In our profession we read about all the positives surrounding the power of consumer reviews and how they impact the organic online promotion of your business.
However, my experience in the field, face to face with local owners and clients, demonstrates time and time again that many are still extremely 'WARY' of reviews and the effect on their business.
'What if someone says something bad?'...
"I don't want reviews on my business - what if I get complaints"...
'I don't need reviews, I get all my business from referrals'...
I find the general feeling toward 'online' reviews is still quite negative, the mere mention of customer reviews invoking feelings of fear and negativity...
yet, when we ask our clients, 'how do people find your business?'...
the overwhelming response is WORD OF MOUTH...
referrals...
So why are verbal reviews acceptable and online reviews viewed with caution? The simple approach I use when overcoming these objections is Education - As experts in our field, we need to build trusting relationships with business owners, demonstrate the pros and cons with all elements of online activity, show them how to be proactive and work with the good and the bad.
Their verbal reviews are exactly the same as the online version, we just need to show them how to get them and why they are so important.
I find every time, that once they understand how it all works and the benefits that can be achieved, the fear and negativity quickly dissipates.
THE FACTS 78% of people believe/rely on recommendations from friends, family, colleagues, peers.
Customer reviews of your business are a powerful sales tool.
Building consumer trust will build assurance in your brand, your level of service, your success! I'm sure you have been asked by friends or family, 'hey do you know anyone who has used a good builder recently?' or maybe, 'where is the best place to stay in Brisbane?'...
'looking for the best pizza in New Farm, any suggestions?' I know I get asked all the time, and yep, I happily give them my opinion (good, bad or ugly) on people, places or services...
every last little detail.
THE GOOD...
Ok, so what are the benefits of online reviews? Simple = Online Word of mouth.
Local search focuses on relevant content.
Delivery of accurate, informative data to potential customers = reward for your business.
Some directory sites even go as far as searching by reviews, therefore if you are a business with none, you will simply fall off the list and the savvier businesses will reap the rewards.
The more reviews your business can share with consumers, the more your local search marketing and internet visibility will be rewarded.
Gain momentum.
As a business you appear objective, popular and customer friendly.
You will certainly stand out from the crowd.
THE BAD...
No one is perfect, things can go wrong.
The best advice I offer clients...
no matter how great your product or service is, someone, one day may not like it.
If you receive a negative review or comment, the most effective way to approach negative reviews is by 1: acknowledging the review and 2: by responding.
Always be honest...
'hey Adam, I'm sorry to hear you had a bad experience, we value our customers, please give us a call'.
Remember when responding that potential customers will read your comments - what you put up onto the internet..
..
stays on the internet, so be thoughtful in your reply, be polite, be smart (no matter bad it is!) Sounds so simple, but it works! By acknowledging reviews, you are in touch with your customers, in touch with your business, you care.
THE UGLY...
If you follow the basic steps for THE BAD..
..
chances are there will be no UGLY! Most review systems or sites are moderated for content.
Standard practices generally do not allow for defamatory, slanderous, racial comments, etc.
However there may be times where something has been posted that you are not comfortable with or that you find offensive.
You will find that in these circumstances, when direct contact is made with the site hosting these comments, you should be able to initiate further action to have this content removed.
The important thing is to aware.
Spending the time to educate clients to be savvy on how and where to find this information is time well spent! SIMPLE REVIEW BUILDING TECHNIQUES - Build easy to use review system into your website, direct consumers to a page asking for review - Include visible links to review sites, such as your local directory listings, 'click here to review our business' - Offer incentive for reviews, for example 5% discount for all reviews - anything that suits your business - Be proactive in promoting your business, when you have a happy customer, ask them to review you! Go on...
get those tongues wagging! Let the world know about your business and why everyone is calling you! If you are interested in finding out more about making customer reviews part of your marketing activities, we offer simple solutions to implement review systems in your business, whether it be through your website, or through Local Search and Directory marketing? Most importantly, we take the time to educate our clients and their staff in how to manage and maintain their online reputation.
However, my experience in the field, face to face with local owners and clients, demonstrates time and time again that many are still extremely 'WARY' of reviews and the effect on their business.
'What if someone says something bad?'...
"I don't want reviews on my business - what if I get complaints"...
'I don't need reviews, I get all my business from referrals'...
I find the general feeling toward 'online' reviews is still quite negative, the mere mention of customer reviews invoking feelings of fear and negativity...
yet, when we ask our clients, 'how do people find your business?'...
the overwhelming response is WORD OF MOUTH...
referrals...
So why are verbal reviews acceptable and online reviews viewed with caution? The simple approach I use when overcoming these objections is Education - As experts in our field, we need to build trusting relationships with business owners, demonstrate the pros and cons with all elements of online activity, show them how to be proactive and work with the good and the bad.
Their verbal reviews are exactly the same as the online version, we just need to show them how to get them and why they are so important.
I find every time, that once they understand how it all works and the benefits that can be achieved, the fear and negativity quickly dissipates.
THE FACTS 78% of people believe/rely on recommendations from friends, family, colleagues, peers.
Customer reviews of your business are a powerful sales tool.
Building consumer trust will build assurance in your brand, your level of service, your success! I'm sure you have been asked by friends or family, 'hey do you know anyone who has used a good builder recently?' or maybe, 'where is the best place to stay in Brisbane?'...
'looking for the best pizza in New Farm, any suggestions?' I know I get asked all the time, and yep, I happily give them my opinion (good, bad or ugly) on people, places or services...
every last little detail.
THE GOOD...
Ok, so what are the benefits of online reviews? Simple = Online Word of mouth.
Local search focuses on relevant content.
Delivery of accurate, informative data to potential customers = reward for your business.
Some directory sites even go as far as searching by reviews, therefore if you are a business with none, you will simply fall off the list and the savvier businesses will reap the rewards.
The more reviews your business can share with consumers, the more your local search marketing and internet visibility will be rewarded.
Gain momentum.
As a business you appear objective, popular and customer friendly.
You will certainly stand out from the crowd.
THE BAD...
No one is perfect, things can go wrong.
The best advice I offer clients...
no matter how great your product or service is, someone, one day may not like it.
If you receive a negative review or comment, the most effective way to approach negative reviews is by 1: acknowledging the review and 2: by responding.
Always be honest...
'hey Adam, I'm sorry to hear you had a bad experience, we value our customers, please give us a call'.
Remember when responding that potential customers will read your comments - what you put up onto the internet..
..
stays on the internet, so be thoughtful in your reply, be polite, be smart (no matter bad it is!) Sounds so simple, but it works! By acknowledging reviews, you are in touch with your customers, in touch with your business, you care.
THE UGLY...
If you follow the basic steps for THE BAD..
..
chances are there will be no UGLY! Most review systems or sites are moderated for content.
Standard practices generally do not allow for defamatory, slanderous, racial comments, etc.
However there may be times where something has been posted that you are not comfortable with or that you find offensive.
You will find that in these circumstances, when direct contact is made with the site hosting these comments, you should be able to initiate further action to have this content removed.
The important thing is to aware.
Spending the time to educate clients to be savvy on how and where to find this information is time well spent! SIMPLE REVIEW BUILDING TECHNIQUES - Build easy to use review system into your website, direct consumers to a page asking for review - Include visible links to review sites, such as your local directory listings, 'click here to review our business' - Offer incentive for reviews, for example 5% discount for all reviews - anything that suits your business - Be proactive in promoting your business, when you have a happy customer, ask them to review you! Go on...
get those tongues wagging! Let the world know about your business and why everyone is calling you! If you are interested in finding out more about making customer reviews part of your marketing activities, we offer simple solutions to implement review systems in your business, whether it be through your website, or through Local Search and Directory marketing? Most importantly, we take the time to educate our clients and their staff in how to manage and maintain their online reputation.
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