Consejos para responder adecuadamente a las reseñas

October 12, 2015

Si tienes dudas sobre cuál es la mejor forma de contestar a las personas que han escrito sobre tu empresa en Yelp, aquí tienes nuestros consejos:

Si recibes un comentario negativo…

…y el usuario ha planteado una preocupación real. Nuestra recomendación es que respondas públicamente. Tómate el tiempo que necesites para atender sus inquietudes y, si es necesario, explicar los cambios que vas a hacer, ofrecerte a reparar el daño e invitarle a volver.
…y al leerlo observas que es como una rabieta o es falso. Responde públicamente o en privado. Siempre recomendamos hacerlo por mensaje directo primero. Si crees que es necesario un comentario público, muestra cortésmente tu versión de los hechos. Los clientes potenciales pueden leer estos comentarios, por lo que ser educado y positivo es la mejor estrategia.
…y es un simple malentendido. Responde públicamente. En tu respuesta puedes exponer claramente tu política de empresa y aclarar cualquier dato equivocado.

Si recibes un comentario positivo…

…y quieres añadir algo a la opinión del usuario. Responde públicamente. Los comentarios públicos son una forma de que los propietarios de negocios aporten algo más a las reseñas. Aprovecha esta oportunidad para dar las gracias y hacerles saber que te importa su opinión y la tienes en cuenta.
…y no tienes nada que añadir a la opinión del usuario. Responde en privado. Simplemente da las gracias al usuario a través de un mensaje directo.

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.

Business resources, delivered to your inbox

Get the latest blog content, info on virtual events, and the occasional freebie.

By continuing, you agree to Yelp’s Terms of Service and acknowledge Yelp’s Privacy Policy.

You may also like

5 small business advantages in a big brand world

June 7, 2023

It can be tough for small businesses to stand out in a crowded marketplace, especially when it comes to large,…

Bake storytelling into your business: 3 branding ideas from Best Damn Cookies

June 1, 2023

The team behind gourmet bakery Best Damn Cookies shares how they bake storytelling into their business model—from their menu and…

Key business strategies for building customer trust

June 1, 2023

From telling your authentic story to sharing positive reviews, there are a number of ways you can create a trustworthy…

[gravityform id="4" title="false" ajax="true"]

<div class='gf_browser_unknown gform_wrapper gform_legacy_markup_wrapper' id='gform_wrapper_4' ><div id='gf_4' class='gform_anchor' tabindex='-1'></div> <div class='gform_heading'> <span class='gform_description'></span> </div><form data-form-name='Newsletter Signup Popup' method='post' enctype='multipart/form-data' target='gform_ajax_frame_4' id='gform_4' action='/businesses/consejos-para-responder-adecuadamente-a-las-resenas/#gf_4' novalidate> <div class='gform_body gform-body'><ul id='gform_fields_4' class='gform_fields top_label form_sublabel_below description_below'><li id="field_4_1" class="gfield field_sublabel_below field_description_below hidden_label gfield_visibility_visible gf-email" data-field-class="gf-email" data-js-reload="field_4_1"><label class='gfield_label screen-reader-text' for='input_4_1' >youremail@address.com</label><div class='ginput_container ginput_container_email'> <input name='input_1' id='input_4_1' type='email' value='' class='large' placeholder='youremail@address.com' aria-invalid="false" /> </div></li><li id="field_4_2" class="gfield gform_validation_container field_sublabel_below field_description_below gfield_visibility_visible" data-js-reload="field_4_2"><label class='gfield_label' for='input_4_2' >Email</label><div class='ginput_container'><input name='input_2' id='input_4_2' type='text' value='' autocomplete='new-password'/></div><div class='gfield_description' id='gfield_description_4_2'>This field is for validation purposes and should be left unchanged.</div></li></ul></div> <div class='gform_footer top_label'> <input type='submit' id='gform_submit_button_4' class='gform_button button' value='Submit' onclick='if(window["gf_submitting_4"]){return false;} if( !jQuery("#gform_4")[0].checkValidity || jQuery("#gform_4")[0].checkValidity()){window["gf_submitting_4"]=true;} ' onkeypress='if( event.keyCode == 13 ){ if(window["gf_submitting_4"]){return false;} if( !jQuery("#gform_4")[0].checkValidity || jQuery("#gform_4")[0].checkValidity()){window["gf_submitting_4"]=true;} jQuery("#gform_4").trigger("submit",[true]); }' /> <input type='hidden' name='gform_ajax' value='form_id=4&title=&description=1&tabindex=0' /> <input type='hidden' class='gform_hidden' name='is_submit_4' value='1' /> <input type='hidden' class='gform_hidden' name='gform_submit' value='4' /> <input type='hidden' class='gform_hidden' name='gform_unique_id' value='' /> <input type='hidden' class='gform_hidden' name='state_4' value='WyJbXSIsImE0YjFiMmUxY2IxMWVhYTljM2FhNzdkODk4NDUzZmY0Il0=' /> <input type='hidden' class='gform_hidden' name='gform_target_page_number_4' id='gform_target_page_number_4' value='0' /> <input type='hidden' class='gform_hidden' name='gform_source_page_number_4' id='gform_source_page_number_4' value='1' /> <input type='hidden' name='gform_field_values' value='' /> </div> </form> </div> <iframe style='display:none;width:0px;height:0px;' src='about:blank' name='gform_ajax_frame_4' id='gform_ajax_frame_4' title='This iframe contains the logic required to handle Ajax powered Gravity Forms.'></iframe> <script> gform.initializeOnLoaded( function() {gformInitSpinner( 4, 'https://blog.yelp.com/wp-content/plugins/gravityforms/images/spinner.svg' );jQuery('#gform_ajax_frame_4').on('load',function(){var contents = jQuery(this).contents().find('*').html();var is_postback = contents.indexOf('GF_AJAX_POSTBACK') >= 0;if(!is_postback){return;}var form_content = jQuery(this).contents().find('#gform_wrapper_4');var is_confirmation = jQuery(this).contents().find('#gform_confirmation_wrapper_4').length > 0;var is_redirect = contents.indexOf('gformRedirect(){') >= 0;var is_form = form_content.length > 0 && ! is_redirect && ! is_confirmation;var mt = parseInt(jQuery('html').css('margin-top'), 10) + parseInt(jQuery('body').css('margin-top'), 10) + 100;if(is_form){jQuery('#gform_wrapper_4').html(form_content.html());if(form_content.hasClass('gform_validation_error')){jQuery('#gform_wrapper_4').addClass('gform_validation_error');} else {jQuery('#gform_wrapper_4').removeClass('gform_validation_error');}setTimeout( function() { /* delay the scroll by 50 milliseconds to fix a bug in chrome */ jQuery(document).scrollTop(jQuery('#gform_wrapper_4').offset().top - mt); }, 50 );if(window['gformInitDatepicker']) {gformInitDatepicker();}if(window['gformInitPriceFields']) {gformInitPriceFields();}var current_page = jQuery('#gform_source_page_number_4').val();gformInitSpinner( 4, 'https://blog.yelp.com/wp-content/plugins/gravityforms/images/spinner.svg' );jQuery(document).trigger('gform_page_loaded', [4, current_page]);window['gf_submitting_4'] = false;}else if(!is_redirect){var confirmation_content = jQuery(this).contents().find('.GF_AJAX_POSTBACK').html();if(!confirmation_content){confirmation_content = contents;}setTimeout(function(){jQuery('#gform_wrapper_4').replaceWith(confirmation_content);jQuery(document).scrollTop(jQuery('#gf_4').offset().top - mt);jQuery(document).trigger('gform_confirmation_loaded', [4]);window['gf_submitting_4'] = false;wp.a11y.speak(jQuery('#gform_confirmation_message_4').text());}, 50);}else{jQuery('#gform_4').append(contents);if(window['gformRedirect']) {gformRedirect();}}jQuery(document).trigger('gform_post_render', [4, current_page]);} );} ); </script>

[gravityform id="4" title="false" ajax="true"]

<div class='gf_browser_unknown gform_wrapper gform_legacy_markup_wrapper' id='gform_wrapper_4' ><div id='gf_4' class='gform_anchor' tabindex='-1'></div> <div class='gform_heading'> <span class='gform_description'></span> </div><form data-form-name='Newsletter Signup Popup' method='post' enctype='multipart/form-data' target='gform_ajax_frame_4' id='gform_4' action='/businesses/consejos-para-responder-adecuadamente-a-las-resenas/#gf_4' novalidate> <div class='gform_body gform-body'><ul id='gform_fields_4' class='gform_fields top_label form_sublabel_below description_below'><li id="field_4_1" class="gfield field_sublabel_below field_description_below hidden_label gfield_visibility_visible gf-email" data-field-class="gf-email" data-js-reload="field_4_1"><label class='gfield_label screen-reader-text' for='input_4_1' >youremail@address.com</label><div class='ginput_container ginput_container_email'> <input name='input_1' id='input_4_1' type='email' value='' class='large' placeholder='youremail@address.com' aria-invalid="false" /> </div></li><li id="field_4_2" class="gfield gform_validation_container field_sublabel_below field_description_below gfield_visibility_visible" data-js-reload="field_4_2"><label class='gfield_label' for='input_4_2' >Email</label><div class='ginput_container'><input name='input_2' id='input_4_2' type='text' value='' autocomplete='new-password'/></div><div class='gfield_description' id='gfield_description_4_2'>This field is for validation purposes and should be left unchanged.</div></li></ul></div> <div class='gform_footer top_label'> <input type='submit' id='gform_submit_button_4' class='gform_button button' value='Submit' onclick='if(window["gf_submitting_4"]){return false;} if( !jQuery("#gform_4")[0].checkValidity || jQuery("#gform_4")[0].checkValidity()){window["gf_submitting_4"]=true;} ' onkeypress='if( event.keyCode == 13 ){ if(window["gf_submitting_4"]){return false;} if( !jQuery("#gform_4")[0].checkValidity || jQuery("#gform_4")[0].checkValidity()){window["gf_submitting_4"]=true;} jQuery("#gform_4").trigger("submit",[true]); }' /> <input type='hidden' name='gform_ajax' value='form_id=4&title=&description=1&tabindex=0' /> <input type='hidden' class='gform_hidden' name='is_submit_4' value='1' /> <input type='hidden' class='gform_hidden' name='gform_submit' value='4' /> <input type='hidden' class='gform_hidden' name='gform_unique_id' value='' /> <input type='hidden' class='gform_hidden' name='state_4' value='WyJbXSIsImE0YjFiMmUxY2IxMWVhYTljM2FhNzdkODk4NDUzZmY0Il0=' /> <input type='hidden' class='gform_hidden' name='gform_target_page_number_4' id='gform_target_page_number_4' value='0' /> <input type='hidden' class='gform_hidden' name='gform_source_page_number_4' id='gform_source_page_number_4' value='1' /> <input type='hidden' name='gform_field_values' value='' /> </div> </form> </div> <iframe style='display:none;width:0px;height:0px;' src='about:blank' name='gform_ajax_frame_4' id='gform_ajax_frame_4' title='This iframe contains the logic required to handle Ajax powered Gravity Forms.'></iframe> <script> gform.initializeOnLoaded( function() {gformInitSpinner( 4, 'https://blog.yelp.com/wp-content/plugins/gravityforms/images/spinner.svg' );jQuery('#gform_ajax_frame_4').on('load',function(){var contents = jQuery(this).contents().find('*').html();var is_postback = contents.indexOf('GF_AJAX_POSTBACK') >= 0;if(!is_postback){return;}var form_content = jQuery(this).contents().find('#gform_wrapper_4');var is_confirmation = jQuery(this).contents().find('#gform_confirmation_wrapper_4').length > 0;var is_redirect = contents.indexOf('gformRedirect(){') >= 0;var is_form = form_content.length > 0 && ! is_redirect && ! is_confirmation;var mt = parseInt(jQuery('html').css('margin-top'), 10) + parseInt(jQuery('body').css('margin-top'), 10) + 100;if(is_form){jQuery('#gform_wrapper_4').html(form_content.html());if(form_content.hasClass('gform_validation_error')){jQuery('#gform_wrapper_4').addClass('gform_validation_error');} else {jQuery('#gform_wrapper_4').removeClass('gform_validation_error');}setTimeout( function() { /* delay the scroll by 50 milliseconds to fix a bug in chrome */ jQuery(document).scrollTop(jQuery('#gform_wrapper_4').offset().top - mt); }, 50 );if(window['gformInitDatepicker']) {gformInitDatepicker();}if(window['gformInitPriceFields']) {gformInitPriceFields();}var current_page = jQuery('#gform_source_page_number_4').val();gformInitSpinner( 4, 'https://blog.yelp.com/wp-content/plugins/gravityforms/images/spinner.svg' );jQuery(document).trigger('gform_page_loaded', [4, current_page]);window['gf_submitting_4'] = false;}else if(!is_redirect){var confirmation_content = jQuery(this).contents().find('.GF_AJAX_POSTBACK').html();if(!confirmation_content){confirmation_content = contents;}setTimeout(function(){jQuery('#gform_wrapper_4').replaceWith(confirmation_content);jQuery(document).scrollTop(jQuery('#gf_4').offset().top - mt);jQuery(document).trigger('gform_confirmation_loaded', [4]);window['gf_submitting_4'] = false;wp.a11y.speak(jQuery('#gform_confirmation_message_4').text());}, 50);}else{jQuery('#gform_4').append(contents);if(window['gformRedirect']) {gformRedirect();}}jQuery(document).trigger('gform_post_render', [4, current_page]);} );} ); </script>