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Yelp Troubles

1) Regularly Review Your Profile

Don’t just wait for a friend to give you a heads up or stumble upon a nasty Yelp review. Proactively review your profile to get a general idea of what your customers’ experience is. Some disgruntled customers might give an unnecessarily bad review that is hurtful or unhelpful, and those can be addressed. But one oft-overlooked advantage of patrolling your profile is that you can use it as (mostly) unbiased and free market research. If you have consistent compliments or complaints about one aspect of your business, you can identify areas you need improvement in or get an idea of what it is that your customers are really enjoying. Plus, your presence will show that you are genuinely interested in your customers’ feedback, which helps strengthen your relationship.

2) Assess the Nature of the Complaint

When you come upon a negative review, take a moment to consider what is really prompting it — there is often a seed of truth in most complaints. Yelp is certainly plagued by anonymous trolls venting about things out of your control, and you can look at the reviewer’s profile history to determine whether or not you should attempt to remedy their grievance, but do take the time to weigh each complaint equally and look for an opportunity to resolve the issue.

3) Send a Private Message

If you have decided a review is worthy of response, direct message the reviewer first. Apologize and acknowledge their complaint  (don’t try to make excuses), let them know you value their feedback and business, and offer a specific way to make it up to them. Also provide a direct contact number and let them know you’d be happy to help them personally, now and in the future. This personal gesture creates accountability that they may have not felt earlier. Even if they don’t respond, you can know you put forth the effort.

4) Leave a Public Response

If the reviewer was unresponsive to your personal message, leave a public response — not a rebuttal — letting them know you appreciate their feedback, are sorry for their experience, and would be happy to resolve the situation. Even if the customer doesn’t change their mind, this lets the community at large know that you value their feedback. Note, however, that you should never request a reviewer change their review (in a public or private message). This can make your gesture seem disingenuous. Pleased customers who are active Yelpers will often amend reviews for you.

5) Try to Get More Reviews

The best way to up your rating (and combat those negative customers) is to get more reviews. Let all your customers know you encourage and welcome their feedback. You can advertise in-store and on your website that you offer special discounts or incentives for customers who can show proof of a review—though, again, do not request positive reviews. This shows you are actively interested in two-way communication with your customers—and that’s customer service gold.


SIte transfers and SEO work

Tamara lost her web services company,

We helped her get control over her website and her Marketing effort.





What we are doing for Tamara

Resolving Domain ownership and control, Search engine optimization and lowering her cost of doing business.

Read more: Majestic

Prize Winning Publicity


Library Project

We did this project using Enrique's photography and Lawrence's artistic vision.

Spring 2011

From: <skantor(at)ccclib.org>
Date: Fri, Oct 21, 2011 at 4:38 PM
Subject: 2011 PR Excellence Award Winner, Contra Costa County Library for Snap & Go

Hello Everyone,

I am writing to let you know that thanks to the great work from all of you on our Snap & Go Project, the Contra Costa County Public Library has been selected  as the winner of a California Library Association PRExcellence First Place Award!  The award will be presented at the California Library Association Annual Conference in Pasadena in November. The PRexcellenceAwards honor the highest quality efforts of California Libraries in promoting and communicating their message to their customers.

We will keep you in the loop and share any more news, pictures, or graphics regarding the Awards as we obtain them.

Have a wonderful weekend!


Susan Kantor-Horning
Emerging Technologies Specialist
Contra Costa County Library, CA




One more National award to chalk up.




Owner/ Creative Director


creative brain cells for hire!

Yelp! reviews (16 in total)

---------- Forwarded message ----------
From: Susan Kantor-Horning <This email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it.>
Date: Fri, Jan 11, 2013 at 1:13 PM
Subject: Request for higher-res image
To: "This email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it." <This email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it.>

Hello Lawrence,


Happy New Year! Hope all is well for you. Did you see that the Contra Costa County Library won the IMLS National Award for its many endeavors?



The chapter I wrote about Snap & Go is at the publishers. They are wondering if there is a higher resolution image for the attached photo? Do you have one?


Thank you,






Commercial Photography

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