Pelland Blog

Online Review Sites: Handle With Care

September 4th, 2013

In a recent post, I pointed out that it was necessary to take a proactive stance with regard to your business’ ranking on various consumer review sites. If you are lacking reviews on any particular online resource – or, worse yet, you have one or more unfounded negative reviews that are skewing readers’ opinions – you should make an effort to encourage positive input. The question is how to handle this task both properly and effectively.

Once again, a successful campground will be operated in a customer-friendly manner, and reviews of that campground are likely to be overwhelmingly positive. My advice is to proactively promote those reviews and the sites that contain the reviews, rather than simply reacting in a state of panic when a negative review appears, typically written by someone with an axe to grind.

Rather than hiding from reviews, campground owners should provide links to the major review sites – and to individual reviews – on their own websites and within the social media. Encourage your happy campers to post their own reviews, particularly if a review site has a less than stellar recent review of your park. The most recent reviews and the most intelligently written reviews (and responses) carry the greatest credibility. Older reviews or those written by somebody who is obviously on a rant are generally dismissed by readers.

What Is Different?

When taking this proactive stance at encouraging positive reviews, be careful not to cross any lines that might violate the policies of the review sites.

I recently made what I thought was a reasonable attempt at promoting one of our non-campground clients on Yelp. The client’s business was listed on Yelp, but had no reviews and, subsequently, no ranking. I added missing information to the client’s listing and uploaded photos. I then posted the following on their Facebook page:

“If you love our (products) and have visited our retail store, please take a moment to share your thoughts by writing a review on Yelp. It will only take a minute or two. When we have 5 reviews, we will choose one at random and that person will receive a $25.00 gift certificate. Thanks!” I then included a direct link to the listings page on Yelp.

One customer immediately posted a very flattering and positive review, with a 5-star rating. On the basis of this first review, our client then showed an overall 5-star rating … very briefly. Later that day, Yelp “filtered” the review, suggesting that it was of questionable origin. Apparently, our offer of the gift certificate – or possibly simply including a link to the listing page – crossed an imaginary line with Yelp, giving them the impression that we were bribing customers for their comments … which, of course, was far from the truth. A day or two later, the review was reinstated, with another review submitted soon afterward, and our client once again has a 5-star rating with two reviews, both highly positive.

To avoid this problem yourself, refer to Yelp’s review policy:

“The best word of mouth is organic and unsolicited. As counter-intuitive as it may seem, Yelp discourages business owners from asking people to write reviews about their businesses. It’s tough for an algorithm to tell the difference between a business owner aggressively putting a laptop in front of a client and saying, “Give me 5 stars!” and that same business owner flipping the laptop around and manufacturing a fake 5-star review about themselves.”

They continue, “As a general rule, Yelp has advised business owners not to offer incentives for reviews. It’s a slippery slope between the customer who is so delighted by her experience that she takes it upon herself to write a glowing review and the customer who is “encouraged” to write a favorable review in exchange for a special discount. In an effort to minimize spam and maximize trustworthiness of the site’s content, Yelp actively weeds out suspicious reviews through a combination of community self-policing and automated filtering; aggressively solicited reviews can ring hollow at times and end up flagged by users or the website for removal. The system is designed to ensure the reviews consumers rely on are as authentic and useful as possible.”

In other words, Yelp uses analytics to flag online review solicitations, and the worst case scenario could be the removal of your listing, not simply the filtering of the resulting review(s). Learn more about Yelp’s policy by following this link:

How Do You Handle This?

Yelp encourages businesses to link to both their listing page and to individual reviews. When you have one or more positive reviews, provide links to them on your website and on Facebook, Google+ and Twitter. Let the power of subtle persuasion influence new reviewers. You may also hand out printed cards with the URL to guests as they check out and rave about their stay, but avoid directly asking for reviews in your online newsletter, on your website, or on your social media pages.

There is a similar policy in place at TripAdvisor, outlined in an extensive network of forum posts. One somewhat extreme example outlines a hotel in England that offered guests 10% discounts and free room upgrades in exchange for positive reviews on TripAdvisor, the Good Food Guide, or the Michelin Guide. Read more, following this link, shortened using Google URL Shortener:

This scheme backfired and the property was red flagged, meaning that TripAdvisor posted that “individuals associated with this property may have interfered with traveler reviews” and showing users a record of the property’s alleged wrong-doing. How do you think that makes your listing look?

There are also companies that specialize in online reputation management, offering to repair damaged reputations for a fee, usually quite ineffectively. If you are considering a reputation management service, the damage has already been done, and you are no doubt at least indirectly responsible for the creation of that damage. There are even companies that will generate fake reviews for a fee, even though this practice is illegal in the United States, Great Britain, Ireland, France, Germany, and Italy. Quite naturally, those so-called “services” should never be considered. The best way to get positive reviews is to provide exemplary service that, in and of itself, will encourage people to share their enthusiasm!

This post was written by Peter Pelland

One Response to “Online Review Sites: Handle With Care”

  1. Peter Pelland Says:

    It has since been reported that Yelp is suing a California attorney for writing fake positive reviews for his law practice.