Reviews are a huge part of building your customer base. Many people will decide if they want to buy from a customer or go to a restaurant based solely on online reviews. Your online reputation can play a crucial part in whether or not consumers will buy from your business.
Maybe you’ve been unlucky and customers have tended to leave negative reviews. Or maybe your customers just haven’t been bothered to take the time and leave reviews at all. This can be frustrating, especially when you know that consumers are looking at online reviews and deciding if they’ll buy from your based on what they see.
So, the question is, how do you ensure that you’re getting reviews and how do you ensure that they’re good reviews?
Tell Your Customers About Reviews
Happy and loyal customers are almost always willing to leave reviews if asked. Many just don’t know where to leave them and, most times, unless asked it won’t even cross their mind. Educating customers on where to leave reviews can be a crucial part of getting reviews.
Simple things like having your managers let customers know where to leave reviews on a phone call or in an email can make all the difference. It can feel awkward to ask for reviews, but it’s almost always worth it and customers are usually happy to help once they’ve seen the importance of reviews.
Provide Happy And Helpful Customer Service
Nothing will turn a customer off from leaving a review more than a bad experience with customer service. I’m sure it’s not surprising that customers who have received good customer service not only are more apt to leave reviews, but they’ll also leave better reviews.
Customer service should be nothing but perfect and customers should always feel valued, appreciated, and understood. Response times should be prompt, phone calls should be upbeat and there should be multiple forms of contact for customers to choose from.
Respond To All Reviews – Even Bad Ones
Nobody likes to get negative reviews; especially when customers get loud and personal. But it’s important that you’re responding to all reviews, including bad ones. By ignoring reviews, even the negative ones, you’ll be giving customers the message of telling them that you don’t care and what they have to say isn’t worthy of a response.
Respond to negative reviews and ensure customers that you’re interested in what they have to say and that, if possible, you want to make it right. Sympathize with them and do whatever is in your power to correct the error, even if you aren’t necessarily in the wrong. This will give potential customers confidence to buy from you and reassures costumers that you have their best interest in mind.
Ensure That Customers Are Getting The Best Experience
The honest and hard truth is that sometimes when negative reviews are left on platforms, your company isn’t always in the wrong. This can be difficult to hear and admit, but it can also be true. The best way to ensure that your company is doing things correctly and that you get positive reviews is to evaluate your company.
Take a look at your recent online reviews and take them seriously; is there truth behind what’s being said? Are there long wait periods? Rude customer service? Have the power to look at your reviews and examine your company, and see that maybe there is some truth to what’s being said. Ask customers what you can do to make their experience better and listen to what they have to say.