Online Reviews: Yes, They Matter
by Megan Hayne
The data is out! Online reviews of your business are seen, and they matter. In fact, 85% of consumers trust online reviews as much as a recommendation from a friend. Fact check here.
Logic tells us that people are more likely to post a review if they are upset (check out Rebekah’s post from last week). Therefore, it is up to us as business owners to encourage happy and satisfied customers to speak up too. And if you do get a negative review, make sure you respond to it in the forum (such as yelp) so that new potential customers can see that you take feedback seriously.
3 Ways to Promote Positive Feedback:
1. Don’t Wait
It is way easier for a client to leave a review while the experience is fresh in their mind. Ask right away. This is especially true if someone compliments your services. “This was a great experience,” should be followed by “Thank you! Would it be possible for you to post a review?”
2. Make it Easy
The easier it is for a customer to talk about their experience, the more likely they are to do it. It is as simple as that. There are services like Broadly out there that can help you set up an automated review request form, but even if you aren’t going to do that it is a good idea to email a happy customer with a link to where they can leave a Yelp or Google review. Save them the few minutes it takes to navigate, it shows them that you respect their time.
3. Thank the Reviewer
Some companies even give incentive to customers to review them. If you are going to do that, don’t be tacky about it. I suggest giving the reviewer the “gift” before they even leave the review. Yes, you have to trust them to do it, but at least it doesn’t appear that you are paying for reviews. Regardless of your decision about adding an incentive, remembering to show gratitude for a good review is important and closes the circle of the interaction. A simple thank you note will suffice.
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