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Online Reviews: The Do’s and Don’ts of Responding
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AppFolio
Complete Solution Includes:
Web-Based Property Management Software
•Property management and accounting
•Online rent collection (free)
•Prospect / guest card tracking
•Marketing
•Website
•Payment processing
•Online applications
•Resident Screening
So You Run A More Successful Business
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• Leading Education Provider
• Apartment-Industry Specific Training
• Vision Learning Management System (LMS)
• www.gracehilllearning.com
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What we’ll cover
This live demo will cover:
- Who uses Yelp?
- Common myths about online reviews
- How to use your free review response tools
- Best practices for responding to your reviewers
- Why Yelp discourages review solicitation
- Q & A
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Now More Than Ever, Consumers Rely on Online Reviews
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The Yelp App: Coming to a Device Near You!
• Yelp mobile app is used on of 9.2 million unique mobile devices (Q4 2012)
• Approximately 45% of all searches on Yelp come from our mobile apps.
• Every second, a consumer generated directions to or called a business from a Yelp app.
•A photo was uploaded at least every 30 seconds from the Yelp app.
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US Demographics:
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Common Myths About Online Reviews
1. Reviewers Are All Anonymous
2. Consumers Are More Likely To Share Negative Experiences
3. Most Online Reviews Are Fake or Spam
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Misconception #1
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Misconception #2
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FACT: 80% of Yelp Reviews are 3-Stars or Higher
Distribution of All Reviews
Critical reviews play an important role too:• A variety of experiences are consistent with real life• You can’t please 100% of your customers 100% of the
time
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POLLING QUESTION
Is it possible for a PM to achieve a four or five star overall rating?
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Is it Possible for Property Managers to be Highly Rated?
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Misconception #3
“Every fake review the Texan bought was flagged by Yelp’s algorithms, though his fraudulent reviews remain up on the seven other sites.”
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Why Reviews Come Down
All businesses are equal in this regard.(Advertisers & non-advertisers treated equally; filtered reviews
viewable.)
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Start Here: www.biz.yelp.com
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Connect with Customers
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Tip #1: Post Public Comments You Can Be Proud Of…
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Public Comment from Business Owner
Tip #2: Say‘Thank You’& State Your Policy
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Initial Review: 1 Star
Review Update: 4 Stars
Tip #3: Respond Promptly & Take Appropriate Action
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POLLING QUESTION
Do you currently respond to online reviewers?
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Reputation Management: Achieving a Strong Online Presence
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Do Let People Know You’re on Yelp,
But Don’t Ask For Reviews
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Provide Great Service!
Update Your Email Signature
Create a Check-In Offer or Yelp Deal
In-Office & Newsletter Marketing
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What we covered
To recap:
- Yelp has quality controls to protect business owners and
consumers.
- You’ve learned how to use Yelp’s review response tools.
- You know when to send a private message vs. public
comment.
- You understand why responding diplomatically is
recommended.
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Questions?Biz.yelp.com/blog
www.yelp.com/contact