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: