Have you ever gotten a negative review on Yelp, Google, or another online review site? While it can be extremely frustrating to get a negative review, it can also be a great customer service opportunity. Watch today’s video to see how an heating and air company in Boulder regularly turns negative reviews into Gold and proactively improves their product.
I was recently delivering a presentation of How to Dominate Your Market with Online Reviews at the FarWest Show -- the largest green industry conference in the West -- when the audience literally BOOED when I asked how they felt about Yelp!
They were frustrated that some of their Yelp Reviews Weren’t Displayed… with negative reviews… and with online reviews and the internet at large.
As a business owner, I can relate. It’s frustrating when you get a negative review online.
One of our Core Values at Ramblin Jackson is to Be Human and Pick Up the Damn Phone.
Ed Minnick is the president of Meyers Heating and Air Conditioning in Boulder. He graciously proofread my book Get FOUND Online: The Local Business Owner’s Guide to Digital Marketing.
While he was reading the book, he got a bad review on Yelp! First, he emailed me kind of late on a Friday. Before I could reply, he emailed me again later that night that he read my Reviews chapter and figured out how to reply. Awesome!
Just this week -- Ed called me and told me about how he got two negative Yelp reviews. What did he do? He replied personally and asked them to call him. Then, he listened. He worked it out. One of them removed the review, and the other updated her review to share her positive experience.
This is just part of what has made Ed so successful.
“My new website rolled what, Jessica, where are you? 90 days ago. March 1st. My March to April, my web traffic was up 131%. My May to April was up 47% or 50%, Leia, I think. So I'm up pushing 200% in 60 days of people visiting and finding me. Typical, I call them estimate requests. People are like ... It's hot. I get it. We're an air conditioning company. It's hot. We're going to get calls when it's hot. But we're not weather driven. We're SEO driven and weather influenced. My leads and my estimate requests started really ramping up before it got hot. So interestingly enough, I've had 130 requests for estimates since June 1 until the 13, which is like ... Whoa. Now I got to hire more damn people. So you need to build me an employment page, right?” Ed said at our book launch party -- shortly after we launched his new website.
If a guy like Ed -- who runs a multi-million dollar business -- can make time to reach out, pick up the damn phone, and take care of a customer… what’s your excuse?
Do you have what it takes to Be Excellent and WIN?
Maybe you do, but you don’t know what to say or how to reply -- and that’s how I can help.
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