Having a business account on Yelp opens you up to communication with your reviewers. Keeping in touch with your following shows that you care as an owner and that you are paying attention to what your customers are saying.
Hopefully, your reviews remain positive, but every business has off days and it is likely you will receive the occasional negative review. As long as you learn how to handle these incidents you can defer bad vibes and negativity toward your business.
Always remember to remain positive when responding to any negative feedback. There are different forms of negative feedback. Some reviewers will simply write out what was wrong with your product or service. This is the easiest to fix and most important to respond to. Usually, what they are saying is not only true, but something you really do need to pay attention to. Even though it’s negative feedback your business will be better off when the problem is addressed. Once you have made the correction then respond to that reviewer with what you did and thank them for their feedback. This will show the customer that you are listening and actually care about their satisfaction. Most of the time they will be appreciative, but even more importantly it will show future customers that you are willing to face your mistakes and do something about it. Other times someone is just plain mad. If you have get a review that seems to attack you and your business on a personal level remember to keep your cool. Everyone has bad days when the smallest things set you off. If you are dealing with this kind of review DO NOT argue back. The most important Yelp rule is to NEVER under ANY circumstance respond to negativity with negativity. It goes back to that golden rule… the customer is always right. Even if the review is horribly mean and just bashes your business it is better to say nothing at all then to start an online argument. If others see that you are reacting in a negative way it will turn them off to your business even more. Instead respond with a short apology and assure them that you have heard them and are working on correcting the problem.
Yelp campaigns are always a good way to start racking up positive reviews. Getting your customers to take that extra two minutes is the hardest step, but once you break that barrier you will see your rank rising. If you want to learn more about yelp, how to use it and even how to start your own campaign, I would be more than happy to come out to your business and show you.