Comments on: Should Restaurant Owners Respond to Negative Yelp Reviews?

By: Nate Sanford

Nate Sanford — Mon, 03 Jun 2013 13:12:46 +0000

Great post. I had an issue with Hyatt the other week and was responded to from the company on yelp. They responded very well so in my case, having a problem with costumer service, I upped the review.

By: Brian Casel

Brian Casel — Fri, 03 May 2013 20:20:43 +0000

In reply to Isaac Weliver.

Thanks Isaac,

Great points. I think its great that your loyal guests hop in to defend you. Showing your presence (by writing positive responses) will help with that.

Thanks for reading 🙂

By: Isaac Weliver

Isaac Weliver — Fri, 03 May 2013 18:26:12 +0000

I just found this website today! Glad I did. Looks like there is a wealth of knowledge here.

I struggle greatly with responding to bad reviews. I agree completely that we must find truth in bad reviews. I worked internationally for years and Trip Adviser is the Yelp for the world. Trip Adviser seems to be a very mature and thought out forum. Once we opened Local Root I was SHOCKED to see the difference in approach from Yelp to Trip Adviser. My impression of Yelp is that it’s sophomoric in nature, at best, and should be treated as such.

My partners differ on this issue of Yelp, but I am in favor of letting Yelp, be Yelp. Writing responses seems like a way of reinforcing a forum which is often abused. Having said that, we do have 4 of 5 stars and often other guest defend us against bad reviews.

Interesting debate, I’m thankful to take part.

-Isaac, Chef/Partner Local Root

By: bryan watari

bryan watari — Thu, 11 Apr 2013 06:08:43 +0000

I do agree with much of what was said, but I have a dilemma with one of the people that posted negative comments on Yelp about us. They lied. And I’m not just saying they exaggerated. They flat out lied. How can I post a reply that is positive when I know this person just wants to ruin our reputation? It really burns me up when I think how hard we work to build an honest local business and then comes this person that just wants to knock it down. I know that if I reply, no matter what I say, this person will lash back at me with more lies. I think in this case, staying silent might be the best approach. You agree or disagree?

By: Toby Danylchuk

Toby Danylchuk — Thu, 25 Oct 2012 23:00:45 +0000

Nice post, Brian! I think all too often small businesses ignore the negative review or just don’t do anything at all. Retail stores, especially restaurants, should always respond thoughtfully. Most consumers aren’t unreasonable, and I don’t think anyone reading Yelp reviews on a restaurant or company expects them all to be 5-star; responding shows mgt cares enough to reach out. Plus it can be a great opportunity to win the customer back. However, I recently wrote a post recommending a proactive approach about getting positive reviews to bury the negative as best as possible by emailing your best customers, or printing up a business card that has your shortened Yelp URL on the card, or even printing up POP material and posting in the store or restaurant. http://www.39celsius.com/how-to-get-rid-of-bad-yelp-review/)

By: Brian Casel

Brian Casel — Mon, 22 Oct 2012 15:49:47 +0000

In reply to Sadie-Michaela Harris. Thanks Sadie! Agreed, businesses — particularly restaurants — should be active when it comes to keeping a good reputation, online and off.

By: Sadie-Michaela Harris

Sadie-Michaela Harris — Mon, 22 Oct 2012 15:14:40 +0000

Great post Brian and it’s a question that often comes up. Responding is always the best thing to do. It offers the opportunity to rebuild the relationship, to show other customers that the business cares. There are businesses scattered across the world who are not taking care of their reputation on the Internet and it will be to their detriment. These days a business does not need to have an Internet presence to receive bad reviews. Customers are online and they are happy to voice good and poor reviews… especially poor ones and they vent their frustrations on social networks as well as reviews sites too!