Ask for Help Before They Yelp

July 25, 2013

We’ve all seen them, the One Star Yelp Review. An instant day ruiner, right? Yelp has become a successful segment of the online presence for a bar, restaurant, or retail store, it also allows for that not-so truth to sometimes be told.  On average, someone who’s had a bad experience will tell between 10 and 20 people about that experience, and those people will in turn share that same information with people they know. Word of mouth spreads quickly. But Yelp is different.  Yelp allows them to broadcast their message via the internet, with people seeking out Yelp as a means of getting information about your business.  Because people are twice as likely to turn to the internet to as a means of sharing a bad experience over a good one, here are some tips to help before they Yelp:

• Provide good service.  It’s as simple as that. While there are low star reviews that are based on product quality, a majority of Yelp complaints are service based.  The best way to avoid a one-star review is to always bring your five-star game. Your customers are why you are in business; thank them by providing great service & consistency every time. Sometimes it’s the small thing, remember… Social Media, has made us all a “Critic”.
• Offer solutions.  Things go wrong, it happens. No one is perfect, and your customer will understand if the situation is handled properly. Ran out of something? Offer an alternative. A product is damaged, or not up to your standards? Replace it. Make sure your staff has all current information as well, making the potential negative experience less of an issue will diffuse the situation quickly. Even if the customer isn’t always right, a sincere apology and expression of understanding will go miles.
• Respond & Take Note – When you do run into a less than positive review, respond without being defensive. The customer feels this way for a reason, whether they are expressing their frustration in a constructive manner or not. Adding fuel to the fire will get you nowhere, take a moment to step outside the business and try to identify with the customer. Also look to Yelp as a tool to better your business. Implement communication & staff training if you see something that is a consistent issue on Yelp.
• Post + Share the Good Stuff! Customers love to feel that they are making a personal connection with your business. When you recognize and appreciate your customers taking time to give you a positive review, that only enhances their good experience. Share that review on other social media outlets along with a heartfelt thank you.

Now, knowing all of this information, it is also important to remember that you will not fail or succeed based on the comments from Yelp! Start the day with your best foot forward. Give the best you can to your staff, community and customers and you will succeed.

 

 

A7D Creative Group in San Diego can help with your business’s branding. From logo design to social media community management, we can help! Contact us at 619-574-6878 or via email.