Online reviews can be a complicated puzzle to solve. Whether it’s Yelp, Google, or a social media platform, it is crucial for any successful business owner to stay on top of what customers are saying about your business. Here are some steps you can use to take control of the online review process.
- READ AND RESPOND:
Although there are several online mechanisms for leaving a business review, it is important to read them all, and respond accordingly. If a customer is dissatisfied, they are 20 times more likely to talk about your business than if they were satisfied. Be prepared to read unfavorable reviews and react with a “solution”. Carefully think your response through, be apologetic, and most importantly, welcome the customer back with an incentive if necessary. Never get caught up in an argumentative way. Peaceful solutions and positive responses will also catch the attention of prospective customers who may read the review. Let them see that you are attentive to even your most dissatisfied customers.
- SOLICIT REVIEWS:
When a customer has a good experience with your business, encourage them to leave a positive review. You can also provide incentives for doing so, by way of discounts on future business. Soliciting positive reviews from your most satisfied customers can help build an invaluable positive rating. Always remember, prospective customers are more likely to give you their business if they see you providing good service.
- USE SOCIAL MEDIA TO ENCOURAGE REVIEWS:
With the influx of social media as a forum for business promotion, it is possible to encourage positive reviews by offering online promotions. When a customer takes advantage of one of these promotions, encourage the customer to leave a review on the page. This creates a chain of dialogue directly with the customer so others can see first-hand how you handle customer opinions and reviews. Keeping your social media dialogue positive is easy to do because you have more control over content on a social media page than say a Yelp or Google review platform.
So, put your best foot forward and take control of your online reviews.