How to Respond to Yelp Reviews

how to respond to yelp reviewsI recognize the needs of my clients when I’m consistently asked the same question. Recently I was asked how to respond to Yelp reviews by several different clients within just a few days. It hadn’t occurred to me that this information wasn’t easy to find so I decided to write a blog to make sure I have a resource to share with those that ask.

You must have a Business Yelp account

Most people don’t realize this is the case. There are two different ways to use Yelp, as a reviewer or as a business owner. The first step is to claim your business. Once you do that, you can respond privately or publicly to any review you receive. Continue reading

Dealing With Negative Online Comments

Any company that has been in business more than a day has had an unhappy customer. How you deal with it is a reflection of your character. The lack of control over what people say online makes many businesses uncomfortable. I’ll let you in on a secret: The Internet didn’t take away your control. That you believed you had control was an illusion. The only thing you do control in any situation is how you react.

A television show called “Kitchen Nightmares” recently featured a struggling business in Arizona called Amy’s Baking Company. The owners’ atrocious behavior on the show caused the public to unleash a deluge of negative comments on all their social media channels. But it wasn’t the exposure from the show that caused complete destruction to their reputation. It was their childish, vulgar, insulting, and rude responses towards the public that damaged them more than anything else. It’s a classic case of what not to do.

According to the Opinion Research Corporation, 84% of Americans say online reviews influence their purchasing decisions so this is a critical area for you to monitor. You must know how to deal with negative mentions because it can turn into your own personal nightmare. Continue reading

How to Deal with Negative Customer Feedback

When asked about negative online comments I say, “Any company that has been in business longer than 5 minutes has an unhappy customer. You simply can’t please everyone all the time.” How you deal with it is more telling than the fact that the negativity exists. The lack of control over what people say about businesses makes many owners uncomfortable.

I’ll let you in on a secret

The internet didn’t take away your control. You never had control. Control is only an illusion. The only thing you actually control in any situation is how you react.

According to the Opinion Research Corporation, 84% of Americans say online reviews influence their purchasing decisions so this is an important area of which to pay attention. I was doing a platform audit for one of my clients, Getaway Adventures, when I came across a negative review on TripAdvisor. The customer was displeased with the tour he went on and felt it wasn’t what he expected during purchase. The owner, Randy, dealt with it in a really effective way. He apologized and told the customer that the next tour was on him and that he’d take the customer out himself. Done. A negative turned into a positive, at least from my perspective. You can learn a lot about a person/business by the way they treat people. He handled it just the way he would’ve if the client had been standing in his place of business. The way we cope with online feedback should be very much like the way we’d handle it face to face. Same skills different application. Continue reading

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