Online reviews, both positive and negative, have a major impact on your business. They are often taken seriously by potential customers and play an important role in your findability on Google. The better your reviews, the more likely you are to rank higher in search results. It may seem like online reviews are beyond your control, but with a little effort, you can grow the number of reviews for your organization significantly. Here’s how to collect reviews and deal with negative reviews in a professional manner.
The first step
Make it easy for customers to post a review. Register your business with providers such as Google reviews, Trustpilot or Feedback Company. These platforms allow reviews to be visible in search results, strengthening your online presence.
Ask for reviews
The fastest way to get reviews is to ask for them. Send a portion of your customer base an email asking them to post an honest review. Don’t specifically ask for a positive review, but emphasize that you want feedback to improve your service. Customers appreciate transparency and then feel less pressure.
Automate your requests
Manually asking for reviews can be time-consuming and is often forgotten. Automate this process by including a review request in emails you already send, such as order confirmations or follow-up messages. Make it as easy as possible for customers by including a direct link to the review platform in the email, for example.
Do not offer rewards
It seems appealing to offer customers a reward for posting a review, but this is not allowed by most review platforms. It can come across as bribery and often leads to exclusion of your business on these platforms. Trust the power of honest feedback.
Comment on all your reviews
Respond to every review, positive or negative. Thank customers for their feedback and ask permission to share positive reviews on your website or social media. For negative reviews, it is important to respond compassionately and acknowledge any mistakes. Show understanding and offer a solution, showing that you take complaints seriously.
What if a review is incorrect?
If a negative review seems unjustified, respond professionally and compassionately. Explain the situation without getting defensive. Show that you understand the customer and offer compensation if necessary. This gives others confidence in your approach and shows that you are customer-focused.
Make sure reviews are visible
Display positive and negative reviews on your website to show transparency and convince prospective customers of your focus on customer satisfaction. For example, use a WordPress plug-in such as the Google Reviews plug-in to easily display reviews.
Do not expect immediate results
Collecting reviews takes time. Positive reviews offer social proof and help convince potential customers, but this process works in the long run. Want support in collecting and using reviews? At OnlineLabs, we are happy to help you improve your website and online visibility.
