Yelp 21

Food & Drink: Getting Customers

Yelp 101: How to make the most of positive reviews

By Erwan Derlyn on May 11, 20153 minutes read

BAM! When you’re new to Yelp, the feeling you get when getting an awesome review is hard to compete with. Your heart skips a beat, you celebrate with champagne and you can’t wait to share it with your mates... But wait! You shouldn’t sit back and relax because you did your job well. Knowing how to deal with positive customer reviews is just as important as dealing with complaints. Here are the basics to how to make the most of your great reviews.

Let them know you appreciate it

Sending a personal thank you to a positive reviewer is always a classy move. Magnus Reid of the daytime canteen CREAM makes sure to take the time to respond to positive reviews.

Cream Shoreditch
CREAM Shoreditch

“We always look to respond to feedback, good or bad” says Magnus. “If a customer has made the effort to take time from their day to feedback it’s important to thank them. It really helps build a genuine relationship with customers too.”

Don’t turn a thank you into a bribe

Best. Fries. Ever.

When you get that all-singing, all-dancing five star review it can be tempting to want to do something special for the customer and offer them freebies or vouchers.

Don’t.

The thank you should be personal, not financial. Done badly, it can end up looking a little like a bribe and may even encourage people to post reviews with the expectation of getting something back in return.

Keep it positive

Somebody loved your pasta, wine, and Venice-goes-Vegas décor but didn’t like the ice-cream?

“It’s no big deal,” says  Colleen Curtis VP of European Marketing at Yelp. “Don’t make the mistake of replying and focusing mainly on that one specific area. All you will do is look defensive and end up upsetting someone who was just being honest and was actually praising your company.”

Don’t spam the customer

We’re all keen to have happy customers return to our businesses and build relationships with them. But one easy way to scare them off is by responding to a good review by flooding them with requests to try new products, attend a new product launch or sign up to a mailing list.

Don’t interpret a thank you as an invite for sending on business proposals. You can ruin the goodwill built up.

Remember, the customers don’t work for you

A great Yelp review
Thou shall not ask for Tweets

You’ve received an awesome review and want the world to know? Of course, it’s natural.

But avoid the mistake of responding by asking the customer to spread the word on Twitter, Facebook and so on. It comes across a little needy and even rude. The marketing is your job, not theirs. With that said - if your molten chocolate lava cake is as heavenly as you think, you should eventually start seeing people buzzing about it online anyway...

Think you've got the hang of how to handle positive Yelp reviews? Next up: How to deal with the dreaded negative ones...

Do this today:

  • Read through your reviews on Yelp to see if you have any that you should reply to.

  • Have you written a standard reply that you’re planning to respond to reviews with? Delete it. Forget it. Start fresh every time!

Erwan derlyn Erwan Derlyn Head of Organic Acquisition at iZettle

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