Comments on: Review Case Study: With More Than One Employee Process Becomes Key

By: lpn

lpn — Wed, 08 Dec 2010 14:31:12 +0000

Mike, thank you for this through and helpful review. I have a client who owns a small business and I’m helping the guy with his search engine optimization and I was also asked to do something about yelp. So far yelp has been really bad for them. Most reviews are negative and they haven’t worked hard enough to get those great reviews. I found some tips from your post which I will directly implement on my action plan.

By: MS

MS — Thu, 25 Mar 2010 05:01:29 +0000

Marketingseo

When I talked to the Yelp business outreach team they actually said they do NOT want businesses to ask their clients for reviews. They would like to see the reviews happen “organically.”

By: Tucson Local Business | Local Marketing Tucson

Tucson Local Business | Local Marketing Tucson — Fri, 19 Mar 2010 06:00:40 +0000

[...] Review Case Study: With More Than One Employee Process Becomes Key (blumenthals.com) [...]

By: Don Campbell

Don Campbell — Wed, 17 Mar 2010 15:14:27 +0000

Thank you Miriam!

When I talked to the Yelp business outreach team they actually said they do NOT want businesses to ask their clients for reviews. They would like to see the reviews happen “organically.”

This is a tough spot for a business type that doesn’t normally get reviews on Yelp; if they get one bad one that’s all people see for a long time. At least Yelp now provides the ability for the business to send a message to the reviewer to try to resolve the issue and ask them to adjust their review if they are satisfied, and the ability to publicly comment on the review too.

Still, I think Yelp needs to go even further to help the business owner in situations like these because the reviews can really impact their business. For example, if the business has real customers leave legitimate reviews on Yelp, Yelp should not remove them and blame it on “the algorithm.”

By: MiriamEllis

MiriamEllis — Wed, 17 Mar 2010 05:46:14 +0000

This may be my favorite post in the series so far. I’m just getting to know Don a little bit and I’m awfully impressed with the way he helps clients, as well as his enthusiasm about reviews. The reason I like this article so much is that it details exactly how the doctor and her staff are going about obtaining reviews. It’s wonderful to see this set out so clearly.

I also would LOVE for Yelp to happen by and read why Don isn’t advising his client to list Yelp as a review source. I found that to be very interesting and relevant.

Really enjoyable post. Way to go, Don & Randy!

By: Randy Hew

Randy Hew — Tue, 16 Mar 2010 18:29:12 +0000

@earlpearl

There is definitely a possibility of receiving a poor review. The intent of putting the process in place was to encourage her patients to leave an “authentic” online review.

I think what makes the online reviews authentic as well is if you take a look at her online reviews there is consistent stream of a 3-10 reviews being left every month.

So far all of her reviews have been positive, she works with all her patients personally and has a great relationship with most of them. But having a couple of avg reviews or even a negative review i don’t think would necessarily be a bad thing given the amount of positive reviews she has. The poor review would probably be seen more as a reflection of the reviewer than the business.

If the trend was primarily negative reviews than that would be a different story.

That being said the office asks “most” of their patient for a review, especially the ones they have a really good relationship with. But, there are some patients they do decide not to ask or encourage to leave a review.

By: earlpearl

earlpearl — Tue, 16 Mar 2010 14:24:36 +0000

Nice process, nice description. One thing is there is no internal review. Haven’t looked at the reviews but the office could send out a request and a patient/customer could be less than satisfied and write a poor review.

What is done about that possibility?