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Two Ways Multi-location Businesses Can Manage Review Response

Running a business takes enough time as it is. Operating multiple locations comes with its own set of challenges. It can be a struggle to streamline practices across all of your locations. One of those practices includes engaging with customer reviews consistently and quickly. Hurdles for multi-location businesses might include the amount of time it takes to respond, not knowing who should respond or how. The key to success is defining a sustainable strategy for managing review response across your businesses. Two methods for this are using a distributed or centralized system. By using one of these methods, you can help your locations respond to reviews efficiently.

Distributed Method for Review Response

A distributed system places the responsibility for responding to reviews at the individual location level. This can be designated to a manager, assistant manager, or supervisor. Access can be given to the business listing for their specific location only. Business Users can share Business Page access with up to 15 users.

Complete the Meet the Manager section on From the Business on YelpComplete or update each location’s Meet the Manager section in From The Business. Yelp users like to see who’s engaging with them, so upload a photo and put a face with a name. Include a brief biography of the manager. This could include where they’re from, how they got into their industry, and their goals.

The distributed method works well for smaller multi-location brands. It allows each location to have a unique voice and keep a localized feel.

You can switch between locations easily from your Yelp Business User account

Centralized Method for Review Response

A centralized system places responsibility with one person or team, usually at a Support/Home Office. They are responsible for keeping pace and avoiding lapses across all locations. Using this method can help relieve time constraints location-level managers might have. It also allows your business to maintain consistent tone of voice if this has been a challenge. We’ve made it easy for Business Users to switch between locations in your business account.

This method may be best for larger multi-location brands where consistency is important.

Setting Guidelines and Expectations

As the saying goes, with great power comes great responsibility. Outline clear guidelines and expectations for whichever method you choose. Here are a few best practices:

  • Set timeline goals for review response. Yelp users are 33% more likely to upgrade a critical review and rating after a personalized response within 24 hours. Responding to positive reviews is great for business too! A good rule of thumb is to respond to positive reviews within 48 hours. For more review response tips, check out our Do’s and Don’t for Responding to Reviews on Yelp.
  • Set engagement goals. Aim for 100% engagement across all locations using public comments or direct messages. With a distributed system, check in with each location monthly on their progress. Use this time to also identify areas for improvement. Keep reviews top of mind by sharing great response examples! Share inspiration through internal newsletters or intranet and in team calls/meetings.
  • Create training materials that can be easily updated and distributed. Save time when on-boarding new managers by pointing them to internal resources. Share templates, outlines, and best practices to equip staff with all the information they need to succeed!

Bonus Tip

Use the Recommended Businesses section on your Business Pages to connect up to five of your locations. This is a great way to let customers know where else they can find you!

Recommend up to 5 businesses on your Yelp Business Page

Whichever method you choose, you’re setting your locations up with a sustainable process for responding to reviews. Visit biz.yelp.com to manage your multiple locations all in one place.