Yikes! I need help with Yelp!
This is a statement we hear pretty often once a business owner realizes that the reviews on YELP, Goole+, CitySearch, etc. are less than desirable. Reputation management has become very important for business online searches. There was a time when what others said on YELP, Google Reviews, CitySearch and the like only matter if one went to that site to see if you were given a review. Now, well it’s a whole new ball game. These sites are affecting the bottom-line for business. The reviews are popping up on the first page of a Google search and they are hindering any business that doesn’t have a good rating.
This has created yet another task for the business owner: monitor their ratings on all of these sites, put a plan of action into place to make sure that their (satisfied) customers are giving those good ratings and of course responding and attempting to resolve issues stated in a negative rating. The rules about deleting or moderating false reviews are strict! Basically the sitesrefusse to remove negative reviews unless it breaks the website’s rules. Don’t count on being able to have those kind of reviews removed BUT we can shed some light into the tunnel with a few tips to handle negative reviews on Yelp, Google+, CitySearch, YellowPages, etc.
Claim Your Business Page On Yelp, Google+ Or Any Review Site
First and foremost, claim your Yelp, Google+ or any review site business listing because it will allow you to communicate news to customers and respond to reviewers. You will also be able to control your business details and make changes as necessary. Not to mention, in the event that you do attempt to have a review removed, the site won’t even consider it if you haven’t claimed your listing!
Here is how to do it:
Responding To Negative Reviews
You know the saying,” You can’t please everyone!” Well, this pertains to business. I don’t think that there is a business in existence that has never made a mistake or had a customer that just couldn’t be pleased. It’s to be expected to a certain level, but what prevails is how a business went about trying to make the error right. People tend to make a big fuss when something isn’t right- you just need to make a big fuss to make it right publicly.
Resolving False Reviews
I am sure the majority of us have someone tell a completely fictional story about you (think back to middle school) unfortunately, this happens in the business world as well. There are people out there who will give a totally false review about your business. The bad thing about that it that most review sites only delete reviews if they are profane.
So what do you do if this is the case for you? Respond! A public response explaining that the review is false and professionally explaining why it is false is necessary. Clarifying the false review is not going to boost your rating, nor will the review will be removed but it will show that you made it a point to address the review. Many people want to know that if they have an issue that you will at least respond. The best way to discredit false reviews is to have plenty of positive ones.
Managing Your Reviews – Yelp, Google+ YellowPages, CitySearch, Angie’s List, etc.
Some say ignorance is bliss but not in the case of bad reviews. You must consistently monitor all these review sites for new reviews. If you don’t have enough positive reviews, just one negative review could seriously damage your reputation and could cost you many potential customers.
Your reputation means everything when it comes to being a successful, dependable and reputable business. At Warhorse Marketing, we can be the tool that assists you in monitoring, improving, defending and repairing online reputations and reviews. Imagine having your own online marketing and PR team that manages all your reviews, effectively resolving negative customer experiences and building a broad volume of positive reviews from your actual clientele! Contact us today for your free reputation management consultation!