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W&D Weekly
October 29, 2014
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2014 Dealer of the Year Awards

Window & Door is honored to announce the winners of its 2014 Dealer of the Year Awards. Each year, the Dealer of the Year program recognizes window and door retailers and distributors that stand out among their peers as innovators in terms of business practices, sales strategies, customer service, installation methods and community service... See the Winners



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The Talk

By Welton Hong, Ring Ring Marketing

Yelp has become the default option homeowners use for third-party reviews. Plus, both Bing and Yahoo Local now pull reviews directly from Yelp, which has greatly expanded its power.

Getting hit by a number of negative reviews—legitimate or otherwise—can be extremely damaging to your reputation. And, very few or low-scoring reviews can greatly undermine credibility.

But, if your business has a great quantity and quality of customer reviews on the website, the sales process becomes much easier. Businesses that get a lot of reviews typically rank higher in local searches. And, obviously, the more positive reviews you get, the more that improves your overall score, which gives negative reviews less weight.

Responding to negative reviews
If you do get a negative review, never respond on the platform by criticizing the reviewer or arguing over the merits of the review. This always backfires. Nothing will hurt your credibility more than appearing angry or combative in your comments. Most importantly, try not to get upset.

Instead, reach out in a positive manner: inquire about anything that might have been unclear in the review. Depending on the situation, you can do this through a private message or by commenting directly on the review.

If the harsh critique was fair, apologize and promise to correct the problem moving forward. If it wasn’t, don’t argue. Seek to determine why the reviewer knocked your business and try to win the reviewer over. Many will update a bad review after a good interaction with the business owner.

Getting positive reviews
Yelp has a policy prohibiting businesses from soliciting reviews. But, there are many ways to subtly encourage satisfied customers to review your business. This can include adding a link to your Yelp page on customer follow-up emails or adding a “Review Us on Yelp” sign at your showroom (Yelp provides one), among other options.

Regardless of how you go about it, you should never offer a quid-pro-quo for a positive review. If Yelp gets the impression you’re trying to pay or otherwise reward people for positive marks, it will hammer you, and that can be devastating. Focus on organically generating positive Yelp marks by providing great service and encouraging your happiest customers to post their opinions.

How do you handle Yelp reviews? Take this week’s poll, post a comment, and/or email me with comments.

How Do You Manage Yelp Reviews?
I regularly monitor my businessís ratings on Yelp, and work to mitigate negative reviews and promote
I regularly monitor my businessís ratings on Yelp, but I rarely or never address the reviews I recei
I pay no attention to Yelp, because I donít think it significantly affects my reputation with potent
I want nothing to do with Yelp, because I donít think it treats businesses fairly.
Do Your Estimators Have the Experience to Estimate Any and All Add-Ons?
Half of the respondents to last week's poll reported that their estimators do have the experience to estimate add-ons most of the time, while only 6.25% send someone out for a second opinion. See the full survey results...
The Outside View
glasstec 2014 Reflects Renewed Industry Optimism
From Glass Magazine
Video: Word association at glasstec
From Glass Magazine


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