4 Tactics to Keep Customer Complaints Off Yelp
Ideally, businesses want to intercept customer complaints before they hit the web. We spoke to three companies using strategies to prevent negative online reviews, and highlight their tactics.
Published on: Mar 4, 2016
Transcripts - 4 Tactics to Keep Customer Complaints Off Yelp
4 Tactics to Keep Customer
Complaints Off Yelp
The Financial Impact of Social Reviews
More than a third of customers take their complaints online—to Yelp,
Twitter, Facebook, and Trip Advisor—according 2013’s National Customer
• Yelp ratings impact small businesses the most.
• A one-star increase in Yelp ratings can lead to a 5-9 percent increase in
revenue, according to a Harvard Business School Study.
We spoke to customer service experts and small business owners to hear
how companies can successfully minimize negative reviews.
Here are four ways you can do the same.
When Complaints Go Social
“If guests are unhappy, they go to websites like TripAdvisor, and
they voice their opinions. They go on social media and they
trash the place. Social media has such a far-ranging touch that it
can make or break a restaurant—and I’ve seen it break
—Robert Irvine, Food Network Host of Restaurant: Impossible
“People Hate Us On Yelp” by unnormalized used under CC BY / Cropped and Resized
1. Give Customers the Chance to Vent
It’s not always possible to prevent a frustrating experience, but you can rechannel customer frustration.
• On-premise feedback
systems give guests
the chance to vent
they go online.
• Decide where in the
are most likely to
respond to feedback
2. Make It Very Easy to Complain
• Make your phone number widely
• Make sure employees respond
quickly to calls.
• Cast a wide net by giving customers
as many points of contact to share
feedback as you can.
“Negative reviews are the best way to get a business to change for the better,”
says one Yelp reviewer.
3. Let Customers Complain Anonymously
Customers won’t always give feedback in person—they’re shy!
• Anonymity ensures more honest, accurate feedback.
• It also increases your chance of receiving feedback—customers don’t want
to end up on a mailing list.
• Your best customers—regulars—feel most comfortable delivering anonymous
4. Respond to Customers in Real Time
Acknowledge the complaint immediately, even if complaint resolution will
take more time.
A quick response:
Prevents customers from
Delays the immediate
urge to post online.
Read the full article.
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