Yelp is wonderful when the reviews are good, but some cleaning companies have had to deal with less than favorable comments about their company or service. It's a challenge responding to Yelp reviews in a way that helps to diffuse a potentially devastating blow to your company image and reputation. Challenging? Yes but not impossible. As a cleaning business owner, you have the right to not only protect your image and reputation against inaccuracies posted on Yelp but to acknowledge and respond accordingly to them.

Options for Responding to Yelp Reviews

There are certain content guidelines user posts have to abide by. If there is a violation of these guidelines, you can report it to Yelp moderators. You can also report a photo or video that may be in violation. It can be difficult for you to have an unfavorable post removed, however. If you do issue a report to Yelp but fail to see it removed, you can contact their support team.

Before we discuss the negative reviews, let's talk about the right way to respond to positive reviews.

Tip #1: The rule of thumb is to keep it simple by saying thank you for the positive review and letting them know how much you appreciate their support. Never respond by asking them to tell their family and friends about your business, asking to join your mailing list, or offering some sort of reward such as a gift card or coupon. This can have a negative effect on you and your company's image because it can sound more like a bribe than an expression of gratitude.

Negative reviews are much harder to respond to because we often take it as a personal attack on our business. So before responding, take a deep breath, relax, and think very carefully about what you want to say and how you want to say it.

Tip #2: Even though it can be unpleasant to have to deal with a negative reviewer, by contacting them, you're giving yourself the opportunity to not only change their view back to a positive one but address the problem or situation directly. You can reply directly to the reviewer by sending a private message or you can reply publicly by adding public comment. Moreover, by remaining calm and polite when responding to negative reviews establishes your company as genuine and professional.

Tip #3: Never give the perception that you are being rude or condescending in any way. If you do, chances are, the reviewer will come back with an angry reply, making the situation even worse. Instead, take the high road and respond with a caring, pleasant, and helpful reply. You might be able to diffuse a potentially bad situation, and even spin it back into a good one for your company.

Tip #4: Start by thanking them for their business and their feedback. Do some research by talking to your employees to get their side of the story. If in fact there was a problem on your end, let the reviewer know of any changes you have made within your company to fix the problem. By doing this you may be able to win back their trust and willingness to give you a second chance. Just make sure you're being truthful and that you've actually made the change so it doesn't happen again.

Tip #5: If your company did mess up, don't be afraid to offer a sincere apology and offer a solution publicly that is appropriate for the situation. This type of response reflects a positive light onto your company and your company's commitment to address problems and provide solutions.

What if the review is completely false? Should you call them on it publicly?

Tip #6: When you have a review that is simply untrue, start by trying to resolve it privately first. If they realize they made a mistake or that you're onto them, they may remove it. If that doesn't work and you feel it's important to make a public comment, be sure to present your side of the story as politely as possible. Never attack the reviewer or call them a liar under any circumstances. Remember, the public is reading these comments and you want them to have a positive impression of your business. You want them to think that you handled the situation professionally and with a cool head.

Dealing with negative reviews on Yelp can be difficult but at some point it's bound to happen. The first step is to make sure your business is a smooth running machine so there is no reason for anyone to give a negative review. And if it does happen, be sure to keep your cool and work to find a solution that will make the reviewer happy so your business's reputation will remain in good standing.