10 years ago, the word Yelp meant nothing to businesses. Online reviews happened but they weren’t as frequent and as widespread, or as easily accessible, as they are now. Negative reviews can have a huge effect on all businesses, but can be especially damaging to those who cater to affluent clients or who run a smaller scale business. It is possible to have reviews looked at and removed, but the process is frustrating and takes time and it can be very difficult to prove reviews to be false. The following are 6 ways to better handle negative online reviews so they don’t have such an impact on your business.
1. Contact the Review Site
In the case of Yelp, they won’t remove most negative reviews per policy, but they will remove reviews that were written by a competitor as this goes against their rules. Having customer’s negative reviews removed from sites can be done, but it’s not common due to the nature of the site, which was created as a platform for sharing both positive and negative experiences.
2. Join the Conversation
Publicly respond to the negative reviews in a professional manner. Be sure to never get into an argument or back and forth dispute with a reviewer. Simply state your position in a manner that lets future customers know that you care and are doing your best to improve. Acknowledge problems that occurred and apologize, then give a brief explanation of your plans to better the situation for future customers.
3. Highlight the Positive
Yelp keeps some reviews hidden at the bottom of the page if they don’t pass their program to determine the legitimacy of the review. These filtered reviews can be mentioned in a rebuttal by the business owner. Many times they will filter our legitimate reviews that were positive with good information about the services. You can also create your own site dedicated to reviews of your business or list them on your business website.
4. Encourage Positive Reviews
When customers are pleased with the services you provide, ask them to go online and tell about their experience so that others can be aware.
5. Develop a Strategy for Dealing with Threats
Some people may threaten to write many negative online reviews if you don’t agree to their demands. It’s important to think of this beforehand and decide how you plan to handle it. For simple requests, it may be best for the business to simply comply so that you don’t have to deal with the backlash from a lot of negative reviews.
6. Familiarize Yourself with the Online Review Site Culture
Even those who provide great services and products receive negative reviews sometimes. This can come from a customer with high expectations that are simply impossible to meet. If you follow up with customers quickly after they’ve had an issue, you may prevent an online review. First time reviewers are often filtered out as these frequently come from people who just want to bash a particular business. 80% of Yelp reviews have 3 stars or higher, so not all online reviews are negative.