4 Simple Steps to Help You Earn Rave Reviews from Your Customers
It began as a one-star review for your company and quickly devolved into the 5 stages of grief for you...Denial (“There’s no way he could’ve trashed us like that”); Anger (“I’m going to write him back and point out all of his spelling errors”); Bargaining (“Maybe I can plead with him to change his review”); Depression (“I’m going to eat an entire bag of Funyuns”); and finally Acceptance (“Okay. It happened. Now what?”)
In this new era of marketing and service, a Google Ad may have less impact on your business than a Google review...or a Yelp review...or an Angie’s List review...or a…you get it. According to a survey by BrightLocal, 93% of consumers read peer reviews, and 60% won’t use a business that gets a thumbs down. So, now that you’re in the acceptance phase of your grief, what can you do to boost your future online reviews? Just take the following steps to help you attract more reviewers, gain better business ratings and better engage your audience.
Be Where They Can Find You
What sites are relevant to your business? Yelp? Angie’s List? Google Local? CitySearch? Set up profiles on multiple review sites—industry-specific and even general review sites like Trustpilot (which shows up on Google). The same tactic applies to social media. Decide which platforms make sense for your business to use, whether it’s Facebook, Twitter, LinkedIn or Instagram, and make sure current and potential customers can find you with comments or questions they may have.
Make Writing A Review Easy and Rewarding
Unlike angry customers, who will climb mountains to complain about their bad experiences, not many people will go out of their way to leave a good review, so you want to make the process as simple as possible. Put links to your review profiles in multiple places such as post-purchase emails and newsletters as well as your website and social pages. Incentives are also a great way to entice reviews. (Just be sure it doesn’t come off that you’re soliciting a positive review.) For example, provide a 10% off coupon to anyone who gives you a review, whether it’s good or bad.
Get a Dialogue Going
Got a nice write-up on Yelp? Was a photo of your business tagged on Instagram? Give them a personalized thank you! Got thumped on Yahoo Local? Don’t be reactive. Be humble. Let them know you heard them and will work with them to find a solution. It’s important to leave feedback with your customers who review you and to do it publicly, (whether it’s good or bad) to let those reading the review know you care enough to address the situation and try to remedy it. And sometimes, even bad customer reviews are helpful, and can be used as an opportunity to improve your business.
Boost Their Review...and Their Ego
Really jazzed about a recent review? Post it as a testimonial on the homepage of your website. Better yet, reach out to the satisfied customer and ask for a picture of them to accompany it. It’s not only a nice way to thank them, a photo adds to the credibility of a good business review. And of course, along with the testimonial, encourage other customers to post their reviews as well.
Contact us today to learn how you can reach those same objectives with Grande’s (well reviewed) suite of communications products and services.