A lot of small businesses don’t understand yet exactly what that means or how to do it.
Some of you do so if this is repetitive, I apologize, but hopefully you will get something great out of reading the rest of this article.
At BrandSavvi.com we offer a tool called StoreSavvi that makes it really simple for you to be able to not only follow up with your customers but also direct them to the right places where you can get the best value for their review. If you’d like more information on StoreSavvi shoot us an email or give us a call and we would be happy to help you learn how we can make your review gathering a lot easier.
Getting Great Reviews: This strategy is really simple: You want to get your happy customers to give you good reviews at specific places online so that other people can learn about your great service.
At the same time you’d like anyone who has a negative experience with your business to contact you directly. This way you can try to make it better for them before they go on social media and make you look like the bad guy.
So how do you get customers to give you more reviews. You ask for them!
It’s that simple but you have to know when to ask, how to ask, and how to make it easy for them to do what you’re asking.
First let’s talk about: When to ask.
The best time to ask for a review is immediately after your customer has had a great experience with your business. It makes sense right, but a lot of business owners don’t take the opportunity to ask for a good review.
Now what if you think your customer has had a bad experience. Then it’s super important that you talk to them before they leave your store. Find out what could make their experience better on their next visit. I understand that we all hate conflict, but in these situations it’s important to do what’s right for your business and that means finding out how your business can do better for this customer next time.
The key here and what’s really important to remember is that most people when they have a bad experience want to vent to someone. If they can vent to you and you can try to solve their problem for them then they’re less likely to go online and trash your business. It makes perfect sense that if you’re a business owner and a customer has a bad experience with your product or service that you would want to fix it for them. Unfortunately we sometimes miss these opportunities. When these opportunities are missed is usually when bad reviews happen online.
So now let’s talk about: How to ask.
The key to asking, is having good communication skills and having good rapport with your customers. That way you don’t feel awkward when you ask them for this favor. And they feel inclined to make it happen for you.
You can ask your customer in person when they are checking out, in an email as a follow up or via text message. Having your customers name email address and phone number are great for tracking customer loyalty and are also very beneficial when trying to get customer reviews. First get them, then we’ll show you how to use them.
The best way to approach the ask is with honesty. Their is no shame in asking for a positive review, and most customers will feel flattered that you care about their opinion. Let them know reviews are very important to your success.
Here’s an example:
You: Hi Mary, you look great! did you have a good day at the salon today?
Mary: I loved it! It’s always my oasis away from life when I come in here.
You: That’s awesome, I’m really glad you feel that way. You know we’re trying to grow the salon and I was wondering if you wouldn’t mind writing a quick review for us online. If you have 2 minutes I can email you a link.
Mary: Yeah that sounds great send it.
Really simple, and I’ll explain the link in a second. Now Mary may forget or she may take her time to write a review or she may not do it at all, but you have planted a seed. Plant enough of these seeds and a few are going to grow. Also a few is all you need to get started. If you make this Ask a part of your routine and train your staff to do the same you will grow your positive reputation in no time.
Make it Simple for them to review you!
The biggest thing that stops people from leaving good reviews is laziness when it comes to going to the site or app, searching for the business name, and then trying to come up with something to say. So take out as many barriers as you can.
Our StoreSavvi product does just that. Now lets say the interaction above does not happen in the Salon, instead you make it common practice that whenever a client leaves the Salon you send an email to follow up on their experience. The email has a link to your private review filter on StoreSavvi. Basically we ask your customer:
Did we do Great, Mediocre or Horrible.
Based on what they click, we funnel them where we want them to go. All the greats get asked to leave a review on Google or Facebook and all the others are asked to share their comments with you. That way anything bad comes to you so that you can try to repair the relationship.
Super Simple and all you do is send an email.
Online reviews are So Powerful, especially for local businesses. Just a few reviews makes the difference between growing your business or fading away.
I hope you enjoyed this post and we look forward you build a stronger brand for your business. Give us a call or send us an email to get more information on BrandSavvi Services and our StoreSavvi product.