If you’re not making the most of online reviews, you’re not making the most of your business.
Online reviews are important, whether you like them or not. Research shows that a whopping 49% of consumers trust online reviews just as much as personal recommendations from friends and family.
If you don’t have any reviews from customers, or your reviews are negative, your business could take a hit. Bad reviews drive customers away, and a single unfavorable review might result in up to $3,000 in lost business over a year.
If you’re uncertain about how to handle an online review, you’re not alone. Many business owners struggle with knowing if they’re even receiving reviews, much less how to manage them. While the benefits of online feedback for customers are well-known, there are also significant advantages for those of us on the receiving end.
Why are reviews important? How do you get more? What should you do about negative reviews? You’ve got questions, we’ve got answers.
Get More Reviews, Make More Money
Having positive site reviews, consumer product reviews, and general online company reviews can mean the difference between a sale and a customer choosing a competitor. Here are a few ways how to get good reviews:
Provide Excellent Customer Service.
It all begins with delivering exceptional customer service to ensure your customers are not only satisfied but enthusiastic about sharing their positive experiences. Whether it involves a phone conversation with a customer service representative, a smooth and personalized online checkout, or an in-person interaction, make sure you have systems in place to ensure every step is supportive and friendly.
Collect Customer Feedback.
Implement a process that automatically asks for testimonials or feedback right when you deliver your products or services. Send a review request shortly after the transaction is complete, while the experience is fresh on your customer’s mind. Studies show that seven out of ten customers are likely to leave reviews for companies when asked personally.
Be Specific.
Train your employees to make customer feedback a natural part of each business transaction. Clearly convey to your customers that their opinions matter and inform them in advance that they will be invited to share their experiences after the transaction. Seize every chance to personally engage and request their feedback.
Make the Review Process Easy.
Include a “Review Us,” or “Tell Us What You Think” page on your website and prominently feature links to major review sites in all your business communications—whether it’s emails, social media, your website, or printed materials.
The more positive reviews you acquire, the higher the impact. When consumers see others praising your products and services, they’re more likely to trust that they’ll have a great experience too.
Make the Most of Bad Reviews
As much as we’d like to believe that our companies are only deserving of good reviews, some matters are simply out of our hands. Bad reviews can tarnish your image and deter potential consumers if not handled properly. The number one rule for dealing with bad reviews? Don’t ignore them.
Effectively apologizing or making amends online isn’t easy, but it’s essential for you and your team to implement a strategy for communicating with negative reviewers. At least 45% of people say that they are more likely to visit a business that responds to bad reviews. Unfortunately, 63% of people report that they’ve never received a response from at least one company they reviewed.
You have the power to turn negative reviews into opportunities for improvement and growth. Polish up your communication skills, respond promptly and professionally, and avoid these common pitfalls:
- Blaming the customer
- Pointing the finger at your staff or throwing someone else under the bus
- Using profane or unprofessional language
- Writing a long-winded response
Implying you are not taking responsibility.
Approach negative reviews with an open mind and let your proactive attitude towards criticism demonstrate your dedication to excellence.
How Do You Handle Reviews?
The importance of online reviews cannot be overstated—they are a standard part of doing business. Actively pursuing positive reviews and effectively managing negative ones are crucial to your company’s success.
If you lack a strong process for seeking feedback or have a handful of negative reviews that haven’t been addressed, it’s not too late to turn things around. Contact us today, and our team of experts will guide you towards review success.