Yelp has been making the news lately and not for good reasons.

When Yelp came online and began finding their niche it was welcomed and steadily increased users who love to review restaurants and auto repair shops; and it continues to expand into all businesses.  People who belong to Yelp and post reviews call themselves “Yelpers“.

My clients have expressed trouble regarding their hard sales tactics.  Recently talk radio has been talking up accusations of bogus reviews targeting businesses declining Yelp’s paid advertising.  Clients telling me their positive reviews are buried, under the negative reviews and they are suspicious of who posted the reviews.  It is hard to determine what is truly going on.  Both sides are at odds.

It’s troublesome for your online reputation.  Reviews do matter. 

If you receive a negative review on Yelp, Google or any of the many directories – address it.  Sometimes it’s a case of mistaken identity.  The reviewer mixed you up with a similar business.  Look in your records  for the poster’s name, date or location (if included).  If you can’t find a record of the person respond to the review asking for an invoice number, or more information.  Present your business as trying to right a wrong and you’ll go a long way in damage control.

Some clients will never be happy with your service.  The public recognizes this, too.  The action of responding to a negative review will reflect your business practices and the reader will get your message.   Don’t respond with anger. 

Finally, walk away – if you have responded to the review and he’s not giving up – let it go. 

Don’t let these things drive you crazy.  The Internet gives everyone a voice: right or wrong – it’s the ultimate Soapbox!