A bad Yelp review is something most business owners and marketers see in their nightmares. There is nothing worse than working to carefully craft a positive brand image only to have it marred by one customer’s negative experiences.
But getting a bad review does not have to be as negative as we tend to think it is. In fact, we can take steps to turn it into a positive. How?
Step 1 = Respond and React
When you get a negative review, view in the light of “how did we wrong this customer, and how can we make her/him happy again?”
A negative review is always a bad thing. Someone had such a poor experience with your brand that they went out of their way to complain about it in public. So the first step is to respond to the person (publicly on Yelp and privately if possible). Find out what went wrong and offer to fix it. Go out of your way to make this person happy again.
Step 2 = Request a New Review
Yelp makes it easy for a reviewer to update an existing review. In fact, it is incredibly easy for any user to turn a past 1-star review into a 5-star review if they are so inclined.
After you have made your customer’s day by fixing their issue, ask if they might take one additional step and update their review. This will reflect positively on your in two ways. First, it will show those who check your Yelp page that you are active in responding to customer complaints. And second, it will add to your overall Yelp rating.