Step 3:

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.

Request Template:

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)

Step 4:

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!!

Step 5:

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.

Option 1:

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…

Option 2:

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.

These above solutions won’t always fit the bill so if you get stuck and need advice please feel free to ask us.