Pleasing everyone seems to be an uphill battle most days, and when you get bad reviews on Yelp, those Negative Nancy’s can actually hurt your business! Here are four strategies that we at the Sherwood Group hope will help you turn things around for you.
When you see bad reviews on Yelp, you can respond to it as a business. A successful way to win someone back over is to empathize with them, assure them that action is being taken, apologize, and express hope that they will give you another shot. For example: “Negative Nancy, that experience certainly does sound unpleasant. I assure you that action will be taken to prevent this from happening again. Our sincerest apologies for your bad experience. We hope you will give us another shot someday so that we can make it up to you! Best, Management”
If you are consistently getting bad reviews on Yelp targeted at one facet of your business, it may be time to take action. For example, if there are numerous complaints about service being slow it may be a good idea to hold a staff meeting and address this concern. Work with your staff to fix the internal issues and the reviews should become more positive!
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People who have had a bad experience are more likely to feel motivated to write a review than those who had a good experience. If bad reviews on Yelp are tainting your page, perhaps reach out to some happy customers and suggest that they write a review as well. This can be done either in person or through a social media status. Letting potential customers see pleasant reviews as well will paint your business in a better light.
If all else fails, sometimes all you can do is take a step back and relax. It is impossible to please everyone and sometimes you just have to accept that Negative Nancy will have a bad day no matter what you do! Just remember how many people enjoy your business everyday and try to let the others fall to the wayside.
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This article is published by Will Sherwood | The Sherwood Group |Website Design | Graphic Design | Marketing Communications: The Sherwood Group has over 30 years of experience working with all sorts of companies, small and large. Our clients range from entrepreneurs to Fortune 500 firms, in nearly every business sector, from across the street to around the world (and yes, even Europe, China, and South America). Our goal is to create advertising, graphic design, website design, and marketing communication that still looks fresh and relevant 10-15 years later. Our mission is to stir your imagination and leave your competition shaken and wondering, Now what do we do?” We are located in Myrtle Beach, South Carolina.
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By Craig Kensek 25 Sep 2015
Yelp doesn’t make it easy to remove reviews. How about situations where an angry ex employee writes a bad review (pretending to be a client).? What about someone who writes a negative review, after you’ve had to report them to collections. Yelp also doesn’t do a first in, first out for reviews. People who write reviews “a lot” show up higher. Longer reviews are given a longer shelf life.