According an Online Reviews Survey by ReviewTrackers, approximately 45% of consumers say they are likely to check reviews on Yelp before visiting a business, which is only second to Google’s 64%. Even more important, a one-star decrease in a restaurant’s overall Yelp rating could lead to a 5% loss in revenue.
Maintain your business Yelp page by closely monitoring the reviews you receive online. If you find a review to be defamatory or fraudulent take these steps:
Please note, Yelp doesn’t typically take sides in factual disputes and generally allow Yelpers to stand behind their reviews.
How to respond to real negative business reviews
A study by Convince & Convert found that only 24.6% expect a business to respond to their online review within three days. What’s really surprising, only 21% expect a response within 24 hours, and just 6.1% of those surveyed expect a business to respond within seven days.
This means that if you make it a priority to respond faster that it sets your business apart and shows your dedication to both taking feedback seriously and resolving issues in a timely manner.
According to research from Qualtrics, 89% of consumers read businesses’ responses to reviews. That means leaving your bad review unanswered could leave your reviewer to be even more triggered to harm your businesses reputation, but also shows future customers that they are not of value.
If true, this information is critical to utilize in your response back to the complaint. It gives an underlying acknowledgement to the rest of your potential customers reading that the review could be from someone who has in fact never been a customer. It also shows that you are doing your due diligence to look into the matter closely.
Responding back to the negative review could potentially lead to the customer changing their review to a positive one. If you respond quickly and diligently with a solution, you might see your one-star change to a four-star. Remember, when people complain, they just want to be heard and treated nicely. A little honey goes a long way. Here is how they can edit their review:
How your customer can edit their negative review