Train your staff to get more 5 Star reviews
In this article we’ll be looking at some simple ways to train your staff to get more 5 Star reviews for your business. After all, you understand the value of customer reviews and how they can help you get more local enquiries but do your staff members? More often than not, they are the people your customers are most likely to interact with. Therefore, it makes perfect sense that they understand what you’re trying to achieve and more importantly, how they can be part of it.
To make sure this golden opportunity isn’t missed and that you maximize every possible way of getting those all-important reviews, we have broken things down into three basic topics, how to ask for a review, why it’s so important to get reviews and some top tips to use.
Let’s get started…
Firstly, and this should never be under-estimated, is stressing to your team that it’s OK to ask customers for a review. Explain that there should be no embarrassment and that it’s perfectly natural to politely ask especially if they have done a great job and provided a first-class service.
Once everyone understands it’s OK to ask then it’s a case of working out what best works for you. Remember though, keep it simple and achievable – A grand plan that’s over-ambitious is doomed to failure so by having a couple of tactics that are easy to implement you’re far more likely to get better long-term results.
Some simple ideas for your staff to use…
Explain to your staff how Review cards work
Demonstrate how they work and explain that the QR Code and short-link opens your Review page. Make sure they realize that this simple shortcut means customers can use their smartphone to leave a review in seconds. You can even get your staff to use their phones to illustrate how simple it is and reinforce the message.
Have a script – Run through some simple scenarios that your staff will feel comfortable with. Of course, every business sector is different and therefore some details may change but in essence, here’s a typical scenario that can be adapted to your business setting:
Staff – Hi, was everything ok (with the service we provided)
Customer – Sure, everything was really good thanks.
Staff – That’s great, thank you so much. As a local business we rely on customer reviews so would you be kind enough to leave us a review, please?
Customer – Of course, no problem – How do we leave a review?
This is when a review card is given to the client and the staff member explains how they work and prompts the client to action. Having seen how the cards work, your team should feel confident in explaining to the customer what to do.
Don’t just tell …demonstrate! This method is particularly effective and favored by businesses that can interact with their customers:
Showing customers how they work is the best way of ensuring success. Give each happy customer a review card and ask them if they have ever seen one before. Invite them to scan the QR code using the camera on their smart phone then explain that they can leave a review by simply tapping the stars and then typing in a sentence or two about how pleased they are. This simple prompter works wonders and once your staff know this works just watch the reviews roll in.
Timing is everything – It’s not just a case of what to ask but when to ask. If a client is halfway out of the door when you ask for a review then you have probably missed the boat. Similarly, you need time for the customer to appreciate your service so don’t charge in too early.
Ideally, you should wait for a suitable time a few minutes before the customer leave (or you leave them) to give them time to act. For instance:
• In hospitality – While they are waiting for the cheque to be presented
• Trades in the home – While you are tidying up and preparing to leave
• Healthcare – When they are waiting while you arrange their next appointment
• Service industry – Just before the work is completed
To summarize, give your staff a firm strategy comprising of what to say, when to say it and the tools to convert compliments into reviews
Explaining to your staff why reviews are important.
As with everything, it’s just as important to explain why something should be done rather than simply demanding it. Your team are a valued part of your business and taking the time to elaborate on your strategies will build trust and get them on board to a greater degree.
Again, every industry and business sector is different but a few basic principles can be interpreted to fit in with the way your company operates. Here are some typical ways to get started…
Explain the importance of reviews and that they are a proven factor in how customers judge a business. It’s a fact that more customers than ever use them to decide whether to commission or visit a local business.
Tell them that they also influence Google ranking and a business with many reviews is more likely to prosper than those without. For a workforce that relies on tips or commissions, this can be a real wake-up call!
Here are some top tips on getting all your staff motivated to get reviews:
• If you hold weekly or monthly team meetings add Reviews to the agenda.
• Get feedback and ideas from your team – If they feel their opinions count it will help them take ownership of getting more reviews.
• Share positive reviews with your staff. Everyone loves being praised and every 5 Star review should be seen as a pat on the back for your team
• Make getting reviews an important aspect of the working day and gentle encouragement every so often will keep everyone on board.
• Set some small and achievable targets for your team. A tray of donuts or crate of beer for reaching a target goes a long way and lifts morale no end!
The quality knock-on effect…
Whether it be improved service, better productivity or higher levels of customer satisfaction, it’s evident that businesses that have created a review culture often see their staff go that extra mile to keep customers happy. It’s natural that if you’re going to ask for a review the motivation is there to make sure it’s a good one. So if in doubt, reviews can be the difference when it comes to getting more of the local custom your business deserves.