Review Management Customer Interactions
Let’s not forget that your list of emails and phone numbers is still your list of customers. These are the people you rely on for repeat business as well as a review. Here are some suggestions about how to treat them well while still having an effective review acquisition strategy.
1. Respond to reviews
You should always show your appreciation to your customers by responding to their reviews. Most businesses do not respond to positive reviews which is why you will stand out if you do. Your response to a positive review doesn’t have to be long, just let them know you appreciate their business and feedback. Don’t copy and paste the same response to everyone.
Negative reviews can be difficult to respond to but it needs to be done. Here is a link to an in-depth article that talks about the proper way to do it.
2. Getting phone numbers (if you don’t already)
This is a difficult yet crucial task your future review status depends on. This is also something that can stop a business from being able to make it work at all. Don’t let the feeling of unease here stop you, there are thousands of big and small businesses that get phone numbers for review requests every day all day.
First of all, you should know some methods that don’t work. Don’t put up a sign that says “Ask how you can write us a review.” That doesn’t work. No one is going to volunteer to do the work. Don’t ask while they are in the middle of eating or in a conversation with someone, no one likes to be interrupted.
Here is what you can do. While you or your employee is talking to the customer (possibly while checking out), say something like “Reviews are a big deal for our business, would you mind if I sent you a text with a link that makes it easy to write one?” I know that one is a little bit on the long side. You can also just say “Would you mind if I text you a link to write us a review?” If they say no to either one of those respond with “Ok, would email be better?” If they say no again, say “No problem, will you look us up some time and give us your feedback?” No one ever says no to that, and if they do it’s probably because they had a bad experience and you should see if you can resolve it before they leave your business.
3. Getting and using feedback
Feedback is important and Zurvia can help you get lots of it. In addition to the reviews themselves, you should pay attention to your contacts list found on your dashboard. There you will find that some customers may have given you a star rating without actually leaving a review. You should check here regularly to see if anyone has left a low star rating. You can also see if someone responded to the text message that was sent. With these two methods, you can get more feedback and have the ability to contact those with a negative experience and attempt to resolve their concerns. Make sure you take feedback seriously and attempt to adjust your business so that negative reviews come in less frequently.
Review Management Strategy
We have found that the most important factor for determining which businesses will be successful using our tool and which ones will not is the strategy they use.
The wrong strategy: Sending requests when the time or customer is right.
Reviews are an ongoing need and a never-ending battle. You need to stay ahead of your competition and yourself (if you want to grow). If you see it as something you will get to when the time is right, rare will be the occasion.
One of the biggest mistakes we see is when businesses try to be picky about which customers they will send requests to. The problem here is that not everyone you send a request to will write a review (sorry if you thought different). If you are picky about who you send requests to and then only percentage of those actually do it, you end up with not many reviews.
The right strategy: Integrating review acquisition into your process and culture!
In order to keep your business with the best online reputation possible, review acquisition needs to be part of your process. Find a place in your business process where someone has access to either the customer or the customer information and have that person use our tool to send the customer a request. Preferably, soon after your business has an interaction with that customer. This should be consistent if you do it correctly. Google and Yelp prefer consistency, you will have fewer reviews getting filtered this way. Making it part of the process is what is going to help you stay ahead of your competition and keep your reputation high.
Pest Control Company 1
In this company only the owner knows how to use Zurvia and is the only one who sends requests. Whenever a customer reaches out to compliment his business he uses the app to send them a request. He sends an average of 10 requests a month and gets about 5 reviews.
Pest Control Company 2
In this company, review acquisition is integrated into the process. Each technician has the Zurvia app on their phone. After service, if they have an interaction with the customer, they will send a review request as soon as they get back into their truck. This company sends 100 – 200 requests per month depending on the season and get 30 – 60 reviews per month. They increase these numbers each month because they are gaining new customers all the time.