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Conseils de pro pour rédiger le meilleur message public ou direct



Cela parait évident, mais il est important de le souligner : vous ne pouvez pas plaire à 100% de vos clients, malgré tous vos efforts. Si vous n’êtes pas sûr de la manière d’aborder le dernier avis que votre commerce a obtenu sur Yelp, voici quelques bonnes pratiques pour rédiger la réponse parfaite :

Lorsque votre commerce à un avis négatif…

  • … et que l’utilisateur a soulevé une préoccupation légitime. Répondez publiquement. Prenez le temps de répondre à ses préoccupations et, si nécessaire, d’expliquer les changements que vous allez mettre en place ou proposez de faire amende honorable et invitez-le à revenir.
  • … et que vous considérez qu’il s’agit d’un simple coup de gueule ou d’un faux. Répondez publiquement ou directement. Nous recommandons toujours de privilégier le message direct en premier. Si un commentaire public est nécessaire, présentez poliment votre version de l’histoire. Les clients potentiels peuvent lire ces commentaires, et dans ce cas, être diplomate est la meilleure stratégie.
  • … et qu’il s’agit d’un simple malentendu. Répondez publiquement. Dans votre réponse, indiquez clairement votre politique commerciale et clarifiez les éventuelles inexactitudes.

Lorsque votre commerce obtient un avis positif…

  • … et que vous avez quelque chose à ajouter à l’avis de l’utilisateur. Répondez publiquement. Les commentaires publics sont un moyen pour les gérants d’ajouter une touche de couleur à l’avis de l’utilisateur. Utilisez cette opportunité pour offrir un merci « humain » et faites savoir que cela vous tient à coeur.
  • ….. et que vous n’avez rien à ajouter à l’avis de l’utilisateur. Répondez directement. Remerciez simplement l’utilisateur via un message direct.

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The information above is provided for educational and informational purposes only. It is not intended to be a substitute for professional advice and may not be suitable for your circumstances. Unless stated otherwise, references to third-party links, services, or products do not constitute endorsement by Yelp.

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