Reputation Defenders

How to respond to Yelp Reviews

How to respond to Yelp Reviews
Richard Doan

11 min

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How to respond to Yelp reviews like a boss

Yelp reviews can either help or hurt your business, depending on whether they're angry or cheerful. Positive reviews can be helpful, but negative reviews can be damaging.

Your response to Yelp reviews determines whether the Yelp community will drive success or failure for your business.

It's a popular social media site, so it's good to check its reviews regularly. You may also want to practice your responses if you want to be successful.

While many business owners want lots of positive reviews from their customers, they shouldn't just focus on getting them; they can also use these reviews to improve customer service and respond to negative reviews.

This article shows you how to write a Yelp response on the mobile application and website. It covers:

  • How to respond to bad customer service
  • How to respond to positive reviews
  • Best Practices When Respond To A Yelp Review

Write a Yelp review response.

When you claim a Facebook Page for your company, you can then use it to reply to reviews posted by your customers. You can either send them a private direct message, post a comment, or both.

If someone leaves a review for your business, you may leave a comment responding to their review. Doing so shows that you care about your clients.

Direct messaging sends private communications between two people who have signed up for the service. These types of communications are usually sent privately rather than publicly. They help send thank yous or ask questions.

You can respond to reviews on Yelp mobile app or Yelp's site.

Make sure you listen carefully to every customer's comment.

You can respond to reviews through Yelp's Business Website

You don't need to worry about writing review responses on Yelp. Here's an easy way to get started.

Step 1: Log into your business's account on Yelp for Business. Click the left-hand menu and select Reviews.

Step 2: Find the post you want to reply to. Then, select either Reply or Leave a comment.

Step 3: After reading through the rest of the article, enter your responses according to the best practices and tips.

After step 3, click the "Post Review" button.

You must choose a specific location for each page if running multiple locations. Choose a specific location for every page from the top left drop-down menu on yelp.com.

How to reply to reviews on Yelp mobile app

Here's the procedure to respond to reviews on the iOS version of the application.

  • You can download the Yelp app from either Google Play or Apple's App Store.
  • Log in to your Yelp app. Tap More at the bottom of the screen.
  • Click Reviews
  • Click either Direct Message Comment to send an email directly to the person who posted the comment.
  • Please enter your answer based on the best practices found elsewhere in this article.
  • Click the '+' icon to the right to add your response.

If you have multiple Yelp pages for different business locales, click the location icon to open up the page where you want to add new content.

Responding to positive Yelp reviews

Positive reviews are great for businesses because they help build trust among potential customers. When someone leaves a good review about your business, it allows you to show off some of your best qualities.

Respond to positive reviews like this one. This response is written in the third person, which suggests that you're speaking on behalf of your business.

You don't want to sound too defensive, though. Instead, use phrases such as "thank you very much" or "we appreciate it." These phrases convey gratitude without coming across as overly self-congratulatory.

You might consider writing a different response if you've received multiple positive reviews. Remember to thank people for their feedback. Make sure that you address the specific points that they mention in their review.

Here are some reasons why you should respond to positive reviews.

  • By responding to positive reviews, your business acknowledges its loyal customer base. It makes your clients happy and gives them a sense of appreciation for taking the extra step to help you improve your business.
  • It attracts new audiences: Responding positively to reviews is an excellent way to show potential clients that your company has a friendly, helpful, and responsive attitude towards its customers.

It pays to respond to positive reviews if you want to build trust with potential customers; by acknowledging good feedback, you show that you value your customers' opinions and take them seriously. This creates a sense of connection and helps establish credibility. When people see how much effort you're willing to put into building relationships, they'll likely be less inclined to write a negative review. Some businesses even encourage customers to leave comments about their experience with them online.

  1. You build brand loyalty
  2. You make customers feel appreciated and heard
  3. You attract a new audience
  4. It builds trust
  5. It boosts sales

Read the entire review thoroughly.

Don't skip past the more extended, detailed 4- or 5- star ratings. Take time to study them carefully. You may be able to learn something new from everyone.

After all, if you take the time to read reviews, you might as well address any legitimate concerns raised by your clients.

Don't use the same response for every positive review.

Responding to reviews is one of the most important things you do when running a small business. But it doesn't necessarily mean repeatedly using the same automated messages. There are plenty of ways you can personalize each response to make it more effective. Here are some examples of how you can improve your customer support response templates:

1. Use a different greeting depending on whether you respond to a complaint or a compliment.

You don't want to come off like a robot when someone writes a negative review about your product or service. Instead, try something like: "Thanks for taking the time to write us such a thoughtful review. We're glad we could help."

On the flip side, when someone leaves a glowing review, you might say: "Thank you so much for writing such a great review. I'm happy to hear that our team helped you out!" This way, you'll sound human and show appreciation without being too formal.

2. Change up your tone based on what the reviewer wrote.

If a person left a negative review, you probably won't want to respond with the same thing you'd say to someone complaining about your prices. For example, if the reviewer says: "I paid $100 for my phone charger, but it didn't work," you wouldn't reply with: "We apologize for the inconvenience. Please get in touch with our Customer Service department, and we'll get you a replacement."

Instead, you should tailor your response to match the reviewer's specific problem. If the person complained about a defective item, you might want to respond: "I'm sorry you weren't satisfied with your purchase. Unfortunately, we cannot replace items once they've been shipped. Please let me know if you want to exchange or return the item."

If there's anything, you liked about the product, mention it!

TAsk customers for their opinions and ideas to show customers that your feedback isn't a canned reply,

The most important thing you can do is mention something specific about the customer experience. This shows that you're listening and helps you understand what went wrong to fix it next time. Mentioning something from the review could make all the difference.

If someone mentions a problem, you might respond with, "Thanks for sharing your thoughts!" If they mentioned a positive experience, you might say, "Great job!"

Thank the reviewers

Thanking reviewers for posting positive feedback about your business is crucial because it helps to build trust. This is especially true if you want repeat business. However, don't forget to thank them for negative feedback too. Acknowledge what went wrong and how you plan to make things better next time.

How to respond to bad Yelp reviews

Negative reviews may include good and bad ratings from genuine customers who have had a positive experience with your product or service.

Other reviews are fake. Customers do not write them. They're written by people who hate your company. You can tell because they make up bad things about you. Could you not believe them? Your customers aren't stupid. They know what's right and wrong. And if they say something bad about your company, then it must be true.

The results are filtered reviews; honest feedback that helps your business and potential customers. So, the negative feedback you get on the site is probably genuine, and today, we'll look at how you should react to them if you can't remove them.

First, why should you respond negatively to negative Yelp reviews? Second, if you're going to respond, why not just say

  • It's an opportunity to respond to negative feedback and turn it positive. Negative feedback comes from a dissatisfied client's bad experience with your business.
  • Negative customer feedback can be an obstacle for potential new clientele.

Luckily, responding to negative reviews helps solve the problem and shows current customers that you care. By doing so, potential customers will see that you're willing to help others who may be facing the same issue. So they won't have any reason not to buy from you.

When responding to negative reviews, consider the following.

How to respond to negative customer feedback

Yelp allows businesses to hide negative customer feedback. However, it does not protect you against fake reviews. If someone posts a fake review, Yelp will flag it, and it will be hidden from view. But there are ways to spot fake reviews.

The Yelp filter is an automated system designed to detect fraudulent activity. It works like this: When a reviewer submits a review, Yelp runs a text analysis algorithm over the entire review to determine whether it contains keywords associated with the fraud. For example, Yelp flags the review as potentially fraudulent if a reviewer mentions a competitor. This helps prevent people from posting fake reviews about your business.

If you think that you might be seeing fake reviews, here are some tips to help you identify them:

  1. Check the date of the post. Reviews posted within the last 30 days are generally considered reliable.
  2. Look for multiple reviewers. A single person cannot write five reviews unless they submit each separately.
  3. Read the complete review. Fake reviews often contain grammatical errors or spelling mistakes.
  4. Reviewers usually provide a phone number or email address. Make sure that the contact information matches what appears on your business profile.

Addressing someone by their first name shows respect for them.

The number one thing that makes people love businesses is how friendly they are to their customers. When someone writes a review about your product or service, it's essential to address the review directly. After all, the person writing the review is most likely a real human being just like you — and they want to feel heard. Studies show that reviews that include personalized responses are far more effective than generic ones.

When you respond to a review, you show that you care about what others think about your business. You're demonstrating that you understand the importance of customer feedback and want to ensure your business is providing excellent customer service.

Apologize for the bad experience.

The essential part of resolving a negative review is apologizing for it. This doesn't mean saying "I'm sorry" because we know that's not enough. Instead, explain what went wrong and how you plan to fix it. If there are things, you did well, mention those too. You might even want to offer a discount to the customer or free shipping to compensate for the inconvenience.

Do not argue with reviewers; they're just trying to help you improve.

When faced with negative feedback from customers, your first reaction might be to defend your business. You may even want to point out everything wrong with the customer's experience. Don't get angry even if the customer has given you an extremely negative rating.

Please don't argue because you could damage your brand's image. Be polite, be professional, and keep the conversation going privately if at all possible.

Responding publicly to the issues shows you care about your customers and build their trust.

Can you remove a bad review from Yelp?

Some people who know nothing about your company use Yelp to write negative reviews. Others want to harm your reputation by writing bad reviews.

You shouldn't worry too much about fake reviews. Unfortunately, Yelp doesn't let you delete them.

You may want to report negative reviews if they're false and think they were posted by someone trying to get attention. However, it's not always clear whether a review was written by an actual user or just a spammer trying to generate traffic.

To effectively diminish the impact of negative Yelp review scores, encourage happy customers to write good Yelp review scores for you.

Improve your reviews on Yelp by working with Yelp influencers.

Yelp Elite is a community of experts who review products and services on the site. To qualify for the elite status, reviewers need to meet these requirements:

  • They must post reviews frequently, including authentic ones.
  • They need to write lots of positive and negative comments.
  • They must have a complete profile - including their name, email address, phone number,

The Yelp Elite Squad comprises people who test out different types of businesses and give honest reviews on the Yelp platform.

As someone who has been designated as an Influential Person, you can generate positive brand recognition if you provide excellent customer service and experience for your clients.

If you want influencers to review your business, participate in Yelp forums where they hang out. You can also invite them directly by sending them a private message.

Businesses should use Yelp to increase brand awareness, handle customer objections, and attract new customers.

If you're looking for an easy way to manage your Yelp reviews, use a tool like Reputation Defenders

Focus on building a positive reputation

If you're reading this post, chances are you already know that having an excellent online presence is critical to growing your business. In fact, according to the latest research from BrightLocal, 92% of consumers trust online reviews over personal recommendations.

But there's another side to the story. While most people assume that negative reviews are inevitable, recent studies show that customers are far less likely to write a negative review if they like your brand. This suggests that you might want to focus on ensuring that your customers are satisfied rather than just trying to avoid getting negative reviews.

In addition to responding quickly to customer complaints, you should publicly address any concerns that customers bring up. For example, if a customer complains about a problem on your Facebook Page, respond promptly and try to resolve the issue. If possible, offer a refund or credit to the customer.

You should also encourage happy customers to leave reviews. Place flyers or stickers around your shop and link to your business page from your website and social media profiles. Make it easy for customers to leave feedback, whether you ask them directly or allow them to comment on your profile.

Finally

Finally, remember that even though you may be able to ignore negative reviews, you cannot control the opinions of others. So if someone writes something mean, just let it go. You can permanently delete the review later.

Updated

November 16, 2022

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