When 97 percent of consumers are going online to find reviews before even considering contacting a business you want to make sure that you have a review strategy in place – and there are more benefits than you could imagine.
Often business owners think that they have no control over reviews and some even resent that their customers create online opinions about their brand without considering the massive benefits to their business and to increasing SEO (Search Engine Optimisation).
Here’s some things to consider to take your business to a whole new level – while utilising the power of your best advocates – your existing customers.
Online reviews are the opinions of your past and present customers working to build your band and attract new customers
Take control by establishing excellent customer service
Every business exists for the same reason – to serve customers and there is absolutely no reason not to make that experience the very best one for each and every one – it increases the percentage of repeat business and increases verbal and online word of mouth – reviews.
Business owners set the tone for how a business will operate and how staff will deal with satisfying customers’ wants and expectations. By far the greatest grounds for consumer complaints are poor customer service and inadequate employee behaviour. Instilling robust training and strategies to ensure top notch customer service will put any business into a new trajectory.
If your service staff do not know how to deal with genuine customer complaints then there is every chance their dissatisfaction will motivate them to leave negative reviews.
Be open to receiving and dealing with customer complaints
Your customers can provide invaluable feedback about your business that you may not be aware of and encouraging complaints is hugely beneficial. Keeping existing customers is an easier proposition than gaining new ones and every customer who has their complaints dealt with and left satisfied will create a fantastic advocate for you and keep them coming back.
Here’s some things to consider.
- Have service staff actively ask customers if they are satisfied – and conversely – if they are not – if they’re not – remedy the problem.
- Check social media regularly – and review sites to see if your business is racking up complaints – if so – deal with them – go back to an unhappy customer and sort it out. Comment on posts to say that you will do whatever is necessary to fix any problems.
- Create a mobile or web form for customers to make you aware of any issues they may have.
Find and claim profiles on pertinent review sites – and sign up
Researching which review sites your customers use the most is a great start. Asking them where they saw you online and why they came to you is a great idea too. The easiest way to do this is to Google your own business name. Don’t look at negative reviews as a put off – look at them as challenges to deal with. overcome, and rebuild your reputation online. If you have just started in business – Google your competitors – which platforms are their reviews on? Join them and start establishing your own review profile. The more review sites that you join the greater your business and brand will appear in local Google searches.
Establish a review strategy for your business
Once you realise and accept that reviews are worth their weight in gold to your business you will want to create a framework where all of your employees are asking for them at the conclusion of every transaction. There is a hidden benefit here – employees who know they will be reviewed will create fantastic work and experiences for your customers – because they are accountable.
Here’s some tips to encourage your customers to leave you feedback.
- Have signs in your reception area with a list of review sites for customers to leave feedback. Have service staff mention feedback as a part of their dealings with customers.
- Include logos and links to review platforms on invoices – both in hard copy and in email attachments.
- Create a review page on your website – with links to review sites.
- When mailing out to customer database – include links and logos to review sites.
Be part of the feedback conversation
Respond to every single review – good and bad. Bad reviews are not the disaster you may imagine and a well crafted and thoughtful response will do wonders to establish your customer service – and bring a dissatisfied customer back. For guidelines on responding to negative reviews – go here
For advice on responding to every review – go here
NoCowboys are New Zealand’s foremost experts on online reviews and online marketing. Talk with them about how they can make your business thrive. They give free online marketing advice.
Contact NoCowboys to schedule a free consultation
