Tips to Manage Negative Reviews from Yelp Expert Darnell Holloway

Whether you have reviews on Yelp, ActivityHero, Google, or Facebook, these tips can help you manage your public presence online.

The possibility of a negative review makes many owners of summer camps and kids’ classes feel nervous about online reviews.


Listen to Yelp expert Darnell Holloway gives advice on how to use reviews to grow your business.

 

Online reviews and parent testimonials are an important part of the decision process to enroll a child at a summer camp or kids’ class. ActivityHero’s CEO Peggy Chang recently interviewed Darnell Holloway, Director of Business Outreach at Yelp, for advice on how to use reviews effectively and to manage your public presence.

Holloway is often referred to as the “Yelp Coach” and has helped countless businesses navigate the world of online reviews since 2009. In the podcast, Holloway gives advice on situations such as:

  • How to respond to negative online reviews
  • Ways to encourage your customers to write reviews (without asking them)
  • How to manage customer expectations such as cancellation policies

Use Reviews Effectively

Holloway shares an effective approach to customer service that keeps customers coming back:

  1. Have a 5-star state of mind, but you don’t have to have a perfect 5-star rating. A Northwestern University study found that people will be skeptical if all reviews are 5-stars.
  2. Responding to negative reviews needs to be a priority. Yelp studies have shown that if you respond within 24 hours and have a diplomatic and customer service oriented response, you have a 33% better chance of getting a better rating.
  3. Respond to positive reviews too – it shows that you are listening and deepens your relationship with happy customers.

Manage Your Public Presence

Most camps and kids’ activities have a Yelp profile page, even if they did not create it themselves. As Holloway explains in the podcast, businesses can claim their Yelp page for free and should make sure their business is categorized correctly as a summer camp or a certain activity type. He also gives tips for how to manage a Yelp profile if a business doesn’t have a permanent location.

Whether you have reviews on Yelp, ActivityHero, Google, Facebook or other online channels, these tips can help you manage your public presence and make online reviews a marketing asset. According to a recent BrightLocal survey, consumers read an average of 7 reviews before trusting a business. 

More from ActivityHero

Planning for 2022: A Recap of our Live Workshop

Learn about camp and class provider outlooks for next year and review trending topics such as vaccinations, inflation, hiring, and more.

Staff Training Tips & Best Practices Workshop

This free kids activity provider workshop discussed different ways to conduct group training and self-paced training.

Tips for Visual Storytelling

Enhance your camp & class business online with these simple tips for taking and editing photos.

ActivityHero vs Eventbrite

While most companies have set up their own websites to market and promote their business, deciding which company to partner with for back-end reservation services is more difficult.

Camp Cancellation Policies 2021

Many camps have updated their cancellation and refund policies due to the coronavirus pandemic. See what others are doing so you can decide what’s best for your camp.

Best of 2021 on ActivityHero

ActivityHero hosts the Best of Awards for kids activity providers each year. The final awards were based on the number of votes, reviews and overall rating from families in 2021.

SEO Tips & Tricks

Whether you teach an art or music class, coding, chess or sports camp – let us help you fill your camps and classes with happy kids! In this free SEO workshop, we discuss actionable steps you can take to drive more traffic to your website.

Camp Trends 2021 White Paper

As parents and their kids start to determine what to do when school is out in the next few months, here are some key factors ActivityHero has observed in our community.

How to List Your On-Demand Activities

Content creators can add pre-recorded videos, printables, and other on-demand content using our provider dashboard.

5 Top Reasons Parents Will – or Won’t – Pick a Camp for Their Kids

If you want to position your camp as a top pick for parents, pay attention to how you communicate the top five things that drive camp registration decisions.

Time is money

Save time using ActivityHero’s all-in-one registration software