September 21, 2017
Whether it’s on Google, Bing, Yelp, Facebook, Foursquare or wherever, ONLINE REVIEWS MATTER. So, what to do if you get a bad one? We’ve put together a list of helpful tips.
- Naturally, your customer service is key to your reputation management. Ensure that your customer’s experience is consistent and top-notch and your team on the battleground should be on board with this from day one. This is the best way to enhance your chances of getting 4- and 5-star reviews and having a healthy reputation.
- Don’t let it wait – aim to respond to a review within 48 hours.
- Any response is better than no response – responding shows that you care and you’re engaged.
- Don’t be defensive or aggressive.
- Authenticity is best – be human, be real and be consistent.
- Stay in the review platform the customer chose – if they wanted to call customer service, they would have.
- Use the C.A.P. approach – Care, Action, Perspective. A response that has these three messages, in this order, will be well received by both potential and existing customers. They’ll view your brand as engaged and friendly. And, most importantly, they’ll be more likely to choose you in the future.
Tips and Best Practices for Review solicitation
- Don’t ask just anyone for a review – you know who your happy customers are. Try to get those customers to become ambassadors for your brand. This could be the beginning of a great relationship that will get you valuable data to keep optimizing your in-store experience.
- Do ask for reviews when your customer is in the right frame of mind – For example, train your employees to request reviews when your store is not too busy, and your customers are getting more attention from your salespeople. If it is too crowded and they have been waiting in line for too long, you might not get the best reviews. For busy times, you can have custom business cards to give away with receipts, directing your customers to the right place to leave you a review.
- Don’t offer anything in exchange for reviews – This is not only seen as a bad practice in the industry, but can also be considered illegal and defeats the purpose of reviews, which is for new and potential customers to find you through real and meaningful interactions with your existing ones. Also, most directories will penalize you for this, so try to play a fair game.
Looking for a way to improve your Local Search presence and move up in the map-pack results? Try our Local Search Marketing by CCM package. All you have to do is get some positive reviews and we handle the rest, getting you in the top 3 rankings mix for your keywords!