Category Archives: getting online reviews for business

How to Get Better Reviews for Your Business (and Better Local SEO!)

business team excited about positive reviews and better local seoBetter online reviews are better for local SEO and better for business. Statistics prove the statement true; online reviews play an important role in building trust with potential customers. Research has shown that 88% factor online reviews into their purchasing decision (Source: Search Engine Land). More than 70% of customers say positive reviews play a part in trusting a business.

Search engines are also rewarding businesses for excellent reviews. Review sites are an integral part of a comprehensive and effective local search engine optimization effort. Fortunately, getting reviews—specifically positive reviews—can be easily integrated into existing operations, though it does require a strategic approach and implementation. The effort also may require outsourcing for a complete, optimized online presence.

Select review listing sites relevant to your business.

The list of online review sites may vary slightly for every business. Businesses need to select local directories and review sites relevant to their industry and their audience. The list is long, but can include significant sites like Google My Business, Yelp, the Better Business Bureau, and Manta. (Local SEO experts can assist with the process of selecting sites and planning a comprehensive local SEO strategy.)

The first site, Google My Business, should be on every business list and should include a complete profile. This guide from Search Engine Journal details the process to an optimized Google My Business profile. Once completed, the process for getting reviews that can complete the profile and build trust should be established.

Review business standard operating procedures for opportunities.

There are numerous opportunities for businesses to ask for reviews and deliver the service that generates positive feedback. Every interaction should be viewed as an opportunity to earn satisfied customers. Make staff members aware that they are part of the process, and that negative reviews can be left by customers at any time.

To elicit positive reviews, try to ask satisfied customers shortly after a good service delivery. This can be done by the salesperson who follows up, the staff member who delivered the service, or by a manager who contacts the customer to gauge the level of satisfaction. Customers typically respond to in-person requests. (A more in-depth list of ways to ask for reviews can be found in this post.) Once the opportunities are identified, assign the task to a specific staff position or party to ensure consistent requests for reviews are made. If the ask for reviews is made electronically, be careful of making the ask for a review on the review sites. Some review sites prohibit asking for reviews on the website.

Customers appreciate when the process to leave a review is simple, so take steps to make the process as easy and convenient as possible. If the request is made in person, send the link the customer’s e-mail after they have agreed. For businesses with an automated survey system, follow up survey responses with the link for a review. In the same way, include shortcuts to the company’s review sites in electronic communications, on the website, and on business social media sites.

Include review asks in training protocols.

The process for identifying and requesting reviews should be included in the procedure for training future staff members. For example, future sales staff should be trained on follow-up procedures that include the request for reviews. If the process is part of the registration process, train future staff on procedures for identifying satisfied customers and requesting reviews.

Another part of asking for reviews is responding. Companies should respond to every review and train the staff responsible on the correct ways to deliver excellent customer service to negative inquiries. Responses to negative reviews should be seen as an opportunity to showcase excellent customer service. If the resolution to the negative review is simple, respond publicly with a comment. For more in-depth matters, respond to the customer with private messages. If the matter is resolved to the customer’s satisfaction, ask the customer if they would be willing to change their review.

10 Ways to Ask Customers for Online Reviews

customer filling in online review, leaving star review for businessOnline reviews have become a hot online commodity in today’s modern world. Customers research your business. They see those reviews. And statistics have shown that online reviews play a significant role in a customer’s purchasing decision. Every business wants positive online reviews. How do you get online reviews?

Before you start blindly reaching out for reviews, be aware that asking for online reviews comes with a risk—and additional work. Negative reviews come with positive reviews. All online reviews come with their own process: asking for reviews, monitoring reviews, and responding to reviews. All of these steps can be integrated into already existing operational procedures and should be included in the training of every employee who interacts with customers.

Asking for reviews

Because every business is different, it’s up to every business owner and manager to choose and implement the tactics that work for their company. As you determine what tactic is right for your business, know that there is value in pre-screening customers before you make the ask. Put simply, a positive review is more likely to come from a customer who has positive feelings about the work your company has done for them. Obviously, pre-screening does not mean your company is exempt from negative reviews. Negative reviews can come at any time (and from anyone)—no matter how and who you ask. Here are some ways to ask customers for online reviews:

  1. Put a sign by the register asking for reviews (with or without an incentive)
  2. Ask “Can you help us by reviewing us on _______________?”
  3. Ask “Were you happy with your service/product? We get a bonus for positive online reviews and would be grateful if you left a review on ______________.”
  4. Send out an e-mail to customers (with their permission-here are solid ways to build an e-mail list)
  5. Pass out flyers with instructions for review
  6. Include instructions for online reviews with packages that are sent out
  7. Have salesmen ask satisfied customers on phone to leave reviews, follow up with e-mail
  8. Include request for review on e-mailed receipts
  9. Offer a discount for next purchase with a review of the product
  10. Ask for review when corresponding with customer in social media messages

Monitoring for reviews

Awareness of reviews is a significant part of the review process; it can also be a challenge with so many online review sites. Once you’ve put your business out there with solid profiles on all the review sites, make the monitoring process efficient by contacting a company with an automated process that makes you aware of reviews posted about your business.

Responding to reviews

There is a general rule: respond to every review, both negative and positive. There are a few exceptions to this rule, though these are far and few in between. If the review is negative, always remember not to take the review personally. Remind yourself of this as you use these tips to respond to negative reviews:

  • Identify the customer’s problem. Read through the customer’s complaint completely, and identify the source of their complaint. Don’t be afraid to ask them to private message you with more information about their problem.
  • Respond promptly. Customers expect businesses to respond with online customer service within an hour. Don’t delay and add fuel to an angry customer’s negativity.
  • Don’t ask a customer to call you or take other steps to contact you. Communicate with them on their chosen medium and don’t make it difficult for them.
  • Show sympathy. Saying your sorry they have a problem does not show weakness.
  • Apologize if you were in the wrong. Try to sandwich the negativity with “Thank you so much for your feedback. We apologize for the delay by our technician. We will use your feedback to make sure that this error does not happen again.”
  • Showcase your customer service skills. Be incredibly polite. This is your chance to show them that you care enough to resolve the issue.
  • Read through your response before you send it to ensure that your response is appropriate. If needed, ask another manager to review the response.
  • Don’t respond to every customer with a canned (copy and pasted) response. You want your customer to feel like you care, not like they are one of a million customers.

If you are using an automated monitoring process, you can often respond and resolve the review before it becomes public. Don’t hesitate to take the time to protect your online reputation via reviews; the effort is well worth the investment, both for you and your customers.