5 Steps To Generate Good Reviews Plus Step By Step Guide On How To Handle Bad Reviews!
Getting good reviews is SO important for your marketing and business.
Before you go guns blazing trying to get more reviews, think about the best place for those reviews to be found online…
Where are people searching for your business?
If someone sends you an email or direct message on social media with lovely words about you and your business/products/services of course this is wonderful but realistically it doesn’t have the same marketing impact that it could have for you if it was posted somewhere else. Why? Because no one will see it in your DM’s! But, a positive review on Google will be seen and it helps your SEO so you will be found easier in Google searches!
The best way to get people to leave reviews in the right place is to send them a link to where you’d like their review to be added.
Think about where this is for you and what is best for your business?
TIP: Have a look at your competitors and their choice.
Review Platform options:
- Trip Advisor
- And SO many more…
Which ones will it be for you?
Ways to request:
1. Email – ask customers to leave reviews and include the links to where you want them.
2. Text Message – nowadays we receive 100’s of emails daily therefore text is a good place to request feedback. People are less likely to ignore texts than emails. Again, make sure you include the links in the review request message.
3. Website link – if you haven’t already you need to add reviews to your website or a plugin that will add the latest ones for you from your choice of review platform and then add a link here for people to click and leave a review.
4. In-person – ask directly for people to leave you a review and then make sure you follow up with a link or provide them with a card with the link details on it.
5. Printed materials – receipt, leaflet, or on the back of a brochure – list the link or add a QR code to enable them to scan and leave a review.
6. Social Media – add the links to your post and an appropriate picture to capture attention, invoke emotion – get people to take action and leave the review!
What to ask:
We’re looking ideally to steer people to say more about what we know attracts others to our business…
Give your customer the help YOU NEED… Give them with some example words they could use in their review… Or like the above use ‘5 star’ to encourage them to do 5 stars and not 4!! Google already does this and gives you top words to include in your review so don’t be afraid to use the words you’d like to see in your request for the review.
We/I/business name aim to deliver a 5-star experience and we hope you will leave us a 5-star review. If you feel your experience hasn’t been 5 stars then please let us know directly so we can improve.
You can leave a review here:
(Google review link)
(Facebook reviews link)
For example, this is a ‘Wordy’ Template you could use:
I’m putting my website and social media live very soon and I would love to feature your projects with a testimonial from you…
Would you mind leaving me a 5 star review here explaining what you honestly liked about the quality/tidiness/speed/cost effective/good value/friendly team/responsive/(use keywords here that are important to you):
(link to your Google Reviews/Trust Pilot/Trip Advisor)
Do you want more?:
Incentives get more responses. You can give discounts for those who leave reviews or do a monthly prize draw to encourage more reviews.
More for you? Once you have their glowing review, ask if you can get them on video to say this again… A short piece to camera about their experience with your business/products/services in my eyes is marketing GOLD DUST…
Share the review on your website, social media, in case studies, printed marketing materials and anywhere you can think of!!
What to do about bad reviews:
Not everyone will have the best things to say about you, sh*t happens!
How to avoid this? Be sensible, if you know you have had a difficult customer don’t send them a review link… It will just annoy you and ruin your score!!
So, what do you do if you get a bad review?
First of all… Don’t reply.
You might be thinking WHAT?! But hold your horses, we need to reply properly and that doesn’t happen straight away – give yourself time to cool down.
Once you’re cool. Work with someone to prepare a plan to turn this around. Hopefully you’ll know the customer and their issue so you can understand the scenario.
Don’t reply yet.
Consider these three points:
- Have you done everything you can to give them a good service?
- What do you think they want?
- Can you give this to them?
Come up with a solution and then call the customer or get someone who is non-bias but aware of the scenario to call. Ask them what needs to be done to make them happy, offer them this (if you’re happy to) or your solution.
NOTE: Keep the review out of the conversation at this point.
Once you’ve agreed the next step stay in close communication with them until the issue is solved and they are happy. Then when the dust has settled ask them to remove the review or even better change it to their new experience…
Firstly, have you done everything to give them a good service and there is no way around giving them what they want?
If yes, craft a short, succinct reply outlining how you delivered on this and tried to solve their problem. Avoid sarcasm, questions and finger pointing.
Remember, everyone can see your reply. That includes new potential customers who are looking to see how you deal with complaints and treat your customers.