How to Respond to a Negatinve Review on Yelp

12 Examples of Peachy Responses to Negative Yelp Reviews

Negative reviews can feel like a slap in the confront, which is completely understandable — yous're passionate most what you lot exercise, and it hurts when someone says something negative almost your business.

The fact is, you tin't make everyone happy, and it's inevitable that at some point one of your customers volition mail service a review that doesn't paint your visitor in the greatest light…in a public forum… for all your electric current and potential customers to see. (Yikes!)

What should you do when a client writes a negative review about you on Yelp?

We're going to show you twelve groovy examples of how business concern owners have handled this viscid situation and show you how y'all tin learn from them.

Responding to negative Yelp reviews is a must

Equally a small business organization owner, it's your responsibility to manage your reputation, and online reviews are critical to referrals. According to BrightLocal's Annual Local Consumer Report Survey 2018, 89% of consumers read business' responses to reviews.

That means consumers are watching yous on Yelp. Your prospects want to see how you handle positive and negative feedback. It's an important buying indicator for them.

If you lot think that your prospects aren't actually searching for customer reviews of your concern online, call back once again. Brightlocal found that 86% of consumers read reviews for local businesses, and the numbers increment within younger demographics.

Consumers cease upwardly reading an boilerplate of ten reviews online earlier they begin trusting a local business. So if your Yelp review game isn't strong, then you should consider working on information technology!

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Transform bad reviews into an opportunity for good customer service

Taking the time to resolve issues online shows your community that you lot value every customer, no matter what they take to say.

The good news is that you can oftentimes reduce or even opposite the effects of a negative review by crafting a clear, professional response as chop-chop as possible.

According to Yelp, responding to a review within a 24-hr time period makes the reviewer 33% more likely to upgrade their review.

If you're not sure how to approach a negative review, or aren't certain virtually how to plow the situation around, take a look at some strategies below.

READ MORE: Prevent negative reviews in the outset place past sending customer feedback surveys

1. Forgetting to follow-up

Let'south be existent: it's non easy to proceed track of every client interaction. You either have to exist on the ball, or take a fantastic field service CRM to remind y'all to follow-up after a customer interaction or site visit. On top of that, following up after a quote can be catchy to navigate too.

If you find yourself in this state of affairs, have inspiration from Justin, Owner of A & J Fencing. He has done a great job of sincerely taking ownership of the situation.

He has besides personalized the message by addressing the reviewer by name. He acknowledged that he may take lost the reviewer as a customer; even so, he has asked for another chance to "earn" their business.

Justin'south response shows the audition that he is actively trying to learn from his mistakes and is making changes in his business to address them.

It'due south one thing to repent, simply it's another thing to say that yous're acknowledging the issue and doing something about information technology. Showing the audience that y'all're making improvements is crucial because it displays how much you lot intendance about customer service.

If there is any way to earn your business organization in the hereafter please allow me know.

Justin Lena, A & J Fencing

two. Failing to answer phone call complaints

John from Response Pest Command does a bang-up chore at keeping a level-head in this interaction. Instead of calling the writer out, he tries his best to explain where he went wrong and why it happened.

Although some folks might view this every bit John just making excuses, behave in mind that he owns his mistakes, and yet takes full responsibility for the lack of advice. He is also trying his all-time to instill some empathy in this writer past explaining what it'south similar to own a small business, so the audience can fix some fair expectations when they try to contact him.

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three. Appointment no-shows

This review is a classic example of a minor error that snowballed into a big deal for the business possessor. It's very challenging to go on your book of business in line if you lot're relying on spreadsheets or pen and newspaper. Mistakes can exist made when you don't accept trackable client history and notes attached to every business relationship, like yous would in a CRM.

Withal, Trimaine took a lot of fourth dimension to write the reviewer back and apologize for the mistake, and he did an excellent job.

Although his response is a scrap long, he made sure to reply with empathy, important details, an explanation, and a solution to offering the customer.

Nosotros honey this review response because Trimaine is very professional with his give-and-take pick. He's transparent most what happened considering he wants to explicate how the mistake happened (past the fault of his team). He wants to make certain that all the readers know the situation, and what his team did to rectify it so information technology won't happen over again. He likewise shows the audition that he'll get above and beyond to get dorsum in touch with the reviewer.

Finally, he publicly acknowledges how frustrating this mistake was, and offers compensation out of pocket–something that's usually done in private with the client. He shows everyone that he's not afraid to pay for mistakes if it means that his customers are happy.

This response was so professional and sincere that it led to the reviewer posting a five-star follow-upwards review!

4. Owning up to pricing issues or misunderstandings 1-on-one

Sometimes a situation might be too challenging to explain or solve over a Yelp review. In these cases, the all-time grade of action is to take things out of the public eye. Although nosotros aren't sure what came of this situation, nosotros can be certain that the business organization possessor cares nearly client service enough to offering a solution in private. They gave the reviewer a few different means to make it touch offline.

This is of import because it shows the audience that the business organisation possessor is willing to work with the client in the event of a dispute, instead of ignoring them or getting defensive in public.

Nosotros are committed to providing the highest level of service and would like to hear more than near your personal situation. Please email our Customer Relation Specialist at...

Alberto, HVAC Service Heating & Air conditioning

five. Re-negotiating with facts

Nosotros all know the infamous cliché…only the client isn't e'er right— and when they are wrong, it can bite you. For example, they might over exaggerate their claim, forget crucial details, or try and make a instance confronting you lot if they're non happy. The all-time affair that you can practise is be transparent with them and the audience.

In this case, Austin politely called out the client on some basic facts that don't align with their claims. It doesn't hurt to do this if you can exist off-white about it. It can reposition the negative review to expect a bit unreasonable given what's in plain sight (like vehicle branding and website data.) This business owner does a keen job of explaining their side of the conversation without seeming accusatory or rude.

6. Answer positive reviews, too

Even if the review is not bad, it's still practiced to follow-up. This helps you ensure that your client knows you've heard their concerns and value their business. It also shows all the other readers that you personally care nearly the business organisation and your customer satisfaction. That in and of itself can make someone decide to rent you over your competitors.

When your clients write you a solid review brand sure to send them a follow-up email, or marking it down in your CRM customer notes so you can offering them a pocket-size give thanks-you when you encounter them adjacent.

Thank you so much for taking the time to requite us this feedback...Thanks so much for the business and nosotros look forward to be of service to yous in the future!

Tami, Acclaimed! Heating, Cooling, & Furnace Cleaning

seven. A client's misunderstanding turns into a negative Yelp review

This client might have needed a refresher before they went to review Yarrow Landscaping. This is a very common fault–peculiarly when clients are a bit disgruntled. They might forget what they asked y'all to do, and information technology adds to their existing frustration (which might non have been your fault to begin with). All the same, Staci did a fantastic job responding to the client in this circumstance.

Her approach was to give the reviewer a gentle reminder about the context of the project. She also made it a point to reconnect with the client and make certain she did everything possible to ensure they were satisfied. The results paid off equally the client updated their review.

Some of yous might call back that giving context to a negative review is the same as giving excuses— just it'southward not. Sometimes it's the only fashion to explicate where the feedback is coming from.

This business possessor did a great job of explaining the situation in a positive style that makes it seem like all decisions were fabricated to "back up" the customer notwithstanding possible. This interaction resulted in an updated positive review afterwards some offline interaction.

In the future, the best way to avoid this situation is to make certain that the customer signs off on project changes during the quote approval process. Having written proof to back you up ensures everyone is on the aforementioned page.

8. Poor client service that doesn't reflect your concern

If you haven't had this experience nevertheless, you know someone who has. A customer complains about customer service that is well beneath the bar you agree your employees at.

In this circumstance, Chelsea apologizes for this reviewer'south bad experience and also reinforces that this is not what her business considers to be good service. She does a not bad chore of empathizing with the disappointment.

The important matter about Chelsea's response is that she does not effort and justify or explicate why the customer received unsatisfactory service. Instead she apologizes, and offers to take the conversation offline in gild to do what she can to plough this unhappy customer into a happy one.

We are very disappointed to learn that our back up team did not handle your example with the intendance and efficiency our customers deserve...

Chelsea, TruGreen Lawn Care

ix. Dissatisfied customers can write lengthy, detailed bad reviews you demand to make clean up afterwards

Once more, this business possessor experiences a complaint that does not reflect their company values or service standards.

However, the difference between this response and the one above is brevity.

If you think that responding to a negative Yelp review needs to take a few hours to get things sorted, don't be so sure. While a lengthy response is nice, sometimes a short, polite, and professional bulletin is all you need to address a negative review.

The business owner wrote a short response back and did a nice job of explaining that they were not happy with the customer's feel. They "sincerely apologized for annihilation less than an fantabulous feel," and explained that the dissatisfied customer'south experience "is not the norm."

The business possessor  was willing to do what it takes to become the client happy offline. They explained that they emailed the customer and wished to become in bear on with them, and promised that they would "curve over backwards to make sure" the customer was satisfied.

The client concluded upwardly re-writing their review and rounded up to three.5 stars after 1 employee reached out to them. Friendly Maid Firm offered the client a full refund, which was enough to convince the unhappy customer that this company has "impressive" customer service. They fifty-fifty admitted on Yelp that they would try this cleaning business organization again in the hereafter!

ten. Employee mistakes that tarnish your reputation

Ryan, the business organisation owner, did a great job addressing an awful situation. While this has nothing to do with the business' service, it has everything to do with its reputation. Ryan'south reaction was empathetic, respectful, and off-white. He took responsibleness for his team, fifty-fifty though their actions do not represent him or his company'southward values.

This is very important to annotation. Your employees are the confront of your visitor and everything that they do reflects back on you. To rectify this situation, Ryan publicly outlines the company values, what actions he is going to take with his team, and how he is willing to help the bystanders.

Readers care a lot most how a business owner reacts to employee behaviour. The fact that Ryan cares and so much near the trouble that he is going to accept visitor-broad activeness speaks volumes.

As the business owner, I am embarrassed and horrified to hear this...We volition endeavor to determine which employee this was and take cosmetic action.

Ryan, Excel Habitation Painting

xi. Questionable negative Yelp reviews

This reviewer posted with a random screen proper noun, no photo, and didn't requite any insight into the blazon of work that was done. This situation happens occasionally when an aggravated customer doesn't want to bear witness their face online. However, sometimes it happens when a competitor is trying to go an unfair advantage over y'all.

It's very common for business organisation owners to reply with sly or rude remarks to the writer. Eric, still, did a great job responding to this comment.

He enforced his company values by letting the reviewer know that they want to resolve the situation. He also gently asked if they have the right business without brushing them off or being cavalier. This was a expert move on his part because it allows the audition to think critically near who the writer is on their ain terms without Eric suggesting that they are in the incorrect.

This could aid the reader realize that the negative Yelp review was posted unfairly and disregard it.

I'yard sorry we allow you down by not responding promptly when y'all chosen. Delight take my sincerest apologies.

John P., 1st Response Pest Control

12. Negative reviews… that aren't for your business organisation?

With the sheer number of businesses out at that place, it is inevitable that you'll receive a review that isn't meant for yous. That'southward what happened above.

Denise did a dandy job of responding to this review. She reinforced her company'southward customer service process and explained why it didn't line up with the feel that the reviewer was describing. Instead of expressing her frustration with the botch, or correcting the writer, she was extremely professional person and polite. Denise's response was fantabulous because information technology communicated her company'southward protocol and quoting process to the audience, which makes Summit Roofing Contractors expect great online.

How Non to answer negative Yelp reviews

The worst thing you lot can do when responding to a review is announced confrontational, accusatory, angry, or emotional — fifty-fifty if that is exactly how you feel.

You don't want to kickoff a fight with a client in a public forum that could potentially tank your business organisation, nor do you desire to seem petty or unprofessional.

Here'due south what Not to practice when crafting your response:

• Exist defensive, sly, or backhanded
• Endeavour to "bear witness a point"
• Endeavour and make the writer await bad
• Invite a rebuttal
• Write a long response
• Point fingers
• Swear or use offensive linguistic communication

Plough unhappy customers into your biggest fans on review websites

When writing your response to a negative Yelp review, exist brief, repent, and get to the point. Steer the customer towards having a conversation offline. You lot can then return to the original online chat in one case the issue has been resolved, and give thanks them for their business and the chance to fix the problem.

Here are some key points to keep in mind:

• Respond quickly (within 24-hours)
• Personalize the message
• Be sincere in your amends
• Resolve the issue and offer a solution
• Thank the customer for their feedback
• Highlight company values
• Keep information technology as cursory every bit possible while acknowledging the outcome
• Sign off with your proper noun

No one is looking for a perfect response or solution, they just want their concerns to be heard, understood, and addressed.

If yous can do that on a public forum like Yelp, then yous'll make your negative reviewer happy, and you'll show potential customers that yous're an honest and trustworthy business concern. Sometimes that's plenty to convince them to hire you when all is said and done.

See our postal service How to Respond to Negative Reviews (with Expert Examples) for more than tips on responding to negative reviews.

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