A great way to offset not-so-flattering online reviews is by gaining positive ones. (Read our blog post for help responding to negative reviews.) This may be much more easily said than done, but the path to glowing customer comments is easier than you might think – just remember “BASS.”
Go the extra mile for your customers whenever you can – this might mean taking an extra minute to answer a question or perhaps squeezing in that last appointment at the end of the work day. Through it all, be personable and helpful – before, during, and after the sale. When customers interact with you, they don’t want to feel like they’re trapped in an elevator with a stranger. You could be amazed at what a friendly smile and a bit of polite conversation can do!
Don’t be afraid to ask your customers to write a review. If you’ve established a solid rapport, and they have been satisfied with your product/service, customers will most likely be willing to do you the friendly favor.
Seize the Opportunity
Asking for a review at the most appropriate time can also increase the likelihood you’ll receive one. Let’s say you own a doughnut shop. A customer has just come in and told you that your doughnuts are so delicious, this is the third time he/she has purchased them from your store this week. Situations where praise comes up naturally are the perfect times to ask your customers if they would extend a review your way.
Simplify the Review Process
The easier it is for customers to write a review, the more likely they are to follow through. Communicate (don’t forget that smile!) how quick and simple writing a review can be, and its positive impact for your business. Provide your customers with something they can take with them, (like a handout or flyer), that explains how to leave the review. Establishing a simple process may even inspire customers to tell their friends to write reviews too.
A positive transaction isn’t defined solely by making a sale, but by building a solid rapport with your customers. Taking the time to establish this connection can lead to a boost in business when it matters most. When it comes to reviews, make sure the customer knows how much you appreciate their business, and don’t be afraid to ask for the favor.
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