
Optimize Your Listing: What s the Benefit?
Dont Ask For Reviews Just leave a trail of breadcrumbs.
Dont Ask For Reviews Just leave a trail of breadcrumbs.
Additional Help USER SUPPORT TEAM yelp.com/contact BUSINESS SUPPORT CENTER biz.yelp.com/support BUSINESS OWNER LOG IN biz.yelp.com
