Yelp is amazing for business. We’re good people, we do good work. Brides see a bunch of five-star reviews and they hire us on the spot. And then one day, you see it. A bad review. Your heart sinks. You wonder, “Where did I go wrong?” Suddenly you’re getting phone calls asking about the bad review. And instead of talking about what makes your service incredible, you’re trying to defend yourself.
Here are four reasons you’re getting bad Yelp reviews:
1. You did not communicate expectations. We are people pleasers and we do everything we can to make people happy. But sometimes, this leads us to not be really clear with brides about what we can and can’t do. Next time, make sure your clients know exactly what to expect (and what not to) before it’s too late.
2. You sold a bride you shouldn’t have. Who doesn’t like getting hired? People who get hired by the wrong bride and wind up with a nasty review, that’s who. Stop trying to book every bride who walks in the door. Be yourself and let the bad ones walk away. See Three Things You’re Doing To Get Bad Brides.
3. You did not fix things when you had the chance. Sometimes, brides get upset (whether it’s your fault or not). When that happens, it’s important to acknowledge and validate their feelings. Say you’re sorry it wasn’t what they hoped for. Ask what you can do to make things right. If you think there might be an issue, call them up and offer some help, before they have time to go online and cast dark, ominous clouds all over your reputation.
4. Whatever the review says. I know, I know. The bride just lied and said horrible things. I get it. But I would bet that there is at least a grain of truth in the review, too. Learn from it. If you do reply to the review (that’s usually a bad idea), apologize, take responsibility and tell them what you’re doing differently now.
Even if you’ve never received a bad Yelp review, this list might be helpful in making sure it never happens. Have any other ideas? Have you responded successfully to a negative review? Tell us what you learned in the comments.