+1 862 207 3288 The consumer reviews on Yelp ( www.yelp .com ) can be a promotional boon to any local business— provided the reviews are positive, of course. Negative reviews, fair or not, can affect a company’s reputation and drive away potential customers. Fortunately for business owners, sites like Yelp give them the means to respond to reviews, whether they want to apologize for poor service, offer some form of compensation, or correct misinformation in a review.
Your task: Search Yelp for a negative review (one or two stars) on any business in any city. Find a review that has some substance to it, not just a simple, angry rant. Now imagine that you are the owner of that business, and write a reply that could be posted via the “Add Owner Comment” feature. Use information you can fi nd on Yelp about the company and fi ll in any details by using your imagination. Remember that your comment will be visible to everyone who visits Yelp. (Be sure to review “We’re Under Attack! Responding to Rumors and Criticism in a Social Media Environment” on page 272 for tips.)
