In today’s information age it’s so easy for your customers to go online and write about your business and sometimes not all of that can be good. Yelp is one site that has gained a lot of popularity among consumers. As a business owner I know the importance of keeping customers happy so here are some suggestions on managing your reputation on Yelp.
“Avoid negative reviews. Of course this is much easier said than done but in terms of business it is ultimately essential. Yelp has the ability to be best friend or the dreadful worst enemy to your business. It’s solely up to you. Doubtful? Try it. Start a Google Search and type in the name of your establishment. You probably notice that near the top of the search there is your business with few (and if you’re lucky, many) stars. These stars are there due to response from customers who have taken the time to review. Look past the stars, notice the comments and take into account what’s being said. Do your customers seem satisfied? Are there any negative comments? If there are, you’re encouraged to do something about it.
Negative reviews are the single most detrimental response toward a business as it is trusted and most often adhered to. If there is a customer who has never visited your business but has an interest they likely will seek out the opinions of others before finalizing a decision. The last thing you want is for the final decision to not be in your favor. If you’re wondering how you could possibly avoid this, here’s what you can do:
Review notifications: This is of great importance. Be sure that you are keeping an active (if possible, daily) account of what is being said about your establishment, who is saying it, and get to the root of why.
Address Reviews: Do not just notice the reviews, collect the data and do nothing about it. This is counterproductive. Whenever there is a negative review, be sure to address it. Do your part at locating the reviewer to get to the root of the problem. Question the reviewer’s experience. Ask what could have been done differently. Assure the reviewer that necessary steps have been taken to rectify the problem. It is your responsibility to change the reviewer’s opinion about your business. Each reviewer counts. Imagine that 1 negative review equals the loss of 100 potential customers.
Offer Incentives: This can work both in ways to generate more positive reviews and to convert the negatives. If you have received a negative review, offer a way to make it right. Maybe the customer could be offered additional accommodations that could ignite a return and essentially a do-over. You also may want to consider offering customers incentive to leave positive reviews on popular forums. Suggest that proof of good review could in turn produce reward for the customer.
Manage Your Reputation: As a business, your reputation is all you have. Do your part at micro-managing it. Track trends, gather data, assess incentives, strategize conversions and do what is necessary to gain positive feedback.
You could possibly be overwhelmed wondering how you would find the time to pay close attention to your business reputation while maintaining smooth day to day operations. It is of great importance that maintenance of your business reputation becomes high priority in your business model.”
Written by Melissa Gonzalez