The easy answer to getting reviews is to ask for them ; however, we get busy and forget to do that. A better approach is to build ‘asking’ into your sales process. If you are a traditional retailer, asking at the point of purchase is a good idea ; a home remodeler – ask at project completion, appliance store – ask after the delivery, etc. The best time to ask for a review is when you feel your customer will be the happiest (and most willing to take time to offer a positive review). Here are some other pointers to help get positive reviews for your organization:
1. Create a QR code
(or short URL) to direct folks right to the actual review form. Asking someone to go to Google, pull up your Google Business Profile and leave a review is much more laborious than clicking a link or using a QR code to go directly to the review form. Keep it quick and easy for your customers and it will be easier to get reviews.
2. Create a system using email and/or SMS follow up to get a review
Home service companies typically automate this process and send SMS/email follow ups after the service/delivery/etc. Project-based organizations follow up with a customer survey (and ask at that moment). Find the system that works best for your organization and stick with it. Not everyone will leave a review so consistency in asking is important.
3. Reply to all Reviews
Google is great about sending updates when someone has left a review, this cadence makes it easy to reply to the reviews. In addition to replying to reviews, it’s a great idea to reach out personally to that customer and thank them for their business and for the positive review.
4. Train your team to ask customers for reviews
Current customers who have a problem solved by internal staff are prime targets for great reviews. Make sure your team has a link to send the customers to keep it easy for them.
5. Encourage photos in reviews.
Reviews with photos get more authority, so encourage photos whenever possible. Some brick-and-mortar locations will have an area (or booth) set up to capture reviews, not a bad idea (be sure to include your logo in this area for extra brand equity in your reviews).
6. Remember that not just customers can leave reviews
Be sure to ask your employees and vendors for reviews, they SHOULD leave good ones 😉.
7. Offer a ‘Review Exchange’ to people in your network
It’s likely that your customers (especially for B2B) and vendors also understand the importance of reviews and are in a similar situation. By offering to leave them a review if they give your business one, everybody wins!
In order for the aforementioned actions to work, an organization needs to deliver the best products and services à this should be addressed first 😊.