If you think it’s only large businesses that need to worry about their online reputation, the Wall Street Journal wants to remind you otherwise. They take a look at the effects of negative reviews on small businesses and give an example of a spa owner who discovered she had a 2 1/2 star rating on Yelp.com.
Using Yelp’s email system, she typed out messages to each downbeat reviewer to find out more about what went wrong — and to try to make it right. And she sent a thank you to the happy customer. Then she added to her email newsletter a note encouraging regular clients to get online and share their good experiences. Several stressful months later, the spa’s rating had climbed to an acceptable four stars.