How to Overcome a Bad Yelp Review

Pay attention to what is being said

Keep in mind that there is likely some truth to the review (even if it is derogatory or exaggerated). By carefully considering what you are adding, you may be able to pinpoint some areas where our business could legitimately use some betterment.

Respond.

Means sending a private message

to the reviewer, asking what you

may do to remedy the situation,

and then posting publicly that

you are sorry the reviewer feels

that way, and that you would like

the chance to make things better.

It is always a sign of good

business to offer a viable

solution to the problem. Others

who read the review will see this

as a testament to your

commitment to customer

service.

Things to avoid. Don’t ever ignore a bad review.

That’s probably the worst thing

you could do. Don’t ever deny your

own responsibility in the matter,

or attempt to justify bad

business; if something truly went

wrong, acknowledge it. Don’t let

your emotions get in the way of

providing a neutral, diplomatic,

and genuine response.

Be realistic.

Be realistic in thinking that you will

inevitably get some negative

reviews, and focus on creating

positive outcomes, rather than

dwelling on negative feelings.

Online reputation management is a complex process, but it is also tantamount to your business success. To make the most of your online reputation, you may want to enlist the help of qualified and competent professionals like us, SPANCEPT. We can be reached by email: consult@spancept.com or visit us at: www.spancept.com.