Whether you know it or not, your business could be on Yelp. Users of the popular review based business listing site can create a listing for your business just by creating a review. In our previous posts, we shared detailed information on how to claim your laundromat's Yelp listing and why having a Yelp listing is good for your business. Managing the reviews and reputation on Yelp can be critical. One internet blogger said, "Yelp is where tact and honesty go to die on the Internet." Still searching for Dexter dealers in Greenville SC? Not happy?!?! Call T & L Laundry Equipment today! We will save you time and money!
While that may seem dramatic, the reality is that negative reviews can be extremely damaging to your business' reputation. Creating a listing for your laundromat allows you to address and respond to both positive and negative Yelp reviews. Managing the reputation of your business is all about how you react to what people say. Dealing with a negative review on your Yelp listing can be frustrating.
Here are some tips on how to manage these reviews on your Yelp profile.
Respond to Every Review
Whether the review posted it positive, negative, true, or false, make it a point to respond to every review. Responding shows that you are listening and that you are actively engaging with your customers about their experiences. Thank reviewers for their review and make your business' contact information a part of your negative review response. Invite the reviewer to contact you offline to discuss the issue.
Avoid Becoming Defensive
Whether the review is unjustified or potentially phony, avoid becoming defensive about the situation. When you become defensive, you look bad as a business owner, and you open yourself up to further ridicule by responding defensively or negatively. If you believe the review to be fake, report it to Yelp directly. Address the review with a professional and apologetic public response.
Use Reviews to Fix Actual Problems
The negative reviews left for your laundromat online aren't left because someone just had a bad experience with your business. They are left because they had a frustrating experience. While you can't please everyone, reading these reviews and thinking about how you can improve your customers' experience can help you grow your business. Try to go above and beyond what the person is expecting as a way to fix the situation. Personally apologizing, giving them something free, or upgrading their service can help smooth things over and help you keep a customer.
Follow Up with Your Reviewers
If your negative reviewer calls or emails in response to your public request to do so, answer the call or return the email. Putting on a public face that says you care but not following up or doing anything to resolve the issue only leads to more problems. Once you have addressed the issue, ask the reviewer to update the review to reflect their experience with you in resolving their issues.
We'er Not Dexter Dealers in Greenville SC
While you can't please every customer, you can ensure that they are getting the best clean possible at your laundromat by installing new washers and dryers from Speed Queen. For more than 40 years T & L laundry Equipment has been providing laundromat and commercial laundry owners with the best equipment, the latest in industry information and excellent service. Call today and schedule an onsite visit with one of our laundry experts to learn how to improve your customers' experience and get those five-star ratings!
