You’ve probably noticed when you search for a service on Google or Yahoo, some of the listings indicate customer reviews. Google links to them. Yahoo shows the average rating. Both also list reviews by Yelp, a popular review site focusing on local businesses.
How Did They Find Me? Can I Stop Customer Reviews?
Almost every business is listed on Google, Yahoo, and Yelp. Businesses are also usually listed on Facebook and a myriad of other online directories. Some are third-party providers who collect business data through public records and sell to popular review sites. There really is no way to prevent your business from getting listed and reviewed.
It’s a natural reaction to want to avoid customer reviews. Many people dread the worst although one of the benefits of online reviews is that you have the power to respond. You can and should correct negative or misleading information. You are also able to thank clients who took the time to write a good review of your services.
Claim Your Business so You Can Control Customer Reviews!
First, claim your business on Google Places, Yahoo Local, and Yelp. Unclaimed businesses run the risk of having misinformation posted about them. Here are a few benefits for claiming your listings:
- You own it so information about your business name, location, and hours will be accurate. No one else is able to make changes.
- You can respond to reviews.
- You will be easier to find when customers search for your service.
- You can link your website or blog to your listing.
Take a Deep Breath and Look at Your Customer Reviews
It’s not nearly as painful as you may think. For starters, Google, Yahoo, and Yelp have standards that reviewers are expected to follow. Their software and algorithms identify inauthentic, unreliable, or over the top reviews, as well as inappropriate language. Yelp rejects about one-quarter of its reviews, including multiple reviews from the same IP address, those showing obvious bias, or reviews which fail to provide useful information. You can also flag something you find offensive and the site will examine it and report back to you.
When you claim your listings, ask to be notified when a review is posted so you can read it. If it’s positive, take the time to thank the client. If it’s less enthusiastic, do some research about the client’s history with your business.
- Did the client fail to return important phone calls or emails?
- Was he or she asking for something that you made clear you cannot provide, such as a big tax refund or a favorable legal outcome?
- Did he or she fail to pay for your service?
- Did the client harass your staff?
It’s acceptable to respond with a truthful account of what happened. If there is a genuine issue, write back and invite the person to contact you. Explain that you strive to provide a positive experience for every customer. Acknowledge that he or she is dissatisfied and you want to correct the problem. Other readers will admire your willingness to work with an unhappy client and possibly give your business a second look.
Finally, the majority of reviewers on sites like Yelp take it seriously. They tend to be outgoing and are at least as likely to post about a great experience than a sour one. These are the customers you want to attract!
