You have been putting a lot of hard work into your business just so your customers are satisfied and have no reason to complain. This hard must pay off somehow, so you ask your customers to leave reviews about their experience with you on your website. Surely, most of them will leave you feedback. So you have feedback on your website and its all positive. What else can you do with this feedback? How can you make the most out of it so that it really impacts your business in a positive way?
Just by already having positive feedback on your website is a first great step. Many companies struggle to get any reviews from their customers. By having these reviews on your website, they can help you improve not only yourself as a business owner, but your business as well. Even if they are all positive ones, there is always more room for success.
So, what else can I do so that my online reviews work for my business?
Reviews can make or break your business. Aside from increasing sales, reviews can provide credibility to your business and build trust between the business owner and potential customers. Considering the high level of impact that reviews can make on your business, deliberate actions must be taken to ensure that you use this option to your advantage.
According to Forbes, you can use the following tips in order to make the most out of your online review for your business:
- Consistently respond to your reviewers: It is a good idea to respond consistently to all of your reviews. Monitor your reviews and respond to each of them whether it is a negative or positive review. If you have received positive feedback, always thank the customer. If the review is negative, acknowledge the grievances even when you think they are not warranted, and encourage them to contact you directly so that you can discuss the issue and clear up any missteps.
- Avoid knee-jerk reactions: Yes! Oftentimes when we receive some online criticism, it can feel like a kick in the gut. We may be tempted to lose our temper if we’ve received unreasonably low ratings and negative reviews, but be calm; do not let your emotions get in the way. Instead, write a polite and patient response. Remember that nobody is perfect. What matters is how you respond to the complaint or negative review.
- Respond professionally: Respond to all of your reviews in a professional manner. Reviews and responses go a long way to give a quick assessment of your company. Keep it professional, avoid the use of vulgar words and avoid using racist or offensive remarks. Do not use generic templates, be flexible in your responses. Take time to write responses that are thoughtful, personal and humanized.
- Keep it easy: Make it easy and as straight-forward as possible for customers to review your products or services. CEO of Phoenix Scottsdale Golf, Anthony Trapani, regularly solicits feedback from customers in order to provide better customer service. You can solicit this feedback from customers by emailing them post-purchase and asking them to leave a review, or comment on their recent purchase.
- Manage the situation: The reason why we want our products reviewed is because we want to improve on the service we provide, and also increase traffic to our sites. With this in mind, the most effective responses to online reviews are the ones that address the cause of the reviewer’s dissatisfaction. This will give new visitors assurance that if they encounter any issue, they can get it solved. Write simple phrases to show that you are working on the issue raised. Ask the customer to give you a second chance. When a situation is effectively managed, customers are likely to post more positive reviews.
These are only a few tips that will allow you to make the most out your online reviews. When the customers see that you are attentive to their comments, they will feel important and will make them want to do business with you again. They know that you are hearing them and they will appreciate that.
Customer reviews should be very important to you. Remember, they have the power to make it or break it fro your business.