Have you ever tried to get people to leave reviews on your business? It can be like pulling teeth sometimes, and it could leave you wondering why you bother. But reviews are the lifeblood of Google My Business, so if you want to make it as successful as possible, you need to be going out there and collecting as many of them as possible. But how do you do that, and keep your star-rating as high as you can at the same time?
A lot of requests for client feedback fail because the business waits too long to ask for it. Months later, a customer is going to be a bit fuzzier on the service, not quite remember how it made them feel, and overall not be as interested in helping you out by taking the time to write it down. When it comes to collecting feedback, the best policy is to strike while the iron is hot, and not wait around. If you’ve just finished a project with a customer, send them an email asking for their feedback and a review right away. If someone has just purchased from your online store and their order has arrived, send an email asking what they thought of it, with a link to your GMB page to leave a review. At this point, they are still actively engaged with the process, and much more likely to respond.
Give Customers A Reason Why
There will always be people who are more motivated to leave positive feedback when there is something in it for them. And honestly? That’s most people. In fact, customers are 5 times more likely to share a negative experience with you off their own backs than a positive one – which is the last thing you want! So if you’re really struggling to get people to leave positive reviews, consider giving them a reason to do it. Whether that’s something as small as a thank you card or a little discount on their next purchase, you are more likely to see action if there is a reward at the end of the process. Consider what appeals to your customers, and using it as a carrot to gather reviews.
Tell Them What You Want
If you want actual reviews (and long ones), not just stars, then you might need to give your customers a bit of help. Many people might not know what to say in a review, which is one of the reasons they don’t leave one by themselves. So when you ask for reviews, be specific! For example, you could say:
“Please review your purchase and – 1. Tell us what product/service you bought, and why 2. Did it do what you wanted, and would you shop with us again?”
It’s simple, effective, and gets the information you want from the customer without them having to go to too much effort.
Make Sure You Thank Them
Monitoring your reviews once a week might seem anal-retentive, but you need to know what is being said at all times, and gives you a chance to respond. When a customer leaves you a review, be sure to reply to it with a thank you, or addressing any issues the feedback might have brought up. If you set aside 5-10 minutes once a week to catch up, you’ll quickly find you get on top of it. A few personal lines is all you need here – but a simple thumbs up or ‘thanks’ won’t quite cut it.
At Ad-Extra, we believe that collecting customer feedback is an incredibly important part of running a business – but more so when you’re trying to advertise on Google. Your star rating and reviews are often one of the first things your customers will look at, and so making sure you have a lot of really positive feedback readily available is essential. If you would like to know more about how to encourage positive reviews on your Google My Business page, just get in touch with us today.