Who are YOU going to do business with? A company with no reviews, one with some good and bad reviews—or the company with a five-star reputation?”
When people go looking for a new hairdresser or chiropractor or car dealer or Thai restaurant, what do they do? They ask their friends and they search for what they want online. Both of these things lead them to your reviews.
In fact, 85% of the people with a word-of-mouth referral will go look up the company they’ve been referred to online. Sometimes it’s to look up a phone number or get directions. Sometimes they want to investigate further. But what they see when they look up your company’s information is your star rating for your reviews.
So, whether your prospective customers heard of you from a friend or simply found you online by typing in keywords in a search engine, they come face to face with your review ratings wherever they find you online. If they look you up on Google, they see your Google+ review rating. If they’re on one of their favorite review or local listing or social media sites (such as Yelp or Yellow Book or Facebook), they’ll see your star rating for that particular site. And next to the word-of-mouth referral itself, people trust online reviews more than anything else they encounter (including your website, your social media photos and so on) because they come from a third party instead of the company.
The bottom line is, if you want a continual stream of new business, you have to have an excellent reputation. There’s just no getting around that.
That’s great, you might think, but what can you do about what other people say about you online?
There’s actually quite a bit you can do to build a five-star reputation online. Here are some of them:
1. Make sure you can be easily found on review sites and that your information is correct.
First, you want to get your business out there on the numerous online sites your potential customers are looking for you with up-to-date and correct information. If someone recommends a particular pet supply company to you and you go to the address listed online, but find a bank and a smoothie bar instead, it’s likely you may go somewhere else instead of trying to solve the mystery of the wrong address because your hungry cat is at home waiting for you.
2. Find out what your customers are saying about you and be proactive about responding to them.
Once you’re easy to find, you want to make sure you know what your customers are saying about you on all those different sites when they leave reviews. Why? Several reasons. The most important one is so you can respond to negative reviews promptly. You never want to leave a negative review without some kind of appropriate response. And it’s also great to respond to positive reviews. Responding to reviews in the right way shows the customer and everyone who reads that review online that you really care and can often turn a negative situation around. A recent poll of people who left negative reviews for companies indicates that most people would consider changing their negative review to a positive if they were contacted by an owner or manager within a reasonable time frame.
3. Get the most reviews possible.
You can ask your customers for reviews at every turn by mailing them postcards or emails asking for a review, putting your review request on business cards, table tents, flyers, stickers, window clings, counter cards—wherever your customers are—to get the maximum number of reviews possible.
4. Be smart about where you send your customers to leave reviews.
And you can direct your customers to a feedback page that works in your favor, sorting good reviews from bad and only allowing the good ones to impact your review ratings on the review sites.
5. Make your five-star reputation a focus of your business.
You can educate yourself and your staff on how to consistently get five-star reviews and why it’s so important to the success of your business. You can also engage your staff, if you like, in going through the reviews to motivate and inspire them with the great feedback and learn from any negative feedback.
Easy. Our Build Your Five Star Reputation Program assists you in getting more and better reviews in as short a time as possible to make your business highly competitive in the marketplace and position it to become a market leader. Here’s what’s included:
If you’re hard to find online, you’re doing business on a wing and a prayer. Setting up your business on popular citation sites where people are looking for you will help you reach a much bigger audience.
We claim and verify up to 20 business citations on behalf of your business. That includes your local listings on all three major search engines (Google, Bing and Yahoo!) and major review and citation sites relevant to your industry. We make sure all the information is correct and up to date and post additional information such as photos, video and descriptions you provide.
If you don’t know what your customers are saying about you, you have no chance of fixing the problems that are costing you business or knowing what to keep doing based on what you’re doing right. Being able to read the reviews your customers are leaving for your business all across the web as they come in and respond to them in a timely fashion is just a smart thing to do.
We monitor up to 20 major citation sites where your customers are leaving reviews for your business and send you an email alert whenever anyone posts any review—positive or negative—about your business. We also send you a monthly analytics report with your progress and reputation score, which calculates the number of five-star reviews you need to create or sustain a five-star reputation on the web.
Worried about bad reviews? We’ve got you covered. We create a custom feedback page that filters bad reviews from good reviews and pushes only the good reviews to the online review sites. Any review less than a good review is automatically sent to you privately for your action only, but not to the live review sites to impact your review ratings. This proprietary strategy will increase your star ratings on the sites of your choice by only allowing your highest star rating reviews to go through.
A Private Review Page only works if people are going there to leave their reviews, right? Accomplish this by asking for reviews everywhere. We make it easy by providing you with a complete media center with professional designs customized for your business encouraging customers to leave reviews on your Private Review Page. There are 10 types of media: post cards, table tents, business cards, flyers, stickers, window clings, counter cards, rack cards, bookmarks and email templates. We’ll guide you in how to use as many of these media types for your business as appropriate so you can get the maximum number of reviews from your customers.
Customers leave five-star reviews after they’ve had a great experience that’s created by both their reaction to your products and services and to the interaction they have with you or your staff. Our online training videos can help your staff understand the critical role they play in helping your company build and keep a five-star reputation. This is particularly powerful and motivating when combined with going over incoming reviews during meetings that emphasize kudos for a job well done, as well as learning how to do better from less complimentary reviews.
The Build Your 5-Star Reputation Program includes: