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“Customer Reviews: I recently did a survey of a client’s online reviews and learned potential and existing clients were stopping business from coming in because of bad reviews. Do you know where reviews of your business are and how to fix or correct them?
1. Google your personal name, business name with the word “complaints” to see what shows up. If it is on a website where you can respond, write a reasonable, short answer: “I’m the owner and we have attempted to make this client happy (if you have).” Contact the client and tell them you saw the complaint and want to handle it immediately. After you have satisfied them, ask them to add an addendum or you add a comment that states how you remedied the problem. Being responsive is as important as the specific issue.
2. Are you ranking at the top with your customers?
The latest news in social media is all about customer reviews on websites like Google, Yelp, Rateyour… pick one: Doctor, Dealer, etc.? The best way to encourage reviews and learn about your mistakes BEFORE the public does is to follow-up with your sold customers and unsold prospects. In a genuine email, ask for the feedback direct to you, the boss!
Give the reader two options: an open review with direct links to your Google or YELP account (if you don’t have one, call (702-521-7546) or email me ( sarahlee@mycarlady.com,mvides422@gmail.com,carlady@cox.net) and I’ll help you set it up!) and a second link to your email address with the promise to respond PERSONALLY within 24 hours. If you can’t honor that promise, why would they want to do business with you? Would you?
Ask for the opportunity to handle their “problem” personally, promptly and professionally. Don’t be afraid, this is an awesome chance to win over a client and earn their respect and business forever. AND…if the situation is irreversible, at least you tried and you can prove it.
Do not offer freebies and cheap gifts, a simple thank you is appropriate.
3. After the review or post shows up, or gives you the opportunity to fix the issue, THEN it’s appropriate to send the client a logo item or Starbucks giftcard with a handwritten thank-you for “their time and consideration.”
4. If you don’t believe it makes a difference, try it and see. Yelp hits a younger crowd, but Goggle holds a lot of clout in the review world. You should also check out your industry leading websites for “hidden review links”.
5. ADD a REVIEW section to your website. Put the link in your Thank-you email. It’s very cool and you can link their happy purchase picture to it, on a testimonial page, which allows other clients and prospects to give their opinions directly to you.
6. You can flagas inappropriate or comment on reviews that are such… (some ppl have too much time on their hands or it’s your competition.)
Here is an example:
https://www.google.com/MAPS/(search a buiness) |
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