Review sites are a double-edged sword for most restaurants and small businesses. Yelp, in particular, is well known as the go-to place for disgruntled customers to complain about local businesses. But with 2.5M average daily visitors to Yelp — and 90% of those visitors searching for a product or service rather than a specific business — Yelp reviews play a huge role in new customers finding your business.
In a perfect world, your loyal regulars would be the people rating and and writing reviews, boosting your online reputation and attracting more customers. Unfortunately, it’s the bad yelp reviews that stand out and require your attention. Bad reviews in general present a significant challenge for businesses trying to protect their online reputation.
While a nasty review from a dissatisfied customer on Yelp is bound to happen every now and then, it isn’t the end of the world (or your business). By knowing how to respond to negative reviews, your business can bounce back and show your aren’t there to passively bring in customers. Sometimes, all it takes is a simple apology and acknowledgement. Other times, a business can even report a review for breaking Yelp’s content guidelines. Let’s dive into the best ways to respond to a negative Yelp review, and when you can investigate to report an existing review.
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Introduction to online reviews
In today’s digital landscape, online reviews have become a cornerstone of how customers choose where to spend their money. Whether it’s a new restaurant, a local service, or a retail shop, customers turn to online reviews to gauge the quality and reliability of a business. Positive reviews can quickly boost your online reputation, attracting new customers and building trust in your brand. On the other hand, bad Yelp reviews and other bad reviews can have a significant impact, potentially deterring potential customers before they even walk through your door.
That’s why it’s crucial for businesses to actively manage their Yelp reviews and other online feedback. By encouraging satisfied customers to leave positive reviews and addressing negative ones promptly, businesses can shape their online reputation and foster lasting customer relationships. Understanding the power of online reviews is the first step toward building a strong, positive presence that stands out in a crowded marketplace.
It's also a great idea to use review management software to alert you when new reviews are posted.
Understanding negative Yelp reviews
Negative Yelp reviews can feel discouraging, but they’re a reality for every business at some point. It’s important to remember that a negative review doesn’t always mean your business is failing—it can simply reflect a single customer’s experience or a moment that didn’t meet expectations. What matters most is how you respond.
Addressing negative reviews in a timely and professional manner shows your commitment to customer satisfaction and can even turn a dissatisfied customer into a loyal one. When responding, acknowledge the customer’s concerns and offer a solution if possible. This not only helps resolve the issue but also demonstrates to other potential customers that you care about feedback and are willing to make things right.
If a review contains hate speech, inappropriate content, or violates Yelp’s guidelines, don’t hesitate to report it. By handling negative Yelp reviews thoughtfully and following Yelp’s guidelines, businesses can maintain a positive environment and show that they value every customer’s experience.
Why do negative reviews matter?
It’s easy to only focus on keeping customer satisfaction high by creating a great customer experience in-store. After all, review sites are often “out of sight, out of mind.” But because anyone can sign up and leave a review for a business, review sites like Yelp, Google, and even Facebook have all become popular methods to check for quality — and leave negative reviews. We all hate to see it, but a few bad Yelp reviews tend to outshine the positive ones. Those negative online reviews make it difficult for potential new customers to engage and shop at your business.
According to Nation’s Restaurant News, 94% of people said they have avoided a business because of poor reviews and 22% of people said they will not go to a restaurant after reading just one negative review.
In short, your business’s online reputation at stake every time someone writes a negative review. And with more potential customers using review sites to make a decision, it can seem a little unusual if your business ignores any bad reviews on Yelp. The last thing any business wants is for potential shoppers to feel like customer feedback isn’t welcome.
Negative reviews can also act as a great way to catch certain oversights in the how your business operates, especially with moments that aren’t completely under your radar as a business owner or employee. So when you completely ignore bad reviews, you’re ignoring a vital dimension to a customer’s experience. Responding to negative reviews in a timely manner is crucial to show customers that their feedback is valued and that your business is committed to addressing their concerns.
Claiming your Yelp business profile
Claiming your Yelp business profile is the essential first step in taking control of your online reputation. Once you’ve claimed your business profile, you gain access to valuable tools that allow you to respond to reviews, update your business information, and engage directly with customers. Keeping your business profile accurate and up-to-date ensures that customers can easily find you and get the right information about your services. Additionally, a claimed Yelp business profile lets you monitor feedback, track trends in customer concerns, and use Yelp’s resources to improve your business. By taking this proactive step, you’re better equipped to address customer feedback, respond to both positive and negative reviews, and build a trustworthy online presence that encourages new customers to choose your business.
Yelp review policy
Yelp’s review policy is designed to keep the platform fair, honest, and helpful for both businesses and customers. Reviews on Yelp should reflect genuine customer experiences and must not be manipulated or influenced by incentives. Businesses are not allowed to ask customers to leave positive reviews or offer discounts or freebies in exchange for a review. Instead, focus on delivering excellent service and encouraging customers to share their honest feedback naturally. By following Yelp’s guidelines and prioritizing authentic customer experiences, businesses can build a strong online reputation and foster trust with their audience. Remember, genuine positive reviews are far more valuable in the long run than those that are solicited or incentivized.
When can I remove a Yelp review?
While everyone wants to get rid of the reviews that don’t present their business in a positive light, Yelp provides strict guidelines on when and how a business can use the site’s “Report review” feature. Most of Yelp guidelines are placed so businesses don’t abuse the removal system, even if some reviews don’t feel justified. Only the person who posted the review can delete it themselves. To report or remove a review, you must first log into your Yelp account. A Yelp review can be removed as spam if it includes promotional or inappropriate content irrelevant to the business itself. Yelp can also remove a review for the following reasons:
- Conflict of interest: a review can be removed if it promotes a competitor in another business’s Yelp page. Businesses can also request Yelp to remove a review left for the wrong business.
- Highly irrelevant: a review can be removed if it describes subjects that have nothing to do with a business. That includes hate speech and comments on an extraordinary circumstance beyond the control of the business itself.
- Revealing private information: a review can be removed if it includes personal names, private phone numbers, and other secure information that should not be shared publicly in a review.
How to remove a review from Yelp
If you believe a review still violates Yelp's guidelines, click on the three dots above the review and complete the 'Remove review' questionnaire. The questions will ask you for more context and additional information. Try to be as specific as possible to help the Yelp moderators a stronger perspective when deciding if a review should be removed. You will need to set up a Yelp account to complete these actions.
According to the Yelp website, the review process may take up to several days. If Yelp moderators decide that the original review violates the site's content guidelines, the Yelp review will no longer be seen on the business's review page. Both the reporter and the original user will be notified that the review has been removed. Yelp will also notify both parties if the negative review hasn't violated the site's guidelines.
When to Report a Review
There are times when a review crosses the line and should be reported to Yelp. If you come across a review that contains hate speech, inappropriate content, private information, or is clearly about the wrong business, it’s important to report it using Yelp’s tools. Reviews that are fake, misleading, or violate Yelp’s guidelines undermine the integrity of the platform and can unfairly damage your business’s reputation. However, it’s important not to report reviews simply because they are negative—constructive criticism is part of running a business and can provide valuable feedback. Instead, focus on responding to critical reviews professionally and addressing the customer’s concerns. By reporting only those reviews that truly violate Yelp’s guidelines, you help maintain a fair and respectful online environment for all customers and businesses.
Tips on responding to negative Yelp reviews
If your business receives a negative Yelp review, it’s better to focus on responding and resolving the issue instead of trying to get the negative review permanently removed. Since Yelp moderators also look into flagged reviews to ensure the suspicious review violates the site’s policies enough to warrant a removal, responding to a Yelp review can be the best way to ensure future customers leave positive reviews in the long run.
- Stay professional: a bad Yelp review thrives on an outlandish reaction from the business as a way to justify its complaint. To counteract that negativity, it’s important to respond with a sense of professionalism by staying calm. You want to show that reviewer (and everyone else looking at your business review page) that you aren’t there to combat with unsatisfied customers. Take responsibility for any mistakes or shortcomings mentioned in the review, and show your commitment to improvement.
- Take your time: Stay calm as you draft up a response. Rushing to post a response on a bad review might come off as reactive and retaliatory. While it isn’t a race, keep in mind that taking too long to respond can also seem slightly unprofessional.
- Format your response: A polished paragraph will go a long way to acknowledge the customer experience. If there were factors beyond your control, write how you’ll pay attention next time. Maybe you offer talk to your employees, mention your business is always open to suggestions from customers, and so on. Recognize the hard work that goes into maintaining high standards, and let customers know that their feedback helps your business improve.
- Address concerns and apologize: Misunderstandings happen all the time. Offering an apology while pointing out their concerns as valid can help build a simple solution to their issue. Some businesses can also promise a complete refund or discount if the reviewer stops by again to confirm their Yelp profile. However, do not try to convince the customer to submit a new star rating or review.
After addressing the review, businesses should develop an action plan to resolve recurring issues mentioned in negative feedback. This action plan should outline specific steps to prevent similar problems in the future and demonstrate a proactive approach to reputation management.
Yelp review response templates
As always, feel free to customize and get specific with these templates to match your business. These templates are also great for other review sites like Yelp and Facebook, or even a nasty comment on Instagram as well. When responding to reviews, thoughtful posting is crucial—make sure each response is carefully considered before posting it publicly. If a guest leaves negative review that mentions certain food items, products, or a moment of poor customer service, bring those to attention in your response. You can even consult ChatGPT to draft some more personal responses that fit your brand voice and identity.
Template #1 - Offering a refund or discount
- Hi [customer name]! We’re so sorry to hear about that you didn’t have the best experience with [summarize complaint]. To make it up, we’d like to offer you [name a refund or replacement or discount]. Please contact us at [phone/email] so we can help make things better for you.
Template #2 - Listening to customer feedback
- Hi [customer name]. Thank you so much for bringing this to our attention. We genuinely believe that it’s customers like you that help us grow our business in the long run. Your feedback sheds light on what we can do better, and we’re committed to learning from it to enhance future visits. Thank you for bringing this to our attention. It means a lot.
Template #3 - Clarifying a misunderstanding
- Hello [customer name]. Thanks for sharing these thoughts with us. We’re sorry to hear your experience didn’t meet our usual expectation to satisfy our customers. We’d like to clarify that [specific misunderstanding or issue] to ensure there’s no confusion. Feel free to reach out to us at [phone/email] so we can discuss further.
Template #4- Showing appreciation and inviting the reviewer back
- Hello [customer name]. First off, we really value your loyalty, and we’re extremely disappointed to hear you didn’t have the best experience this time. Thanks for bringing this to our attention. We’re currently reviewing what went wrong just to prevent it in the future. If you’re open to giving us another try, please contact us at [email/phone number]. We’d be happy to personally make your next visit exceptional.
Positive reviews response templates for Yelp
Just because you have a few negative reviews here and there, it doesn't mean you shouldn't respond to good reviews either. It's a great way to show you're eager to celebrate patrons who took the time to spread some positivity. And when you respond to a positive review, you also allow Yelp to unfilter positive reviews that were unfairly hidden away or labeled as spam.
Template #1 - Showing gratitude
Thank you, [customer name]! We’re so grateful for this glowing review. Hearing that [specific compliment or experience they mentioned] made your visit special really makes our day. Our team works hard to deliver experiences like this, and it’s wonderful to know we succeeded. We can’t wait to serve you again.
Template #2 - Appreciating customer loyalty
Thank you so much, [customer name] for your kind words! We’re thrilled to hear you had such a great experience. It’s customers like you who keep us striving to do our best every day. See you again soon!
Don't forget to claim Yelp Business Profile before you start
Now that you're ready to respond to a bunch of negative reviews (hopefully not all in one day either), don't forget to claim your business page on Yelp. Claiming your business page on review sites is an essential way to managing your business's information online.
Beyond simply responding to both negative and positive reviews, you can also adjust business hours, post new photos, and encourage promos and deals for special occasions. To claim your business page on Yelp, prepare your business email for signup and login, alongside a phone number for verification purposes, then follow the corresponding steps until your business page is claimed.
