Organization Sues Yelp Reviewer – And Wins Revised Assessment!
Did you hear about the contractor who sued the girl who left him a poor Yelp review?
Goodness! It’s getting messy away there with defamation promises banging up against free speech privileges. Plus the courts are starting to weigh in. Extra on that below. Glow Serp Consulting
Yet first, what does this all mean for small and local businesses who are afflicted by online reviews?
How (and should) a local business deal with negative or unfair reviews?
Do you realize there are ethical and legitimate ways to increase your amount of good reviews and even turn bad situations into positive reviews? We detail all the options here…
Local Business Implications For Review Sites
Local review sites like Yelp can be a boon, a bane or maybe area of the background of doing business in the current online world.
Pages of glowing reviews can drive new customers excitedly in the doorway, but as the contractor who sued knows, too many bad reviews, or even one harsh accusatory one, can do serious damage.
Alternatives To Deal with Poor Reviews On the net
Suing a reviewer is actually an extreme reaction. Here are some other available choices for coping with online reviews:
Avoid Respond At All – Many business choose to just let all their online reviews stand. This kind of isn’t a terrible procedure because even responding to bad reviews can be tricky business. Even in the days prior to the internet – people talk, what are you gonna do? But in case you decide never to respond, at least the actual following…
At Least Read Your Reviews – It’s not hard to recall what you aren’t succeeding and dismiss bad reviewers as a few of “Negative Nelsons”. Yet too many negative online reviews can hurt your sales so it’s better to hear the bad news. It may end up there are indeed issues that you’ve been not aware. Once addressed, the bad reviews will fade into the past and stay changed with positive reviews. And if the reviewers be aware the positive changes (we’ve seen this a lot), previous and future customers can be assured the issues of the past have been corrected.
Answering The Critics – If you do decide to answer a negative review on the review site, is actually important not to fault or insult the customer. Don’t come across as defensive or sarcastic and don’t get dragged into hashing out online the facts of their experience. Testimonials are mainly read by customers and potential customers so they’re very likely to side with your dissatisfied guest if it seems like an argument is taking place.
How To Address Negative Reviews Diplomatically – Never get into an argument or use sarcasm. State that you are truly sorry the customer a new bad experience, state that you take their concerns critically, emphasize your commitment to quality and let everyone know that you or your staff can be found and trained to address problems straight away because your goal is to be certain everyone leaves a satisfied customer. This will likely make it easier for viewers to empathize with a caring business owner and serve soften the impact of the negative review.
Naturally this only works if there are only a few negative reviews. See our next thing to learn how to build up a lender of good reviews to safeguard your average against the occasional complaint.
Ask To get Reviews Proactively (More Below) – It’s better to build up a bottom great reviews than to be caught off safeguard by excessive bad reviews later. Also, the fewer reviews you have in general, a lot more the bad ones will jump out. Therefore stack the deck with good ones by stimulating the quiet, happy customers to speak up.
Convert Mistakes Into A Consumer’s Feel-Good Story – Flaws will certainly happen, but when you’ve created an environment in which your personnel knows that an disappointed customer experience is unsatisfactory, correcting mistakes can be a major opportunity.
A bad situation that gets correct creates a perfect little mini-drama. As long as the storyline has a happy ending, their quest from initial high desires, to problem, to happy resolution creates the perfect anecdote for your clients to share online and with their friends.
As long as there is a hero you provide in the form of an attentive staff member who does what it uses to correct the situation, they’ve initial displeasure can be turned into a pretty story to share. Persons love these kind of vignettes with a happy ending.
Just how to Look for Reviews
Email Follow Up
The simplest way to get a review is to directly ask for them. How? Getting a client’s email address is often the preferred way to communicate because when you have a customer’s email address you is able to keep in touch with them. There are many legitimate reasons to ask for an email treat (to confirm appointments, to deliver future sales and coupons, in order to access your literature on your website, etc).