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¿Es mejor enviar un mensaje privado o realizar un comentario público?

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Yelp Inc.

Cuando alguien escribe una reseña sobre tu empresa en Yelp, como propietario de negocio tienes dos opciones disponibles para responder y conectar con esos clientes. La primera opción es, enviar un mensaje privado y la segunda, publicar un comentario público.


Evalúa la posibilidad de enviar un mensaje privado para…


➛ Agradecer su tiempo a aquellos clientes satisfechos que han escrito y compartido en Yelp una reseña positiva de tu negocio.


➛ Tomar el primer paso y contactar con los clientes que han quedado menos satisfechos. Como sabes, es tan importante responder diplomáticamente y agradecer a las personas por sus comentarios como solicitarles cualquier información adicional acerca de su experiencia en tu negocio para poder analizarla y poder mejorarla, si ese fuera el caso. Si lo consideras necesario, siempre puedes proporcionar tu contacto, en el caso de que desees comunicarte con estas personas por otro medio que no sea Yelp.


Considera la posibilidad de publicar un comentario público cuando…


➛ Quieras compartir novedades o cambios que has introducido en tu negocio como consecuencia de la reseña de un cliente, o para aclarar cualquier cosa que consideres que no es correcta de una reseña. Recuerda que esta es una de las mejores herramientas que puedes utilizar como relaciones públicas cuando la utilizas adecuadamente para responder de una forma rápida, exponer tu política (o compartir los cambios que has hecho desde que una reseña fue publicada) y dar las gracias por sus comentarios.

➛ Desees comunicarte con aquellas personas que han realizado críticas negativas. También es muy bueno que muestres tu agradecimiento y hables con aquellas personas que hicieron reseñas positivas y que quedaron satisfechas en tu negocio.

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