1: Find & Claim Your Page
You need to access the specific "Yelp For Business Owners" site, available at https://biz.yelp.com/ to claim or edit your listing.
Follow the prompts to either login, or get started and set up a new account. Enter your practice zip code, name, and business info.
Thanks to the magic of Google et al, your practice's info will appear and you'll be asked to confirm.
From here, there are two possibilities: 1) you'll need to confirm your email and set up a new account or 2) you'll find out that your practice has already been claimed. If the latter, you'll need to start the process of trying to reset the password.
2. Create a Business Account for Your Practice
Next, you'll be prompted to create a business account. Unfortunately, you'll have to create this in a person's name, not just the clinic name. I would recommend either the practice owner or the practice manager- whomever you want it to look like is responding to your reviews, etc.- set up the first access to the account For instance, if your practice is owned by Dr. John Doe, when you respond to reviews, it will appear as "John D." responded. Similarly, this person will also be the "owner" of the page, and you'll also need to share a bio and photo for this person. Run this by your practice owner if you're not sure who should be the face of your practice's Yelp page.
Yelp recently allowed manager access- so once the practice owner or manager has set up the account, additional managers can be added to the page for notifications and managing reviews.
In addition to the first and last name, you'll need to input an email address and a password for your Yelp login. Use the email address that you want all notifications about new reviews, etc to be sent to. Typically I would recommend either the practice manager or general office account, so that new reviews are seen by the practice quickly. Make sure to record this email address (username) and password so you can find them in the future.
3: Verify Your Business
You'll need to be at your actual place of business to complete this step. Set yourself up by the phone, or let your receptionist know a call will be coming. The Yelp screen you will see states that "To protect you and your business, we need you to answer a quick phone call." It will show show the business number it has on file, and you'll be able to actually trigger the call by clicking on the "Call Me Now" button. The screen will also show you a four digit code that you will be prompted to enter . This proves you're actually a human answering the phone at the business you say you're at, and not just some robot or disgruntled customer. The whole ordeal should take less than 30 seconds. If successful, you'll see a new screen that says "Your Business is Claimed!" and offering Yelp ads. Skip this part by clicking the "No thanks, continue to my business" phrase in the bottom left hand of the screen.
3b: Remove previous users, if necessary
If your page was previously claimed/owned, you'll see the first name and last initial of previous owners, as well as a portion of the previous user email addresses. If you don't recognize the name and/or they're not a trusted employee, delete them by clicking the "Remove From Business" button.
4. Download the Yelp app, if you'd like.
The next screen gives you the option to have a link for the iOS or Android app texted right to your phone, so you can download the Yelp app and be able to read and respond to your reviews. This step is OPTIONAL, but if you're interested in monitoring on the go, this is a good app to have. If you're not interested, click "Skip."
5. Edit Your Business Information
After skipping or saving your info about the Yelp app, the next screen will look almost identical, but ask you for general business information. This is where many office managers may get stuck, since this information will most likely come from the veterinarian/owner. Be prepared to answer the following questions:
Enter the info as prompted. If you don't have all the details when you're first setting up your profile, you can skip certain questions, but it's best to just get it all done at once!
6. Confirm Your Email Address
Check your email that you used to set up your business account for a confirmation email and click the link. You'll need to be confirmed before proceeding to the last step of adding your photos!
7. Upload Photos
After you've completed the information, add some photos to personalize your profile, and draw attention during a search. Without adding your own photos, your profile will: a) look dull and boring b) customers will think it's an autocreated profile and less likely to visit/review your profile and c) potentially showcase photos OTHER people have uploaded of your business. Therefore, it's best to add your own and have control over your profile!
I would recommend not only the typical photos of the building outside, your practice logo, the reception area and the exam room, but be sure to showcase photos of what animal lovers want to see- your veterinarians interacting with animals! I typically try to add 5-10 photos, and ALWAYS am sure to add photos of the veterinary team doing what they do best-- helping animals.
If you want to go all out, you can also add captions to the photos. I have even used a few PlaceIt photos to showcase app or website-based features that some of clinics offer, like a clinic app or online appointment requests, etc.
You can access your photos from the left hand menu. Unfortunately, Yelp randomizes the photos so there is no way to pick which one is first viewed, so make sure they're all good photos :-)
8. Admire Your Work and Share with Your Followers!
You're done! Go back to regular 'ol Yelp.com and search for your business to see how it will look to your customers! Check out your site and if you're happy with it, share the link on your social media pages and ask your web designer to add a link from your website. Your clients will be able to easily find you and hopefully leave great reviews!
Have questions? Need help? I'm just an email or click away. Good luck!
Here we are with that platform we all love to hate.....Yelp. It's been steadily gaining traction and steam since 2004, starting out as a depository for restaurant reviews. You may have even visited it, looking for the best burger joint in the neighborhood near you. Well now, your potential clients are doing the same thing- so your clinic needs to be represented!
With more than 75 MILLION unique visitors looking at Yelp from a mobile web browser EACH MONTH, the platform now boasts more than 170 million reviews.
Truthfully, Yelp can be difficult and often gets a bad rap for its lack of recourse when allowing businesses to protest an unwarranted review. On the plus side, they offer a free listing with multiple avenues of business contact points, and across industries, nearly 50% of the reviews are 5 star and over 70% of businesses are "recommended."
Here are my FIVE reasons every practice should be represented on Yelp:
1. Reviews, photos and info are automatically pulled in by Google and Apple Maps' search engines. When someone searches for your practice on either of these platforms, you want to have some "screen real estate" here and some control over what business information is given.
2. Without the business account, you have no recourse to be notified or respond to new reviews (good or bad).
3. Even if you don't claim your page, clients can STILL leave a review! I'd rather know what was being said about my practice and try to have some control of at least some of the content (photos, contact information, hours, etc).
4. Client feedback. If we're not listening to them, we can't improve.. I know, I know- there will be a bad review at some point, but the overwhelming majority are positive and reinforce the great work we do. Even a "deserved" bad review, or any review less than those glowing 5 stars in the sky, has information we can use to improve our teams, our practice, and ultimately the experience we deliver to our clients and pets.
5. Client Referrals: last but not least......Yelp has the potential to bring you new clients. It provides clickable links to call, visit a website or map directly to your business. I've seen multiple clinics generate new client leads from Yelp- my own included, without spending a cent.
If I've convinced you and you're not sure how to set up this access, or you need to go in and spruce things up, visit my Yelp for Business tutorial blog here.
Need help or have other questions? I'm just an email away!
Caitlin DeWilde, DVM