How To Respond to Negative Reviews (Yelp)

Posted by David Chism | Tue, Oct 26, 2010

I received a Yelp Newslet­ter today in my inbox and could not agree more with their mes­sage. Their top­ic was to not be afraid about neg­a­tive reviews. Almost all online direc­to­ries give busi­ness own­ers the abil­i­ty to respond to a neg­a­tive review. I am in full agree­ment with Yelp’s staff that get­ting a few neg­a­tive reviews will not hurt you and in fact, it might even help your rank­ing. A neg­a­tive review that you’ve respond­ed to can some­times influ­ence a vis­i­tor to call you for an esti­mate. Every­one makes mis­takes, but it is how you deal with those mis­takes that keeps cus­tomers com­ing back. This is not to say there are not a few nut cas­es out there who will nev­er change a 1 star into a 4 or 5 star and refuse to talk to you, but if we only focus on the 1 stars, it will real­ly stress us out. So, wel­come those neg­a­tive reviews. Tell cus­tomers to be hon­est. If they write a 2 – 3 star, call them up and ask if there is a way to change that low­er rat­ing to a 5? If you can make that hap­pen, do it! Con­sumers are get­ting smarter online and will fig­ure out soon, if not already, what a fake” or paid” review looks like. Below is a short tes­ti­mo­ni­al video pro­duced by Yelp that real­ly says it best: 

About David Chism

David Chism started his business out of a passion for helping small contracting businesses grow, be more profitable and become better known to their target clients. One lifelong hobby of David is using techie gadgets. So this blog is a place where he writes about technology, marketing ideas, just for fun (humor), personal thoughts on small business and more.


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