{"id":21946,"date":"2020-03-12T08:18:21","date_gmt":"2020-03-12T08:18:21","guid":{"rendered":"https:\/\/www.process.st\/templates\/how-to-respond-to-yelp-reviews\/"},"modified":"2024-02-29T01:35:06","modified_gmt":"2024-02-29T01:35:06","slug":"how-to-respond-to-yelp-reviews","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/how-to-respond-to-yelp-reviews\/","title":{"rendered":"How to Respond to Yelp Reviews Process Checklist"},"content":{"rendered":"<section id=\"introduction-to-how-to-respond-to-yelp-reviews\">\n<h2>Introduction to How to Respond to Yelp Reviews:<\/h2>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/qvu6wWZ2ASv7AsXZ76BP5w.png\" alt=\"Introduction to How to Respond to Yelp Reviews:\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/qvu6wWZ2ASv7AsXZ76BP5w.png\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>This template will show you how to respond to Yelp reviews.&nbsp;<\/p>\n<p>Before anyone makes a purchase, visits a restaurant, goes on holiday or buys<em> anything<\/em>, they trawl through the reviews on Google, they look for recommendations on TripAdvisor and they read the advice of others on Yelp.&nbsp;<\/p>\n<p>Customers have the power to <a href=\"https:\/\/www.localclarity.com\/wp-content\/uploads\/2018\/01\/ebook_review_management_localclarity_2018_property_management.pdf\" rel=\"nofollow noopener\" target=\"_blank\">share their experiences&nbsp;<\/a>with the world through online websites like Google, Yelp, and Facebook.<\/p>\n<p>Yelp is one of the big five review platforms. Although similar to Google, in the way they \u2018\u2019<a href=\"https:\/\/www.yelp.co.uk\/about\" rel=\"nofollow noopener\" target=\"_blank\">connect people with great local businesses<\/a>\u201d, Yelp focuses on <a href=\"https:\/\/www.wordstream.com\/blog\/ws\/2013\/07\/22\/yelp-reviews\" rel=\"nofollow noopener\" target=\"_blank\">long-form reviews<\/a> as opposed to short one-liners. It provides the kind of in-depth, thorough review that every wary customer craves.<\/p>\n<p class=\"style-blockquote\">\u201cYelp has been one of the most popular Internet rating and review sites for local businesses since its initial inception\u201d - <a href=\"https:\/\/www.wordstream.com\/blog\/ws\/2013\/07\/22\/yelp-reviews\" rel=\"nofollow noopener\" target=\"_blank\">Wordstream&nbsp;<\/a><\/p>\n<p>Founded in 2004 by PayPal employees, Yelp has individual pages that are dedicated to businesses. Yelp users submit their reviews on these pages, using a one to five-star rating system, and businesses can, <em>and should<\/em>, respond to these reviews.<\/p>\n<p>So, how should you, as a business, respond to Yelp reviews?&nbsp;<\/p>\n<p>Glad you asked!<\/p>\n<p>This template will provide you with a process to follow that will identify the best way to respond to your good and bad Yelp reviews.&nbsp;<\/p>\n<p><a href=\"https:\/\/www.process.st\/\" rel=\"nofollow noopener\" target=\"_blank\">Process Street<\/a>&nbsp;is&nbsp;<strong>super-powered checklists.<\/strong>&nbsp;It\u2019s the easiest way to manage your<a href=\"https:\/\/www.process.st\/recurring-tasks\/\" rel=\"nofollow noopener\" target=\"_blank\">&nbsp;recurring tasks<\/a>, procedures, and workflows.<\/p>\n<p>Create a&nbsp;<a href=\"https:\/\/www.process.st\/templates\/process-street-user-guide\/\" rel=\"nofollow noopener\" target=\"_blank\">check list template<\/a>&nbsp;and&nbsp;<a href=\"https:\/\/www.process.st\/help\/docs\/getting-started-run-a-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">run individual checklists&nbsp;<\/a>for each member of your team. You can check tasks off as you work through them, set deadlines,&nbsp;<a href=\"https:\/\/www.process.st\/help\/docs\/approvals\/\" rel=\"nofollow noopener\" target=\"_blank\">add approvals<\/a>,&nbsp;<a href=\"https:\/\/www.process.st\/help\/docs\/task-assignments\/\" rel=\"nofollow noopener\" target=\"_blank\">assign tasks<\/a>, and&nbsp;<a href=\"https:\/\/www.process.st\/help\/docs\/template-overview\/\" rel=\"nofollow noopener\" target=\"_blank\">track each team member's progress<\/a>.<\/p>\n<p>You can also&nbsp;<a href=\"https:\/\/www.process.st\/help\/docs\/zapier-examples\/\" rel=\"nofollow noopener\" target=\"_self\">connect to thousands of Apps<\/a>&nbsp;through&nbsp;<a href=\"https:\/\/zapier.com\/app\/zaps\" rel=\"nofollow noopener\" target=\"_blank\">Zapier<\/a>&nbsp;and automate your workflows even more.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"enter-checklist-details\">\n<h2>Enter checklist details<\/h2>\n<div class=\"text-content\">\n<p>Complete the following fields to provide top-level information about the review.<\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Company name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Your name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Customers name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Date of review <\/label> <\/p>\n<div class=\"date-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Copy and paste the review here: <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"decide-if-you-want-to-respond-publicly-or-privately\">\n<h2>Decide if you want to respond publicly or privately<\/h2>\n<div class=\"text-content\">\n<p>Decide if you want to respond publicly or privately.<\/p>\n<p class=\"style-info\"><strong>Reasons for responding<\/strong> <strong>publicly<br \/><\/strong>Responding publicly shows customers and potential customers that you care and are attentive. It allows everyone to see how seriously you take customer feedback<\/p>\n<p class=\"style-info\"><strong>Reasons for responding privately<\/strong><br \/>Responding privately can make it more personal for the customer, or you may want to ask for more information about a delicate issue.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> How do you want to respond? <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"confirm-review-type\">\n<h2>Confirm review type<\/h2>\n<div class=\"text-content\">\n<p>Confirm if the review is positive or negative by answering the below question.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Is this review positive or negative? <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"analyze-and-respond-to-the-review\">\n<h2>Analyze and Respond to the Review:<\/h2>\n<\/section>\n<section id=\"establish-how-to-respond-to-the-positive-review\">\n<h2>Establish how to respond to the positive review<\/h2>\n<div class=\"text-content\">\n<p>Answer the below question to establish how to respond to the review.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Can you add value to the customer\u2019s comments? <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"respond-to-the-customer-and-add-value\">\n<h2>Respond to the customer and add value<\/h2>\n<div class=\"text-content\">\n<p>Identify how you can add value to the customer's review in the field below.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> I can add value to the customers review by... <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Respond to the Yelp review by copy and pasting the following response script into&nbsp;your reply.&nbsp;<\/p>\n<p class=\"style-danger\" style=\"text-align: center;\"><strong>Make sure you customize the response and adapt it accordingly.&nbsp;<\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>{{form.Customers_name}}, thank you for submitting your review.<\/p>\n<p>Your review means the world to us, and we wanted to expand on your comments by {{form.I_can_add_value_to_the_customers_review_by...}}<\/p>\n<p>We appreciate your support and value your custom.<\/p>\n<p>We look forward to receiving more reviews from you in the future.&nbsp;<\/p>\n<p>Thank you again.<br \/>{{form.Your_name}}<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-info\">Create additional template responses by adding a text widget. Find out more<a href=\"https:\/\/www.process.st\/help\/docs\/text-widget\/\" rel=\"nofollow noopener\" target=\"_self\">&nbsp;here<\/a>.&nbsp;&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"respond-to-the-customer\">\n<h2>Respond to the customer<\/h2>\n<div class=\"text-content\">\n<p>Respond to the customer's Yelp review by copy and pasting the following response script into your reply.&nbsp;<\/p>\n<p class=\"style-danger\" style=\"text-align: center;\"><strong>Make sure you customize the response and adapt it accordingly.&nbsp;<\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>{{form.Customers_name}}, thank you for submitting your review. We appreciate your ongoing support and value your custom.&nbsp;<\/p>\n<p>We look forward to receiving more reviews from you in the future.&nbsp;<\/p>\n<p>Thank you again.<br \/>{{form.Your_name}}<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-info\">Create additional template responses by adding a text widget. Find out more<a href=\"https:\/\/www.process.st\/help\/docs\/text-widget\/\" rel=\"nofollow noopener\" target=\"_self\">&nbsp;here<\/a>.&nbsp;&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"select-which-reviewer-type-you-are-dealing-with\">\n<h2>Select which reviewer type you are dealing with<\/h2>\n<div class=\"text-content\">\n<p>Read the descriptions below and decide which type of reviewer you are dealing with in the drop-down field below.&nbsp;<\/p>\n<p>People that leave negative reviews, tend to fit into the following categories:<\/p>\n<p class=\"style-info\"><strong>Unhappy<\/strong>. Somewhere along the line things went wrong with this customer. Perhaps you dropped the ball, or you messed up their order. This customer has had a <em>negative<\/em> experience.&nbsp;<\/p>\n<p class=\"style-info\"><strong>Rager.<\/strong>&nbsp;A rager will use their words, emotion, and tone to abuse. They leave nasty comments and make threats. This reviewer is a punisher.&nbsp;<\/p>\n<p class=\"style-info\"><strong>Faker<\/strong>. A faker is someone who leaves a fake review<\/p>\n<p class=\"style-info\"><strong>Misguided.&nbsp;<\/strong>This customer has been misinformed. Their review is based on inaccurate information that they\u2019ve seen, read or heard.<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Select which reviewer type you are dealing with <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"establish-how-to-respond-to-the-unhappy-customer\">\n<h2>Establish how to respond to the unhappy customer<\/h2>\n<div class=\"text-content\">\n<p>Answer the following questions to determine how to respond to the <strong>unhappy<\/strong> customers negative review.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-warning\"><strong>Customers review:<\/strong> {{form.Copy_and_paste_the_review_here:}}<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Does the unhappy customer have their facts correct? <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"give-a-solution-to-the-unhappy-customer\">\n<h2>Give a solution to the unhappy customer<\/h2>\n<div class=\"text-content\">\n<p>Identify the solution to the problem the customer is having in the field below.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> What is your solution to the problem? <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Respond to the Yelp review by copy and pasting one of the following response scripts into your reply.<\/p>\n<p class=\"style-danger\" style=\"text-align: center;\"><strong>Make sure you customize the response and adapt it accordingly.&nbsp;<\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<h5><strong>Example script 1: No follow-up&nbsp;<\/strong><\/h5>\n<p>{{form.Customers_name}}, on behalf of {{form.Company_name}}, I'd like to apologize for your bad experience with us.&nbsp;<\/p>\n<p>To rectify this, we will {{form.What_is_your_solution_to_the_problem?}}.&nbsp;<\/p>\n<p>Once again, we are sincerely sorry for this and please do not hesitate to reach out to us if this doesn't resolve your issue.<\/p>\n<p>We are grateful for your feedback as it means we can continue to improve.&nbsp;<\/p>\n<p>Thank you,<br \/>{{form.Your_name}}<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<h5><strong>Example script 2: Follow-up&nbsp;<\/strong><\/h5>\n<p>{{form.Customers_name}}, on behalf of {{form.Company_name}}, I'd like to apologize for your bad experience with us.&nbsp;<\/p>\n<p>To rectify this, we will {{form.What_is_your_solution_to_the_problem?}}.&nbsp;<\/p>\n<p>Please could you let me know if this&nbsp;resolves your issue?&nbsp;<\/p>\n<p>We are grateful for your feedback as it means we can continue to improve.&nbsp;<\/p>\n<p>Thank you,<br \/>{{form.Your_name}}<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-info\">Create additional template responses by adding a text widget. Find out more<a href=\"https:\/\/www.process.st\/help\/docs\/text-widget\/\" rel=\"nofollow noopener\" target=\"_self\"> here<\/a>.&nbsp;&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"supply-the-correct-information-to-the-unhappy-customer\">\n<h2>Supply the correct information to the unhappy customer<\/h2>\n<div class=\"text-content\">\n<p>As the customer has been misguided, identify what the correct information is in the field below.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Add the correct information for the unhappy customer here: <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Respond to the Yelp review by copy and pasting the following response script.&nbsp;<\/p>\n<p class=\"style-danger\" style=\"text-align: center;\">Make sure you customize the response and adapt it accordingly.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<h5><strong>Example script.<\/strong><\/h5>\n<p>{{form.Customers_name}}, on behalf of {{form.Company_name}}, I'd like to apologize for your bad experience with us.&nbsp;<\/p>\n<p>We've had a look into this and we believe you have been misinformed.<\/p>\n<p class=\"style-danger\">{{form.Add_the_correct_information_for_the_unhappy_customer_here:}}<\/p>\n<p>We will make this clearer for future customers.<\/p>\n<p>Once again, we are sincerely sorry for this confusion and any inconvenience this may have caused you. Please do not hesitate to reach out to us if this doesn't resolve your issue.<\/p>\n<p>We are grateful for your feedback as it means we can continue to improve.&nbsp;<\/p>\n<p>Thank you,<br \/>{{form.Your_name}}<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"respond-to-the-misguided-customer\">\n<h2>Respond to the misguided customer<\/h2>\n<div class=\"text-content\">\n<p>As the customer has been misguided, identify what the correct information is in the field below.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Add the correct information for the misguided customer here: <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Update the customer with accurate information in your response. Copy and paste the following response script into your Yelp review reply.&nbsp;<\/p>\n<p class=\"style-danger\" style=\"text-align: center;\"><strong>Make sure you customize the response and adapt it accordingly.&nbsp;<\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-warning\"><strong>Customers review<\/strong>: {{form.Copy_and_paste_the_review_here:}}<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<h5><strong>Example script.<\/strong><\/h5>\n<p>{{form.Customers_name}}, on behalf of {{form.Company_name}}, I'd like to apologize for the confusion we have caused.&nbsp;<\/p>\n<p class=\"style-danger\">{{form.Add_the_correct_information_for_the_misguided_customer_here:}}<\/p>\n<p>We will make this clearer for future customers.<\/p>\n<p>Once again, we are sincerely sorry for this confusion and any inconvenience this may have caused you. Please do not hesitate to reach out to us if this doesn't resolve your issue.<\/p>\n<p>We are grateful for your feedback as it means we can continue to improve.&nbsp;<\/p>\n<p>Thank you,<br \/>{{form.Your_name}}<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"establish-how-to-respond-to-the-rager\">\n<h2>Establish how to respond to the rager<\/h2>\n<div class=\"text-content\">\n<p>Answer the following questions to determine how to respond to the <strong>rager<\/strong> customers negative review.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-warning\"><strong>Customers review: <\/strong>{{form.Copy_and_paste_the_review_here:}}<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Does the rager have their facts correct? <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"supply-the-correct-information-to-the-rager\">\n<h2>Supply the correct information to the rager<\/h2>\n<div class=\"text-content\">\n<p>As the customer has been misguided, identify what the correct information is in the field below.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Add the correct information for the rager here: <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Respond to the customer by copy and pasting the following response script into your Yelp review reply.<\/p>\n<p class=\"style-danger\" style=\"text-align: center;\"><strong>Make sure you customize the response and adapt it accordingly.&nbsp;<\/strong><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<h5><strong>Example script.<\/strong><\/h5>\n<p>{{form.Customers_name}}, on behalf of {{form.Company_name}}, I'd like to apologize for your bad experience with us.&nbsp;<\/p>\n<p>We've had a look into this and we believe you have been misinformed.<\/p>\n<p class=\"style-danger\">{{form.Add_the_correct_information_for_the_rager_here:}}<\/p>\n<p>We will make this clearer for future customers.<\/p>\n<p>Once again, we are sincerely sorry for this confusion and any inconvenience this may have caused you. Please do not hesitate to reach out to us if this doesn't resolve your issue.<\/p>\n<p>We are grateful for your feedback as it means we can continue to improve.&nbsp;<\/p>\n<p>Thank you,<br \/>{{form.Your_name}}<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"escalate-the-rager\">\n<h2>Escalate the rager<\/h2>\n<div class=\"text-content\">\n<p class=\"style-danger\" style=\"text-align: center;\">Monitor this review, but <strong>do not respond<\/strong>.&nbsp;<strong><br \/><\/strong><br \/>Escalate this review to your Review manager by sending the below email.<\/p>\n<p>A complaint should always be acknowledged and addressed, but a <strong>rager<\/strong> is simply there to incite anger. Don't feed them the very treat they are seeking.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"escalate-the-faker\">\n<h2>Escalate the faker<\/h2>\n<div class=\"text-content\">\n<p>Select the reasons why you feel this review is fake. You can select more than one reason.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"multi-choice-content form-field-content\">\n<div class=\"form-group\">\n   <label> Why do you believe this review is fake? <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"\">Multiple options can be selected from this list<\/option><\/select>\n  <\/div>\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      high number of reviews left on the same day\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      suspicious language \/ phrase repetition\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      abundance of spelling \/ grammar errors\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       4\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      the reviewers profile\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"text-content\">\n<p class=\"style-danger\" style=\"text-align: center;\">Monitor this review, but <strong>do not respond<\/strong>.&nbsp;<strong><br \/><\/strong><br \/>Escalate this review to your Review manager by sending the below email. They will be able to report or flag it to the marketplace as inappropriate.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"make-sure-the-review-is-recorded\">\n<h2>Make sure the review is recorded<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\"><strong>Make sure this review is captured in your review management software or database.&nbsp;<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"share-the-review\">\n<h2>Share the Review:<\/h2>\n<\/section>\n<section id=\"share-with-the-company\">\n<h2>Share with the company<\/h2>\n<div class=\"text-content\">\n<p>Share this feedback with the company by sending the below email.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"establish-if-the-review-should-be-shared-on-social-media\">\n<h2>Establish if the review should be shared on social media<\/h2>\n<div class=\"text-content\">\n<p>Work through the below list to establish if this review should be posted on social media.<\/p>\n<p>If each sub-task can be checked off, then this review can be sent to the social media manager so they can create a social post, similar to this one:<\/p>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/pAqAKDi5BeMlbToBZWdBXg.png\" alt=\"Establish if the review should be shared on social media\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/pAqAKDi5BeMlbToBZWdBXg.png\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Assess the review against the below criteria before sending it to the social media manager.<\/p>\n<\/p><\/div>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Can the review help to build trust with customers?\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Does the review have the potential to grow our reach?\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Will the review increase engagement and sales?\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       4\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Is the review likely to raise brand recognition?\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       5\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Does the review give us an edge over our competition?\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"text-content\">\n<p>If the review meets the above criteria, send this email to the social media manager, so they can publish the review on social media.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"confirm-if-the-review-should-be-shared\">\n<h2>Confirm if the review should be shared<\/h2>\n<div class=\"text-content\">\n<p>Complete the following fields to establish if this review needs to be shared with any other department.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Does the review need to be shared with another department? <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"email-department\">\n<h2>Email department<\/h2>\n<div class=\"text-content\">\n<p>Answer the following question to determine why you are sending this review to another department. You can select more than one reason.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"multi-choice-content form-field-content\">\n<div class=\"form-group\">\n   <label> Why do you need to send this review to another department? <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"\">Multiple options can be selected from this list<\/option><\/select>\n  <\/div>\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      I need an answer to a question\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      I need a solution to a problem\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      I feel the department can learn from this review and improve\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"text-content\">\n<p>Once you have established the reasons for sending this review to another department, send the email below.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"follow-up\">\n<h2>Follow Up:<\/h2>\n<\/section>\n<section id=\"confirm-if-a-followup-customer-message-is-needed\">\n<h2>Confirm if a follow-up customer message is needed<\/h2>\n<div class=\"text-content\">\n<p>Confirm if the customers review requires a follow-up response.&nbsp;<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Does this review require a follow up response? <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-info\" style=\"text-align: center;\"><strong>If the answer is ''Yes'', use dynamic due dates to set the date for the follow-up message. <\/strong><\/p>\n<p><strong>To find out how to set a dynamic due date, check <a href=\"https:\/\/www.process.st\/help\/docs\/dynamic-due-dates\/\" rel=\"nofollow noopener\" target=\"_blank\">this article<\/a> out.&nbsp;&nbsp;<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"send-follow-up-message\">\n<h2>Send follow up message<\/h2>\n<div class=\"text-content\">\n<h5 style=\"text-align: center;\"><strong>Time to follow up with the customer!&nbsp;<\/strong><\/h5>\n<\/p><\/div>\n<\/section>\n<section id=\"sources\">\n<h2>Sources:<\/h2>\n<div class=\"text-content\">\n<h3 style=\"text-align: center;\">Sources&nbsp;<\/h3>\n<ul>\n<li><a href=\"https:\/\/spiegel.medill.northwestern.edu\/_pdf\/Spiegel_Online%20Review_eBook_Jun2017_FINAL.pdf\" rel=\"nofollow noopener\" target=\"_blank\">Spiegel Research Centre&nbsp;<\/a>-&nbsp;<a href=\"https:\/\/spiegel.medill.northwestern.edu\/_pdf\/Spiegel_Online%20Review_eBook_Jun2017_FINAL.pdf\" rel=\"nofollow noopener\" target=\"_blank\">How Online Reviews Influence Sales<\/a><\/li>\n<li><a href=\"https:\/\/tinuiti.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Tinuiti<\/a>&nbsp;-&nbsp;<a href=\"https:\/\/tinuiti.com\/blog\/ecommerce\/best-ways-to-respond-to-negative-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\">How To Respond to Negative Reviews<\/a><\/li>\n<li><a href=\"https:\/\/www.brightlocal.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Bright Local<\/a>&nbsp;-&nbsp;<a href=\"https:\/\/www.brightlocal.com\/research\/local-consumer-review-survey\/\" rel=\"nofollow noopener\" target=\"_blank\">Local Consumer Review Survey<\/a><\/li>\n<li><a href=\"https:\/\/www.brightlocal.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Bright Local<\/a>&nbsp;-&nbsp;<a href=\"https:\/\/www.brightlocal.com\/blog\/types-of-reviewer\/\" rel=\"nofollow noopener\" target=\"_blank\">The 6 Types of Reviewer and How You Can Deal with Them<\/a><\/li>\n<li><a href=\"https:\/\/sproutsocial.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Sprout Social<\/a>&nbsp;-&nbsp;<a href=\"https:\/\/sproutsocial.com\/insights\/online-review-management\/\" rel=\"nofollow noopener\" target=\"_blank\">Creating an online review management strategy<\/a><\/li>\n<li><a href=\"https:\/\/www.localclarity.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Local Clarity<\/a>&nbsp;-&nbsp;<a href=\"https:\/\/www.localclarity.com\/wp-content\/uploads\/2018\/01\/ebook_review_management_localclarity_2018_property_management.pdf\" rel=\"nofollow noopener\" target=\"_blank\">Comprehensive Guide to Online Review &amp; Reputation Management&nbsp;<\/a><\/li>\n<li><a href=\"https:\/\/www.socialfish.org\/\" rel=\"nofollow noopener\" target=\"_blank\">Social Fish<\/a>&nbsp;-&nbsp;<a href=\"https:\/\/www.socialfish.org\/10-reasons-to-have-a-social-media-response-triage-flowchart-2\/\" rel=\"nofollow noopener\" target=\"_blank\">10 Reasons to Have a Social Media Response Triage Flowchart<\/a><\/li>\n<li><a href=\"https:\/\/rboa.com\/\" rel=\"nofollow noopener\" target=\"_blank\">RBOA<\/a>&nbsp;-&nbsp;<a href=\"https:\/\/rboa.com\/how-to-perform-social-media-triage\/\" rel=\"nofollow noopener\" target=\"_blank\">How to: Perform Social Media Triage&nbsp;<\/a><\/li>\n<li><a href=\"https:\/\/www.forbes.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Forbes<\/a>&nbsp;-&nbsp;<a href=\"https:\/\/www.forbes.com\/sites\/johnrampton\/2015\/04\/09\/10-tips-to-dealing-with-trolls\/#6c8809a654f4\" rel=\"nofollow noopener\" target=\"_blank\">10 Tips to Dealing With Trolls<\/a><\/li>\n<li><a href=\"https:\/\/www.carolroth.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Carol Roth<\/a>&nbsp;-&nbsp;<a href=\"https:\/\/www.carolroth.com\/blog\/tips-for-dealing-with-internet-trolls-and-haters-in-business\/\" rel=\"nofollow noopener\" target=\"_blank\">Tips for Dealing with Internet Trolls and Haters in Business<\/a><\/li>\n<li><a href=\"https:\/\/moz.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Moz<\/a>&nbsp;-&nbsp;<a href=\"https:\/\/moz.com\/blog\/fake-negative-reviews-on-google\" rel=\"nofollow noopener\" target=\"_blank\">How to Deal with Fake Negative Reviews on Google<\/a><\/li>\n<li><a href=\"https:\/\/www.which.co.uk\/\" rel=\"nofollow noopener\" target=\"_blank\">Which<\/a>&nbsp;-&nbsp;<a href=\"https:\/\/www.which.co.uk\/consumer-rights\/advice\/how-to-spot-a-fake-review\" rel=\"nofollow noopener\" target=\"_blank\">How to spot a fake review<\/a><\/li>\n<li><a href=\"https:\/\/www.yelp.co.uk\" rel=\"nofollow noopener\" target=\"_blank\">Yelp<\/a> - <a href=\"https:\/\/www.yelp.co.uk\/about\" rel=\"nofollow noopener\" target=\"_blank\">About&nbsp;<\/a><\/li>\n<li><a href=\"https:\/\/blog.yelp.com\" rel=\"nofollow noopener\" target=\"_blank\">Yelp<\/a> - <a href=\"https:\/\/blog.yelp.com\/2019\/07\/dos-donts-responding-to-reviews-yelp\" rel=\"nofollow noopener\" target=\"_blank\">Dos and don\u2019ts of responding to reviews on Yelp<\/a><\/li>\n<li><a href=\"https:\/\/www.wordstream.com\" rel=\"nofollow noopener\" target=\"_blank\">WordStream<\/a> - <a href=\"https:\/\/www.wordstream.com\/blog\/ws\/2013\/07\/22\/yelp-reviews\" rel=\"nofollow noopener\" target=\"_blank\">The Complete Guide to Yelp Reviews: Getting, Removing &amp; More<\/a><\/li>\n<li><a href=\"https:\/\/www.techrepublic.com\/\" rel=\"nofollow noopener\" target=\"_blank\">TechRepublic<\/a> - <a href=\"https:\/\/www.techrepublic.com\/article\/7-best-practices-for-managing-online-reviews-of-your-business\/\" rel=\"nofollow noopener\" target=\"_blank\">7 best practices for managing online reviews of your business<\/a><\/li>\n<li><a href=\"https:\/\/www.webfx.com\" rel=\"nofollow noopener\" target=\"_blank\">WebFX<\/a> - <a href=\"https:\/\/www.webfx.com\/blog\/marketing\/how-to-respond-to-yelp-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\">How to Respond to Yelp Reviews<\/a><\/li>\n<li><a href=\"https:\/\/www.revinate.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Revinate<\/a> - <a href=\"https:\/\/www.revinate.com\/blog\/responding-privately-to-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\">Responding Privately to Reviews<\/a><\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"related-checklists\">\n<h2>Related Checklists:<\/h2>\n<div class=\"text-content\">\n<h3 style=\"text-align: center;\">Related Checklists<\/h3>\n<ul>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-support-process-checklist\" rel=\"nofollow noopener\" target=\"_blank\">Customer Support Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/helpdesk-management\/\" rel=\"nofollow noopener\" target=\"_blank\">Helpdesk Management Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/it-service-call-process\/\" rel=\"nofollow noopener\" target=\"_blank\">IT Service Call Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-feedback-survey-process\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Feedback Survey Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/call-center-employee-onboarding-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Employee Onboarding Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/employee-onboarding-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">General Employee Onboarding Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/performance-management\/\" rel=\"nofollow noopener\" target=\"_blank\">Performance Management Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/daily-customer-service-duties\/\" rel=\"nofollow noopener\" target=\"_blank\">Daily Customer Service Duties<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-service-performance-review\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Service Performance Review<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/employee-performance-review-2\/\" rel=\"nofollow noopener\" target=\"_blank\">Employee Performance Review<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-service-training\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Service Training<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/records-management-training\/\" rel=\"nofollow noopener\" target=\"_blank\">Records Management Training<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-journey-map-template\/\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Journey Map Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/reduce-churn\/\" rel=\"nofollow noopener\" target=\"_blank\">Reduce Churn<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-service-performance-review\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Service Performance Review<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/employee-performance-review-2\/\" rel=\"nofollow noopener\" target=\"_blank\">Employee Performance Review<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-service-training\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Service Training<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/how-to-respond-to-negative-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\">How to Respond to Negative Reviews<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-journey-map-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Journey Map Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-feedback\/\" rel=\"nofollow noopener\" target=\"_self\">Customer Feedback<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-support-process-checklist\/\" rel=\"nofollow noopener\" target=\"_self\">Customer Support Process Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/customer-profiling\" rel=\"nofollow noopener\" target=\"_self\">Customer Profiling<\/a>&nbsp;<\/li>\n<\/ul><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Introduction to How to Respond to Yelp Reviews: This template will show you how to respond to Yelp reviews.&nbsp; Before anyone makes a purchase, visits a restaurant, goes on holiday or buys anything, they trawl through the reviews on Google, they look for recommendations on TripAdvisor and they read the advice of others on Yelp.&nbsp; [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":21947,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"cover_icon_emoji":"","cover_icon_url":"","tasks_count":"28","template_description":"Use this template to respond to customer reviews on Yelp.","template_id":"iTmzh-MZfoIfs5ZzMRFCgg","task_0":"Introduction to How to Respond to Yelp Reviews:","task_slug_0":"introduction-to-how-to-respond-to-yelp-reviews","task_1":"Enter checklist details","task_slug_1":"enter-checklist-details","task_2":"Decide if you want to respond publicly or privately","task_slug_2":"decide-if-you-want-to-respond-publicly-or-privately","task_3":"Confirm review type","task_slug_3":"confirm-review-type","task_4":"Analyze and Respond to the Review:","task_slug_4":"analyze-and-respond-to-the-review","task_5":"Establish how to respond to the positive review","task_slug_5":"establish-how-to-respond-to-the-positive-review","task_6":"Respond to the customer and add value","task_slug_6":"respond-to-the-customer-and-add-value","task_7":"Respond to the customer","task_slug_7":"respond-to-the-customer","task_8":"Select which reviewer type you are dealing with","task_slug_8":"select-which-reviewer-type-you-are-dealing-with","task_9":"Establish how to respond to the unhappy customer","task_slug_9":"establish-how-to-respond-to-the-unhappy-customer","task_10":"Give a solution to the unhappy customer","task_slug_10":"give-a-solution-to-the-unhappy-customer","task_11":"Supply the correct information to the unhappy customer","task_slug_11":"supply-the-correct-information-to-the-unhappy-customer","task_12":"Respond to the misguided customer","task_slug_12":"respond-to-the-misguided-customer","task_13":"Establish how to respond to the rager","task_slug_13":"establish-how-to-respond-to-the-rager","task_14":"Supply the correct information to the 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