Corey Danes, Associate Director, Business Outreach for Yelp reached out after my article was published on July 24th - "Losing Sleep Over Yelp?" - and offered some feedback, specifically that solicited reviews are not recommended. When I responded that I have talked to Yelp customer service on more than one occasion and they made it clear that you can encourage a client to review your company on Yelp, but not pay or provide an incentive, he did not agree. Read his response below.
CD: "This is incorrect guidance, and if you recall the employees you spoke with, I'd like to pass those names along to our accountability and compliance team: No employee at Yelp should suggest a business owner encourage customers to write reviews."
P>BT: What advice would Yelp give Operators on getting reviews and having those reviews stick?
CD: "First and foremost, offer stellar customer experiences. From there, we suggest leaving a trail of breadcrumbs; add Yelp buttons and badges to websites, customer newsletters and email signatures, and request a Find Us On Yelp sticker."
As an aside, the only problem I have with breadcrumbs is that the lunatic reviewers don't seem to need them - in fact, they would eat the breadcrumbs if given the chance.
BT: Why would a review not be recommended from a client who has first hand experience with my company?
CD: "There are a number of reasons why a review wouldn't be recommended and you can find an in-depth explanation in our support center, alongside a quick video that explains why we rely on automated software to protect consumers and business owners alike."
Good to know Corey - we'll all sleep better knowing that Yelp's automated software is working to protect us.
- Bob
