As a customer, when I read reviews, I tend to discount the really good ones and the really bad ones and look for trends. If there are ten good reviews and one bad, I think the business had a bad day or the person writing the review is one of those people who complain about everything.
I think it's great when businesses respond to negative reviews, but do so professionally. I've seen ones where the owner goes off on an over the top rant against the person leaving the review and I immediately discount the business, thinking I don't want to deal with that person if something goes wrong.
Asking your customers to leave good reviews is fine, but don't hassle them about it. I've had businesses send multiple follow up emails reminding me to review them. If my experience was above average, I would review unless I just didn't have the time at that point. So hassling me with reminders is likely not going to get you a positive review.
And if Yelp isn't removing / hiding your bad reviews, you're not paying them enough.
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