the do’s and don’ts of responding … and how to handle with care reviews:

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: