They forbid businesses from asking directly for a review but allow businesses to encourage customers to visit the Yelp page for the business. One important policy note: When “encouraging” customers to write a review, keep in mind that Yelp’s policies are finicky. You’ll get invaluable feedback on how to improve your business so that more of your future customers reward you with more 5-star Yelp reviews. Instead, ask them how you might earn a 5-star review in the future. When a customer responds with a star rating that’s higher than your current Yelp average, then encourage them to write a review.īut when a customer responds with a lower-than-average star rating, don’t encourage them to write a review. Specifically ask for a rating based on 5 stars. Pre-screen customers by sending an email or text message (whichever the customer prefers) asking how satisfied they are with your business. The answer is simpler than you might think: Encourage as many customers as possible and pre-screen before encouraging them to write a review. How can you get lots of positive reviews to protect your business from negative reviews? If you have an average 5-star Yelp rating based on 5 reviews-each of which gives your business 5 stars-and you get hit with a 1-star review, your average rating will drop by an entire star to 4.0 stars overnight.īut if that same 5-star Yelp rating is based on 10 reviews instead of just 5 reviews, then that 1-star review will drop your average down to 4.5 stars instead of 4.0 stars.īetter yet, if your 5-star Yelp rating is based on 15 reviews, then your 5-star average will remain 5.0 stars, since the total review average of 4.75 will round up to 5.0 stars on Yelp. It takes a lot of positive reviews to drown out just 1 negative review There’s only one way to protect your business from negative reviews that has a lasting, long-term impact: Drown them out with positive reviews. Whether or not you remove a Yelp review that’s hurting your business today, you’re going to have more negative reviews to deal with again in the future. “There is a component here of not really feeling particularly great after you’ve made some sort of public pronouncement,” said Scott Broetzmann, who leads the survey.Negative reviews are a fact of life in our modern digital world. “So then there was kind of the reviewer’s remorse, for lack of a better term.”Įven though a rising share of American consumers now look first to Facebook to whistleblow about lukewarm tacos or a bad internet connection, reviewer’s remorse is pretty common. Nearly a quarter of customers with a serious gripe post their complaint on social media now, according to the National Customer Rage Survey. And then there was the kind of like, am I going to come across as a male Karen, as a Chad?” Kiel said. “There was that cathartic experience for about two to three minutes. You know, “somebody who has way too much time on their hands and insists on pointing out every irregularity and every issue,” he said.īut when a wing shop in the Charlotte, North Carolina, area screwed up a nearly $200 order for a big Christmas gathering, and after he got no help from the manager, he was ready to let the world know. But there’s more that goes into the decision to actually leave a negative review or tag the corporate handle than just not getting what you paid for.Īndrew Kiel wants to be clear: He is not that guy who regularly leaves bad Yelp reviews. Nowadays, that revenge typically takes the form of public shaming attempts on Yelp or social media. It should be noted that “revenge” is their word, not ours. Since the pandemic, the percentage of customers seeking revenge on a company they feel has treated them badly has tripled from 3% to 9%, according to something called the National Customer Rage Survey.
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