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The Do’s and Don’ts of Responding
… and How to Handle with Care
Reviews:
01 Who Uses Yelp
02 Private vs. Public
Responses
03 Managing Your
Reputation
04 Quality Controls
Who Uses Yelp and Why?
01
Why Yelp Exists:Connecting people with great
local businesses.
Yelp:A look at the numbers.
142 Millionmonthly visitors
77 Milliontotal reviews
Who uses Yelp?Relatively Affluent, Educated Adults
Since Day One:Our focus has been on creating a community of reviewers.
Click On Any User’s Profile To Learn More:
Yelp:A look at the numbers.
…In a Nielsen study, we found that…
…and that…
Private Vs. Public Responses
02
Start Here:www.biz.yelp.com
Connect with Customers:Send a Private Message
Connect with Customers:Post a Public Comment
Myth:Most Yelp reviews are negative.
64%
13%
13%
27%
39%
Fact:Nearly 80% of Yelp reviews are 3-Stars of higher.
Managing Your Reputation
04
Negative Review?Stop, Drop & Roll.
Remember These Steps!
Don't respond immediately. The best advice I've received is to sleep on it (although I typically lose sleep over such reviews). Waiting 24 hours can make all the difference.
STEP ONE:
STOP01
Remember These Steps!
Drop the prideful, defensive and harsh response. Let a trusted co-worker or friend read through your response before posting. Remember taking the high road is rarely a bad idea.
STEP TWO:
DROP02
Remember These Steps!
Roll with it. In the end, you can’t control the opinions of your clients. Attempt to mend any valid issues this person presented through their review. Keep providing the best possible service and products. Do those things and the more affectionate reviews will exponentially multiply!
STEP THREE:
ROLL03
Stop, Drop & Roll Example:Incredible Wine and Spirits, Colorado.
Stop, Drop & Roll Example:A customers one–star review.
“Bought some tequila and mix – they put both in a paper bag not designed to hold one, let alone both. As you can imagine,
the bottle broke through the bag and $36 worth of tequila crashed to the ground.”— Martine A.
Stop, Drop & Roll Example:A business owners response.
“Please accept my apologies…I can tell you this is simply what we are not committed to
do. We will be happy to refund the bottle and provide a $25 gift card.”— David D., General Manager
Stop, Drop & Roll Example:A customers updated five–star review.
“I appreciate their acknowledgement of the issue, their promise to correct it and
their generosity to make amends. A business that knows when to make
something right is worth our patronage.”— Martine A.
Quality Control
04
Quality Controls:Yelp uses recommendation software.
Why Some Reviews Are Not Recommended
Quality Controls:Why some reviews come down.
Flagging Reviews
Get More Engagement
04
Optimize Your Listing:What’s the Benefit?
Don’t Ask For ReviewsJust leave a trail of breadcrumbs.
Don’t Ask For ReviewsJust leave a trail of breadcrumbs.
Additional Help
USER SUPPORT TEAM
yelp.com/contact
BUSINESS SUPPORT CENTER
biz.yelp.com/support
BUSINESS OWNER LOG–IN
biz.yelp.com
We know just the place.
Quick Note, Advertising Doesn’t Impact Reviews:
