If someone took the time to write a review about your company, good or bad, they deserve some attention. Yes, I know. There are a lot of haters out there, who only want to cause trouble and say mean and, at times, completely untrue things. And that angers you to no end. It isn’t fair. It isn’t right that they have the ability to sway potential customers with completely false accusations, causing you to possibly lose business. It’s not right. But it’s the reality of the world we live in. And we can either ignore it or try to do something about it.
Here’s a framework on a new way to respond to reviews on Yelp. Just try it and see what happens. You never know.
For every person who gave you a good review
Send them a direct message and offer them a gift certificate to thank them for their review.
For every person who gave you a lukewarm review or pointed out a couple things that they didn’t like
Send them a direct message and offer them a sample of your best items/services, that they didn’t try, as a complimentary gift.
For every person who gave you a bad review
Send them a direct message and apologize that they had a bad experience. Tell them what you’re doing to correct it and offer them a gift certificate if they’d like to give you another try after you’ve corrected the problem.
IMPORTANT: Do not treat this as a promotion! Do not promote or advertise this (not that you’d likely want to give away free stuff anyway). The key is to show pure appreciation for all feedback and you can’t sully that by turning it into something commercial.