![]() ![]() You can also use public comments to respond to critical feedback by addressing a reviewer’s concerns and highlighting your customer service and your business’s policies for future customers to see.īut in some cases, such as addressing critical feedback, it may be appropriate to follow up with a direct message. Personalize your response with the reviewer’s name and at least one detail from their review. If you’re responding to a positive review, a public comment is a great way to thank the reviewer for taking the time to share their experience or highlight something in the review that you want to amplify. It’s a great way to get more information and have a direct conversation with the consumer. A direct message works like an email communication between you and the reviewer.That means your public comment doesn’t just speak to the reviewer, but to all potential customers looking at your page too. A public comment appears directly below the review you are responding to and can be viewed by anyone who is looking at your Yelp Page.You can respond to reviews on Yelp in two ways: public comment or direct message. Select your review response method intentionally Why would you only respond to the negative? You have to reach out to the people that took their time to give you a positive review and let them know that you appreciate them. On every platform, I comment back on every review-good, bad, or ugly-because I think it’s very important. ![]() You can even use your customer’s feedback as a free marketing tool to promote your business-just make sure you ask permission first. And remember, positive reviews are something to celebrate, so share them with your staff, social media networks, and beyond. Through your Yelp for Business account, you can respond to your customers to let them know you appreciate their kind words or constructive criticism. ![]() In a recent survey commissioned by Yelp and conducted by Material, 56% of respondents said an owner replying to customers’ reviews would make them trust the business more.* It might seem like a lot of work, but the reward is worth it. When the celebrity reaches back out to you to say, ‘Hey, that meant a lot,’ that encourages you to keep responding, to keep writing, and that what you do matters.” ![]() Take it from Yelp reviewer Reggie M., who said that a positive review response is like getting an autograph from a favorite celebrity: “ the business owners are celebrities. On the flip side, responding to critical reviews is important for recognizing areas of improvement in the customer experience and highlighting that you’ll be taking action. You provide all your customers with great service, and responding to positive reviews is an extension of that-so be sure to thank your biggest fans. The same concept applies on your Yelp Page. If a customer gave you a compliment in person, you’d thank them for their positive feedback. Respond to every review, both positive and critical These tips for responding to customer reviews will help you navigate even the trickiest feedback. We try to respond to every single review to say, ‘Thank you.’” “No matter what it is, even if we didn’t do anything wrong, it’s still a good teaching moment. “If there is a negative review, it’s a good teaching moment,” Dennis said. But customer loyalty is not just about your star rating, and critical feedback can also be helpful, according to local business owners like Dennis Akers, owner of The Candle Pour. Not every review is five stars, and it can hurt when someone doesn’t recognize your hard work. But like all great marketing tools, it requires some strategy to get it right. It’s also an opportunity to demonstrate your customer service practices and build trust with future customers. Responding to reviews shows people you care about your customers. It’s no longer just about what consumers say about your business-it’s also about what you say back. Select your review response method intentionallyĪccording to BrightLocal, 88% of consumers say they’re more likely to use a business if they see the owner responds to reviews. ![]()
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