What happens next?
As a business owner, you can expect to receive good and bad reviews of your products and services. Every customer is different, so while one person may have a good experience with your company, someone else may not. When a customer uses Yelp to review your business, it is important to respond every time. Whether the comment is positive or negative, creating a direct response will ensure every current and potential customer that you are serious about providing a quality experience.
So, how do you respond to reviews on Yelp? Is the process simple? And how should you respond, especially to negative comments? Check out our step-by-step guide below to learn more about the process plus tips on responding in a professional manner.
First, you need to go to biz.yelp.com and sign into your business account. From there, you can access the Reviews section of your account. Try to do this once or twice a week based on the number of reviews you receive. This way, you can respond in a timely manner.
From the reviews page, you can see all of the reviews of your business. Use the sorting feature to look at the newest reviews. This allows you to respond to all the latest reviews. At the bottom of each review, you will see a section title Public Comment or Direct Message.
It is recommended that you respond via Public Comment. This can be done for positive and negative reviews. Responding publicly is essential for negative reviews as potential clients need to hear how you take care of any issues as the business owner.
You can also send a direct message to the individual to try to solve the problem. However, do the Public Comment first so that you are showing clients that you care about any issue, no matter how small.
Read each review thoroughly. For longer, negative reviews, take notes so that you can respond to every concern. Take some time to think out a throughout response and let go of any anger you may feel about a negative review.
Be sure to thank the customer for their business and apologize for the problem or incident. Take ownership of what happened and provide details on what your business model is. Prove to the customer in your response that they are your top priority and you will do whatever you can to rectify the situation.
You can send a direct message at this time to provide a coupon or detailed message on what you plan to provide the customer. Hopefully, your actions will get a positive response on the actual review which will help to show your commitment to every customer of your business.
Responding to reviews is the best way to join in on the conversation about your business with consumers. Responses are a direct reflection of your customer service skills and helps to build confidence within the community regarding your business model. Take time to respond to Yelp reviews on a regular basis to build confidence among your clientele as well as showcase your quality customer service practices.