jdiddy101

What is the deal with these people. I have got 2 negative reviews and they are not about poor conditions or not happy with service. It is because of their own inability to read or fill out pertinent information. The first one is from someone complaining we did not call and confirm their second appt. but on initial visit we ask for permission to send text or email reminders and which they prefer. This person left the area blank so we do not sign them up for either. The other person bought a coupon that is for new clients only and she had been here before. The first line on the coupon says for new clients only.

There should be some recourse for writing a review if it is untrue or caused by their own stupidity.

bigjimmie

don't they have a spot you can explain your side?

back at it

Have yelp delete it

bamaboy473

from the "About Us/Yelp" site, number 7 says,
:Paying advertisers can never change or re-order their reviews.

If the OP is a paying advertiser, then looks like he has to sit on those reviews?

jdiddy101

I don't pay Yelp. They call all the time trying to get me to be a paid advertiser. I would never pay their mafia style protection fees.

jdiddy101

Yes, doing that today. One of the reviews came from someone that has 17 reviews and 90% of them are negative. Yelp needs to start grading the reviewers.

chrispnet

When you respond, keep in mind that any of your customers who read this stuff will measure the professionalism of your response. Act accordingly.

Elusive

Agree.

Negative reviews can work in your favor if handled properly. That said, a substantial number of positive reviews is very important for your business. If you are not cultivating and aggregating your online reviews (i.e. controlling your online presence) then you will likely not look favorable online.

And yes, Yelpers are generally not the type of clients most businesses try to cultivate

Lobstercatcher229

I certainly admire anyone who can figure out how to make a profit in their business. I appreciate the current administration's pro business approach but it stll is quite the challenge to keep the customer satisfied.

WalkingTheDocks

We have a solid record of 5* reviews, with one negative one. The negative review is absolutely untrue and unfounded. We used the reply as an opportunity to point that out, and show how we handle customers who aren't happy as professionally as possible.

Something like:
We're sorry to hear you missed our second appointment, our office offers text and email confirmation services to all patients who approve those services. Our policy is to bla bla bla to help make sure all of our patients are well-informed on appointment times.

We pride ourselves in providing exceptional care and offering exceptional value to all of our patients, however some of our promotional offers are reserved for new patients as an introduction to our practice. Thanks for understanding.


I'm not an expert by any means, but I think the goal should be to remain professional, while showing anyone reading the negative review "Oh, right, this reviewer is a moron".

schoolsout1

MercuryMan200

I yelp all the time. Good or bad.

jdiddy101

Sorry to hear that you were not pleased with your visit to our office. Our goal is 100% customer satisfaction. On both of the previous visits that you mentioned, they were first time appointments and a call was made to confirm. We use an automated system for follow-up appointments. On the paperwork, the information needed (email or text) was not filled out. We respect our patient’s privacy and if those are left blank we do not send out appointment reminders. We make every attempt to keep the office on schedule and we could not move the appointment back 30 minutes as you requested because that would prevent the next client to wait additional time for their appointment and so on for the day. If you would like to come in and discuss an amicable resolution, we are very much open for discussion.

boating blind

Looks pretty good to me, but I would leave out the part where you say it would cause the next customer to wait. Typically a client doesn’t care if one of your other clients is inconvenienced. They feel they are you’re number one priority. I understand the point you’re trying to make but maybe word it differently

rocksandblues

I would respond:

We are sorry any customer is not 100% satisfied. Here is a link to Acme Learning Center for a reading comprehension class. Coupon clearly states new customers only.

Blythe1022

I use Yelp a decent amount. Almost every business has a negative comment or two. I think most that use Yelp realize there are people out there that are never satisfied. Some are dissatisfied because of a policy like in your case. It shouldn't hurt your business if you have other good reviews. If you want to respond to the two negative reviews I would simply say that you apologize for the inconvenience and show the written part of the policy that lead to the issue they had.

Avid 24

Yelp. Ugh. Most are the people leaving 10% tip and wondering why the service sucks.

Snoozin

I love yelpers!

yammi250

I believe that any response is better than no response as people don't want to feel that they are being ignored, which will give credence to their complaint.

If they are being unreasonable and not factual, reply with the facts as you know them.

If you actually screwed up, admit it and show a willingness to make it right..that shows everyone you are a straight shooter. Great advertising right there.

I have only written one bad Yelp report. I tore into a service company that had tried to screw me. Within 10 minutes of the post, the company contacted me, offered to make it right and proceeded to do just that.

The takeaway is that many (most?) larger companies have a team that specifically monitors social media for unhappy customers and moves swiftly to address them. They apparently see that as an important function.

pmichael

Open a series of email accounts at Yahoo, Hotmail etc and respond to your company with positive reviews