Tag Archives: Social media Reviews

5 Tips for Addressing Bad Yelp Reviews


It’s the 21st Century business owner’s worst nightmare: You sign on to your company’s Yelp page and see that someone has left an absolutely scathing review. This can obviously take its toll on your ego, but this is about far more than mere vanity. The truth is, negative Yelp reviews can have a real, bottom-line impact on your business; they attract search engine users and effectively set the public perception of your brand.

But while a bad review can have devastating effect, it can also provide you with a great opportunity to do some customer outreach, damage control, and brand enhancement. It all boils down to how you respond.

  1. First, put the review into perspective.

There’s no question that a bad review can be harmful to your brand. We don’t want to sugarcoat it, but we also don’t want to overstate it. A litany of bad reviews could honestly sink your company, but a single bad review amidst dozens of positive ones is probably not going to be a big deal. Regardless, it’s important not to panic, or to let your emotions carry you away. Respond rationally and with a level head.

  1. Do your research.

Also respond with all available information. Read the review carefully, noting its tone, the specific complaints, the date of the review, and any other information about the incident posted. Make sure your response addresses the review with precision and accuracy. If you come across like you Just Don’t Get It, it will only make things worse.

Also research the Yelp reviewer, if possible. (For anonymous reviewers, you’ll be out of luck.) Is it someone who always leaves nasty reviews? If so, then maybe that can help your anger subside. You could just be dealing with a mean-spirited person, quite frankly. No reason to get your feelings hurt over that.

  1. Show some customer service.

Whether you feel like the negative review is warranted or not, it’s important to seize the opportunity to treat your customer respectfully; apologize, and ask what you can do to make the situation right, or at the very least offer an explanation and sincere remorse that the customer’s experience was not better.

  1. Remember who you’re writing for.

In any and all writing, audience is important. When you’re addressing a Yelp review, remember that 90 percent of the Yelp audience is people who just read reviews, not people who write them, and that most of these people still have an unformed opinion of your company. That’s who you’re writing to, really. That’s who you’re trying to impress. Showing warmth, patience, and a customer-centered perspective can more than make up for the bad review itself.

  1. Don’t engage hotheads.

Every now and again, you may see an all-caps, foul-mouthed review that’s obviously just designed to be incendiary. Yelp does a pretty good job of filtering these out, but if you do run across one, it may be best not to engage at all. It’s hard to come across well when you sink to the level of addressing flamers and hotheads.

A bonus tip: You can enhance your brand’s reputation and minimize the damage of a bad review by providing your customers with plenty of positive content. To learn more, contact Grammar Chic today at www.grammarchic.net or 803-831-7444.


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Filed under Brand Management, Content Marketing

Are You Getting the Most Out of Your Customer Reviews?


When customers send you testimonials, email you compliments and criticisms, or post reviews to your social media pages… what exactly do you do with them?

There are only a few options, really. If they’re bad reviews, you can cry and moan and beat yourself up over them; if they’re positive, you can give yourself a pat on the back and feel good about your achievement. Or, you can do something more constructive. You can understand that these reviews are potentially useful as consumer-created content—great for use on your website, social media channels, email newsletter, and so forth.

Of course, all of this is contingent on you asking the customer’s permission to use their words, and them granting it. This important step shouldn’t be skipped, though it’s something close to a formality: It is unlikely that many customers will decline.

Once permission is granted, you can put those reviews to practical use in one of several ways:

  • Obviously, you can place positive reviews on your company website. Your website is your virtual storefront; a brick-and-mortar store might gain credibility and generate trust by displaying awards and certificates on its front window, and in the same way you might earn trust by displaying your reviews. A dedicated “testimonials” page is practical if you have multiple reviews to post, but you might also weave short snippets of your reviews into the ‘About’ page, the home page, and so forth.
  • You can also share them on social media. We do this at Grammar Chic; every couple of weeks or so we’ll turn a review quote into a graphic and share it to Facebook, Google+, and so on. This is a great way to get them seen by current customers, past customers, and future customers alike.
  • You might think about including reviews or review snippets in your email signatures, or even on invoices and receipts—but you’ll probably want to keep them brief.
  • The same goes with your monthly newsletter or email blast—though you’ll want to make sure you’re not using the same review every month. Switch it up!
  • This last one may be the most important suggestion of all, and it’s this: You should most certainly be using your positive reviews on outreach materials sent to prospects and leads—direct mailers and brochures, digital or printed on good old-fashioned paper. Again, it’s all about building trust—and what is a customer review, really, if not a seal and signifier that you’re trustworthy?

Often, we hear from business owners who say they have a hard time creating content. Well, your customer reviews make for great content—and you don’t even have to write it yourself! For more insights into how to use your reviews widely, contact us today: Visit www.grammarchic.net or call 804-831-7444.

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Filed under Brand Management, Content Marketing, Social Media