Also, having a mix of both positive and critical reviews is a good thing. It shows a wide range of experiences and helps consumers trust what they’re seeing. Research suggests that people trust reviews and star ratings more when they see a mix of critical and positive reviews, and Yelp’s own data shows that businesses with some critical reviews receive more page views than businesses with no critical reviews.
While receiving a critical review on Yelp can sting, you might be able to mend a situation and/or change a consumer's perspective, by following these three steps:
- Take a minute: Business owners who pause for a moment rather than responding immediately tell us their responses are less heated and more resolution based. Don't wait too long, though.
- Take the high road: Your business is your pride and joy, but a defensive or harsh tone might turn people off. If you’re worried about how your response sounds, let a trusted co-worker or friend read through it before posting.
- Take comfort: In the end, you can’t please 100% of your customers 100% of the time. Attempt to mend any valid issues presented, trust that you did everything you could, and continue providing the best possible service to potential customers.