1. The Do’s and Don’ts of Responding … and How to Handle with Care Reviews:

2. 01 Who Uses Yelp 02 Private vs. Public Responses 03 Managing Your Reputation 04 Quality Controls

3. Who Uses Yelp and Why? 01

4. Why Yelp Exists: Connecting people with great local businesses.

5. Yelp: A look at the numbers. 142 Million monthly visitors 77 Million total reviews

6. Who uses Yelp? Relatively Affluent, Educated Adults

7. Since Day One: Our focus has been on creating a community of reviewers.

8. Click On Any User’s Profile To Learn More:

9. Yelp: A look at the numbers.

10. … In a Nielsen study, we found that…

11. … and that…

13. Private Vs. Public Responses 02

14. Start Here: www.biz.yelp.com

15. Connect with Customers: Send a Private Message

16. Connect with Customers: Post a Public Comment

17. Myth: Most Yelp reviews are negative.

18. 64% 13% 27% 39% Fact: Nearly 80% of Yelp reviews are 3-Stars of higher.

19. Managing Your Reputation 04

20. Negative Review? Stop, Drop & Roll.

21. Remember These Steps! Don't respond immediately. The best advice I've received is to sleep on it (although I typically lose sleep over such reviews). Waiting 24 hours can make all the difference. STEP ONE: STOP 01

22. Remember These Steps! Drop the prideful, defensive and harsh response. Let a trusted co-worker or friend read through your response before posting. Remember taking the high road is rarely a bad idea. STEP TWO: DROP 02

23. Remember These Steps! Roll with it. In the end, you can’t control the opinions of your clients. Attempt to mend any valid issues this person presented through their review. Keep providing the best possible service and products. Do those things and the more affectionate reviews will exponentially multiply! STEP THREE: ROLL 03

24. Stop, Drop & Roll Example: Incredible Wine and Spirits, Colorado.

25. Stop, Drop & Roll Example: A customers one–star review. “Bought some tequila and mix – they put both in a paper bag not designed to hold one, let alone both. As you can imagine, the bottle broke through the bag and $36 worth of tequila crashed to the ground. ” — Martine A.

26. Stop, Drop & Roll Example: A business owners response. “ Please accept my apologies…I can tell you this is simply what we are not committed to do. We will be happy to refund the bottle and provide a $25 gift card. ” — David D., General Manager

27. Stop, Drop & Roll Example: A customers updated five–star review. “I appreciate their acknowledgement of the issue, their promise to correct it and their generosity to make amends. A business that knows when to make something right is worth our patronage.” — Martine A.

28. Quality Control 04

29. Quality Controls: Yelp uses recommendation software.

30. Why Some Reviews Are Not Recommended

31. Quality Controls: Why some reviews come down.

32. Flagging Reviews

33. Get More Engagement 04

34. Optimize Your Listing: What’s the Benefit?

35. Don’t Ask For Reviews Just leave a trail of breadcrumbs.

36. Don’t Ask For Reviews Just leave a trail of breadcrumbs.

37. Additional Help USER SUPPORT TEAM yelp.com/contact BUSINESS SUPPORT CENTER biz.yelp.com/support BUSINESS OWNER LOG–IN biz.yelp.com

38. We know just the place.

39. Quick Note, Advertising Doesn’t Impact Reviews: