Let’s be honest – if you are online searching for a product or company, and reviews are available, you will take a look. And, if you happen to find unfavorable opinions, you will more than likely take your business elsewhere. Why take the chance of having a bad customer experience? On the other hand, if you see positive reviews, you might be even more enticed to check that business out. But how much weight does a review from a complete stranger actually have?
According to a recent study 79% of consumers said that they trust online reviews just as much as a personal recommendation.
This means that your online reputation could be directly effecting your level of business. Although negative online reviews are not ideal they provide an opportunity to rescue a customer relationship. Of course there is always going to be situations where a customer may not be fully satisfied, but it is your job to take the steps to attempt to resolve the situation and re-establish a positive customer experience.
I have a bad review now what?
Act fast! The sooner you respond the more likely you will be able to come up with a viable solution that will satisfy your customer. To effectively monitor your reviews you can set up email alerts that will instantly inform you when your business has received a new review on your social media platforms. Regardless if the review is positive or negative it is ideal to respond immediately and indicate that you appreciate their feedback. Although an unhappy customer may refuse to accept any kind of solution the response shows future customers that you strive to ensure that every customer is satisfied. If you are able to to come to a solution your customer will be more inclined to update their review or delete the negative review.
How Do I get my customers to actually write a Review?
Ultimately good reviews are a reward for exceptional customer service, but many great experiences go undocumented because most consumers are too busy or simply forget. A good way to encourage reviews is to interact with your customers in person & mention that you would love to get their feedback on their personal experience. By communicating to your customers that you value their opinion & where they can submit their feedback(eg. Google Plus, Facebook, Trusted Pros) your customers will be more inclined to take the time to write a genuine review. Google plus reviews are ideal because they help give you a competitive advantage in the local listing section on a Google search. If your company has 10 reviews in comparison to your competitor that has none you will appear higher on the list because your reviews prove that you are a local business.
5 Star Service
Another advantage of attaining Google reviews is the 5 star ranking feature that allows your star status to appear beside your listing. A positive Star status will instantly catch your online user’s attention and inform them quickly that you provide top notch services. A 5 star status will stimulate web traffic, and more importantly prospective clients that are looking forward to working with you because of your strong online reputation.
Search Engine Optimization is not just first page rankings, but involves building online credibility that makes prospective clients want to work with you. Here at Rocket SEO we ensure that your Google rankings are consistent with your high customer service and your glowing reviews just confirm that you deserve the top spot!