Emily Washkovick is a senior field marketing manager and small business expert at Yelp.Washkovick says the most important rule to follow is to always respond to your reviews. Yelp data also shows that longer responses tend to have better outcomes than shorter responses.Getting a great review from a customer feels amazing. But there are always detractors out there, and when one of them posts a bad review, it can feel like a dent to your business.
For one, it is almost always better to go into detail when responding to a negative customer review. According to Yelp data, the longest 20% of review responses have a whopping 4400% greater chance of seeing an increase in star ratings than the shortest 20% of responses. In other words, the longer a business owner's response, the more often the reviewer went back to write a new review with a higher star rating — and the more the business's overall average star rating increased.1.
Keep in mind that you don't always need to address every single complaint. Use your judgment and know that it's okay to ignore some of them and only reply about the things you will fix. You earn customer loyalty by acknowledging, not ignoring, them. The goal is to let them know that you care about their experience and appreciate any feedback.
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