Review websites, such as Google Places, Yelp, City Search, etc. are a necessary evil.
If a local business doesn't create an account in Yelp, then an unhappy customer can still post a bad review. In addition, your competition can post a "fake" review and make you look bad. Yelp controls which reviews are seen and which reviews are hidden based on an unknown algorithm (again, to make the system complicated and hold businesses hostage). Let's not forget, a few years ago Yelp would remove bad reviews if you purchased an ad.
While your competition and haters can hide behind fake e-mail accounts and post negative reviews, you can still protect your business and your online reputation management by following a few steps here:
- Create and claim your own business listings in Google Places, Yelp, etc.
- Make sure your profiles are accurate and 100% complete.
- Add photos, videos, coupons, etc.
- Monitor reviews.
- Respond to reviews - good or bad. This shows you're "listening" to what customers have to say. In addition, if you respond positively to a negative review and the customer doesn't reply, then it will make the review look fake and you'll actually score bonus points for trying to resolve the situation.
- Try, if necessary, to get the bad review removed. In some cases, the review might violate the website's terms of service. However, our experience has been most bad reviews never get removed, so have a plan in place if the review isn't deleted by the review website.
If you receive a bad review, investigate their claim and review their account on the listing site. In some cases, your review might be the only review they've ever written (which probably means it's a competitor or a hater).
Real people post real reviews. They have a history with the site and have posted a combination of positive and negative reviews.
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