Yelp is one of the most influential online marketing tools for businesses today, as millions of potential customers flock to the site to determine the best merchants and service providers in their area. The website is driven by reviews given by customers. This can work in the favor of a business that receives multiple positive reviews on Yelp. However, negative reviews on Yelp can prove detrimental to a business. While you cannot remove a bad review on Yelp, there are steps you can take to increase positive reviews and improve your business reputation.
Navigate to the Yelp homepage and locate your business through the search feature. Click the name of your business on the search results page.
Locate the negative review you wish to address. Click "Add owner comment" located in the bottom right corner of the negative review.
Login to the "Yelp for Business Owners" page, if you have not already done so. If you do not have an account, create one by clicking "Create your free account now" and follow the onscreen instructions to complete your login.
Return to the review page and address the negative review on Yelp directly. As the business owner, you can respond to negative reviews and present your side of the story or attempt to resolve the matter. State that you are sorry the customer had a negative experience at your place of business. Offer a steep discount or even a free service as an opportunity to rectify the situation with that customer. Encourage her to write a revised review of your business, once she has returned to your business.
Encourage your loyal customers to write reviews on Yelp. Since Yelp reviews are displayed in chronological order, a number of positive reviews can push a negative review to the next page, where potential customers are less likely to view it.