How important are online reviews?
Imagine this: You are looking for a product but don’t know where you can get it. You find yourself reaching for your phone to google the stores that have that particular product. Not to your surprise, you see multiple stores that hold it.
How do you choose which product you want?
You see the reviews- One store has a 4.9 rating with 1500 reviews and another store with 4.7 rating with 2500 reviews. When you open the reviews. You notice that one of the most frequent reviews for the 4.7 ratings are of some people who are complaining about the service. You see someone mention that the management has changed recently and since then, the customer service and post purchase policies have changed for the worse.
Whereas when you read the reviews of the 4.9 rating store, you see people mention their exceptional service and knowledgeable staff. Where do you believe you will take your business?
Like most, you would choose the store with the 4.9 rating. Their service and staff is experienced and you want someone who can explain the features and benefits.
Like you, there are thousands of other people who see online reviews and make a decision. Nowadays, you will need to create an online presence for your business. Getting good reviews needs to be something you actively do in store.
With good reviews, you will be able to stand out from the competition. More people will be likely to come to your store. You build your credibility through positive reviews on multiple platforms.
Most common platforms to see reviews:
There are many platforms which display reviews. Google is the most popular platform where your reviews are read but they aren’t the only place where you can promote your 5 Star Ratings. A few other popular platforms are:
- Yelp
- BBB
Be sure to check your ratings on all of these platforms and actively search any comments that may have been mentioned about your business.
What to do when you get any review?
Many companies look at a review and keep it pending. That is a big no-no. Let your company feel personalized and connect with your customers by commenting on their reviews. Every person wants their voice to be heard and when they take the time out of their day to write a review for you, be sure to encourage them by responding. Even just a thank you can go a long way in the eyes of a customer.
What to do when I get a negative review?
Don’t fret. Almost every company gets a negative review once in a while. The trick is to see how you handle it. When you get a negative review, be sure to look into it. Check with your team and see what the situation was and handle it accordingly.
Pro Tip: respond to the comment.
Use the negative reviews to learn how you can improve the experience for a customer. Even if you realize that the negative experience was inevitable, take the time to comment and apologize for their negative experience. Keeping your cool and handling the situation gracefully will work in your favor.
How can I get my customers to write good reviews?
ASK
Many times, most customers do not realize the importance of their reviews. When you build a bond with your customers, it is easier to ask them for a good review online. Do not ask them to write on every platform, rather, shuffle the various platforms on which you want reviews to be written.
You can also offer an incentive for a positive review. Tread lightly with this tactic as it may come off as pushy. Be sure to share this with customers that you see a long term relationship with.
With each purchase, you can request a review. Each purchase is an opportunity for a positive review.
Remember - they will not know to write a review unless you tell them.
Online reviews are an excellent way to build your future customer base and encourage new customers to visit your store. Platforms like Google and Facebook offer reviews for the people to see and you can use them to your advantage. Managing your online reviews is very important for your business. Each business has a digital footprint that they need to be aware of. Take the time to comment on your reviews and encourage good customers to write about their positive experiences online. Build credibility through the reviews and watch your business thrive.