Recently, the Burrell Law Firm accomplished the unicorn of small business digital reputation management: Getting negative reviews removed off of Yelp and other platforms.
When combatting a negative review, a small business should:
Review the Platform’s Guidelines. If a post, negative or otherwise, violates a platform’s guidelines, the platform will remove the post. Negative review posts may contain prohibited items, such as personal information or inaccurate information.
Contact the Reviewer Directly. Often, a negative experience is the result of poor communication and other outlier issues. By reaching out, management shows that the business cares about its customers. Such repaired rapport may lead to additional customers.
Good luck out there!