Fact: Businesses have lost revenue as a result of bad reviews on Yelp.
Yelp gets a lot of flack for overzealous review filters and deletion of reviews they feel add nothing or are possibly fake. It also has a lot of good information, both positive and negative concerning businesses, and it’s an important measuring stick for whether or not a consumer will even do business with you in some cases. Most of all, the general public uses it to make buying decisions. You need to present your best face forward for your brand.
The first thing you’re going to need to do is get ownership over your company on Yelp. That means you will be participating in a little activity known as “claiming your listing.”
It gives you superpowers to have control over how your brand is presented on Yelp. No, you can’t delete rotten reviews. But I can show you how to overcome them further along in this article. Claiming your Yelp listing allows you to:
Claiming your Yelp listing allows you to:
• Immediately update business information like menus, hours of operation, phone numbers, address, website (all vital to generate more customers that visit Yelp looking up your business or the market you’re in).
• Respond to reviews and privately message customers (this allows a business to have the impact of bad reviews greatly diminished, tempered with a full scope of the situation, or at least explained publicly).
• See the customer leads your business generates (Leads that you are currently completely missing out on).
• Monitor how many people view your business page (being ranked on Yelp is far easier, and can generate equal, if not more traffic than a website with a good deal of SEO work).
What if there are negative reviews for your brand on Yelp?
If you have a negative review on Yelp, or you need help getting control of your Yelp account and countering negative reviews, this isn’t a setback at all. In fact, it is an OPPORTUNITY to shine how awesome your brand is and how hard you’re willing to work to make a bad situation right.
It starts with claiming your profile on Yelp. Here’s how to do it:
Step 1 – Go to Yelp.com
Step 2 – Look up your business. We recommend using the Yelp Business User site.
Step 3– Click the “Claim your business” button. There will be easy steps to create your Yelp Business User Account.
Step 4 – Yelp will call you at the number listed for your business to confirm ownership of the business profile. You will be given a code to enter on the site to verify your account. You will need to have someone available to take the call and receive the code number. You will need to do this for each location your business has. Just go to Account Settings and choose “Claim Another Location.”
According to Yelp, if you don’t see the “Claim your business” button, one of the following situations may apply to you:
Yelp advises filling out a support request and they will work one-on-one with you to resolve the issue.
How to handle negative Yelp reviews
There are two things you need to do.
First, address the elephant on the website: the unhappy experience someone had with your company. Is it legit? Does it point out a flaw in your current buyer’s journey?
Now that you’ve seen the review from a completely defensive angle, Drop the defensive and look at it objectively. In fact, read the negative review from the mindset the customer is absolutely correct and see how you’d respond.
Then, use the public business owner comment feature and respond.
Remember the world is watching so keep it positive. Even if it is only to say, “We are so sorry you had this experience, we are contacting you directly to get more details to make it right!”
The important part is that you don’t throw blame, act like the customer is an idiot for not understanding the product or service, or just flat out ignore the complaint. In fact, ignoring criticisms is an express ticket to failure.
Second, get good reviews. It sounds like a no-brainer but it’s amazing how many business owners don’t ask their customers to post a review. They must be legit and even then they may not pass the screening algorithms at Yelp as real reviews. Make collection email addresses part of your sales process, and ask customers to post their experience with your company.
The more positive reviews you have up will minimize the bad experience someone else had with your brand. Plus if you publicly made an attempt to make a bad situation good for someone, it will increase trust in your brand that even when the human factor causes a problem, you try to make the customer happy.
Yelp isn’t the only place potential customers are looking at your brand, but it’s a great pillar for building a good, solid social reputation for customers and potential customers.
If you have gone through the process of claiming your Yelp profile previously but need help making your social media presence strong, let us help you manage your reputation on social media!