Reviews often get ignored, but considering that 93% of Millennials check them prior to making a purchase decision, can you really afford to? In this presentation we discuss how to get more reviews, how to respond to reviews, and some metrics you might want to use for reporting.
16. Tip 1: Look to reset expectations.
Sometimes customers come in with unrealistic
expectations about your business. Apologize for the
misunderstanding and ask them to come back again to
experience something you do very well.
17. Tip 2: Be transparent on how you will act
on feedback.
If you messed up, let the customer know in clear
steps what changes you will make and when they
should come back to see that you have improved.
18. Tip 3: Own your mistakes.
We all have bad days. Own your mistakes and learn from
them.
19. Tip 4: Keep your emotions out of the
review.
It’s easy to take reviews personally. You should, because this is
your business, but the correct emotion should be “Oh my gosh,
how could this have happened. I’m so sorry.” Arguing or
defending never works.
20. Tip 5: Flatter your customers. Especially
when they’ve earned it.
Did they leave a long and detailed review? Regardless of the
star rating, compliment your reviewer when you can.
21. Tip 6: Practice empathetic listening.
Customers want to be heard. Reflecting back the content and
the emotion of their review will help them to understand you
want the same thing they do – a great experience.
22. Tip 7: When in doubt, ask.
If a review is unclear or vague, ask clarifying questions. This
shows your genuine interest in their experience and a desire
to solve the problem.
23. Tip 8: Celebrate your victories.
When someone pays you a compliment, get excited with them. Say
thank you, but don’t go into explanations about what made the
experience so great. Don’t talk about yourself. Just celebrate.
24. Tip 9: Know when to take it offline.
Sometimes issues should not be handled in public. If it is an
especially sensitive topic, or if you have already responded twice,
take the conversation offline.
Step 2: Link these pages on your other digital real estate – it sounds fancy, and is a mouthful, but it’s actually very simple and obvious. Promote these review pages by adding links on:
- your webpage
- your email signature
- in the about sections of your other social media pages
- in your mobile app