Customers leave reviews on both Google and Yelp. These forums are often a starting point for families looking to find care for a loved one. You can see what your facility or company looks like to customers by simply typing the name in Google and seeing what pops up.

Replying to reviews is a good way to build trust and manage your reputation. It is best to not delete negative comments unless they are offensive, irrelevant, profane, or threatening. Respond in a polite, professional way by correcting a mistake, apologizing, and offering to do better in the future.

Tips on Cultivating Good Reviews

  • Ask families with positive experiences to write a review.
  • Respond to negative reviews in a timely and friendly manner.
  • Respond to positive reviews as well. This is a good relationship builder.

Google

  • When you reply to a Google review, people on Google will see both the comment and your response to the comment.
  • To respond to reviews, you must verify your business and then sign in to Google My Business on a desktop or Google My Business app through a mobile device.

Yelp

  • To respond to Yelp reviews, you must have a Yelp page, which is free.
  • If you do not yet have a Yelp page, you can manage your free listing
  • Once you have a page, you can update hours, phone number, and pictures.
  • You can now respond to reviews and track activity on your page.
  • You can also download the Yelp for Business Owners app on a mobile device.

Additional Resources