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.