“Writers … fall into two groups: those who bleed copiously and visibly at any bad review, and those who bleed copiously and secretly at any bad review.” Isaac Asimov specified writers in this famous quote, but his words could apply to business owners as well. You might be too emotionally attached to read what Yelpers are saying about your brainchild, but someone in your business needs to keep an eye on review sites. Explore four reasons why you shouldn’t ignore those online reviewers.
1. You Get a Second Chance
Of course, you wish your customers would talk to you directly when they have an issue and spread the word to others when they’re happy. Customers don’t always follow that model. Instead, they often choose to leave your business by fuming and venting on a review site.All is not lost, however. Occasionally, you can reach out to that reviewer, briefly explain why the experience isn’t typical of your business, and entice the person to give you a second chance by offering a free product or service.
