Bad yelp reviews are going to happen to just about every food truck on the road today, no matter how hard you try to avoid them. Of course, the good reviews are the ones to aim for, but it’s the negative feedback you need to pay particular attention to. As a food truck owner you need to carve out time to respond to online reviews.
How To Address Bad Yelp Reviews About Your Food Truck
There are two ways to reply to a bad review, publicly (on site where the comment was posted) or privately (contacting the poster directly).
We recommend starting with a private response and apologizing. It’s also great to start by thanking the reviewer for the feedback then go straight into the apology. Often posters are surprised to actually hear from a human in response, when they think they’ve posted a comment that likely will not be read by the anyone but a computer program.
Private responses are best to start with to resolve issues without drawing more attention to them. Public responses can work if there’s an inaccuracy in the review. First, publicly apologize to the review writer then point out that actually, their information is incorrect.
After this, users have the option to alter their review or even remove it, but you shouldn’t ask for this. At the very least, you will have pointed out the mistake and it will leave an overall better perception of your brand.
By posting publicly, you’re not responding to the reviewer any more. You are showing that you’re in touch with your customers and on top of things, and that you care enough to respond. If you are incredibly short of time in your day, you should still try to make time for this. Sort reviews by their importance and address the most negative reviews first.
There’s one other thing food truck operators can do to help their reputation and that’s by visiting biz.yelp.com. You should build out this site by telling your story and upload photos since this will give it a professional and authentic look.
Positive reviews should be your goal, and can mostly be left untouched.
Things To Consider When Responding
Contacting reviewers should be approached with care. Internet messaging is a blunt tool and sometimes good intentions come across badly. Keep these three things in mind as you’re crafting a message to your customer.
- Reviewers are your paying customers.
- Your reviewers are human beings with (sometimes unpredictable) feelings and sensitivities.
- Reviewers are vocal and opinionated (otherwise they would not be writing reviews).
Also, it doesn’t hurt to send a short note privately to thank reviewers. I would do it privately because if you do it publicly it can look like you’re a little too obsessed with your Yelp page.
RELATED: 8 Things You May Not Know About Yelp
The Bottom Line
Responding to bad Yelp reviews is a great way to learn from and build goodwill with one of your most vocal customers. Yelp allows businesses to respond publicly and privately to user reviews.