Highlight something positive they said in the review.Start by thanking the reviewer for providing feedback about their experience.Do: Follow this easy formula for crafting a review response You don’t want to appear argumentative or closed off to customer feedback.
#Yelp reviewer Offline
Remain professional, respond publicly, and take the conversation offline as soon as you can.Ī public comment to the review shows that you addressed the concerns and appreciate customer feedback. You risk damaging your reputation if you respond negatively. Before you write that response, take a minute.
You might event want to point out every part of a review that is wrong, false, inaccurate, or misrepresents your business. Your initial reaction when it comes to responding to critical feedback might be to defend your business. Meanwhile, businesses that ignore complaints on review sites experience a 37% decline in customer advocacy. Businesses experience a 16% boost in customer advocacy by answering complaints on review sites. Jay teamed up with Edison Research and found that 53% of customers expect a reply on review sites. This mirrors a study Jay Baer talks about in his book, Hug Your Haters. A quick turn-around time illustrates that you pay attention to and prioritize customer service. Don’t: Delay your response timeĪs it relates to critical feedback, timeliness is everything. You can also use the “Thank” button when you’re in a pinch. If you don’t have time to send a personalized message to every positive review you receive, consider sending a direct message rather than a public comment. You can send a direct message as a follow-up to learn more and move the conversation offline. We recommend starting with a public comment that is personalized to the specific review.
#Yelp reviewer professional
Remember, direct messages are still a reflection of your business, so keep it professional and avoid argumentative or aggressive language. It’s the perfect follow-up to a public comment if you want to learn more or take the conversation offline. This is a great way to get more information and have a direct conversation with the consumer. You should always start the review response with a public comment.Ī direct message works like an email communication between you and the reviewer. You can use them to highlight your customer service and your business’s policies. Public comments can be used to address critical feedback as well. You can also use your response to highlight something within the review you want to amplify. A public comment on a positive review is a great way to thank the reviewer for taking the time to share their experience. That means your response doesn’t just speak to the reviewer but all page visitors too. Your response appears directly below the review you are responding to. You can respond to individual reviews in two ways: by public comment or direct message.Ī public comment can be viewed by anyone who is looking at your Yelp Business Page. Do: Select your review response method intentionally
And remember, positive reviews are something to be celebrated so share them with your staff, social media networks, and beyond. Through your Yelp for Business account, you can respond to your customers to let them know you appreciate their words of praise or their constructive criticism. You provide all of your customers with great service so why leave your biggest fans hanging? It might seem like a lot of work, but the reward is worth it.
Do: Respond to every review, even the positive ones If you prefer to listen along, check out the audio version below. Learn more about how reviews work on Yelp. These dos and don’ts for responding to reviews will help you navigate even the trickiest reviews. We all know that not every review is five stars. It’s a great marketing tool, but it requires a bit of strategy because reviews can be tough. It also shows that you care about your customers in a very public way. Responding to reviews shows people what to expect from you when it comes to customer service. It’s no longer just what consumers say about your business- i t’s also about what you say back. 96% of review readers pay attention to businesses’ responses to reviews, showing that a business’s response is important when consumers are choosing where they’ll spend their money.
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