We all know that we need customer reviews in 2018. We all know that they’re really important to winning more customers and clients. And we all know that sometimes, no matter how good your service is, some clients just don’t ever leave a review. So how do I ask my customers to leave a review?
The first question might be… how do you tip the balance? How do you get more of your existing customers to leave reviews for you?
We think, based on the experience of some of our most successful Review Cards customers, that there are some simple and actionable steps which can make a big difference to how many of your customers will leave you a positive review.
Create a culture which invites reviews
Make sure that at every step of the way, your customers know that they will be asked to leave you a review. Regardless of whether you prefer to receive reviews on TripAdvisor, Yell.com, Google My Business or Facebook, or all of them, you need to announce that fact everywhere.
Use their stickers and posters in your premises, include their logos on any public facing paperwork, leave Review Cards on each table or around the till.
Wherever you post the logo, don’t use the usual “check out our reviews on….” text, instead, your text should read “leave us a review on…”.
You always ask your customers where they found out about you right? If you don’t, you definitely should, otherwise how do you know what marketing is working?
As part of that conversation mention your reviews. It can be something as simple as “that’s great and we’re glad you did find us. Have you checked out our reviews on Facebook/TripAdvisor/Yell.com/Google? We’re really proud of them and love it when a customer leaves one for us. How do I ask my customers to leave a review?
Just plant the seed as part of the conversation.
It’s that old chestnut. Yep, if you want great reviews, your customers need great service. You aren’t entitled to any reviews and you certainly aren’t entitled to a positive review if your service doesn’t leave a positive impression with the customer.
Whatever that means to your business and your organisation, work out what great service looks like (actually listening to your customers is a great tool here) and deliver it, every time.
When a customer comments on how much they like your service, don’t just thank them. Thank them, of course, and then add “would you mind leaving a review for us saying just that, that would really help our business”. Then hand them a Review Card and say “we’ve made it really simple, you just follow the link here, thank you.”
Whether or not you have had any of the conversations we suggested earlier, make sure you ask your clients or customers at the end of the transaction if they would leave you a review. The simply act of asking will significantly improve the chances of them doing so.
If you join up all of the above, the cumulative effect will be that you have planted the idea of leaving a review in EVERY customers mind. At the moment I bet only a select few of your customers even know that you accept reviews. Talking to every customer will make a difference – check back in on the Review Cards Facebook page and let us know how you’re getting on, which of these tips you like, and any other tips you have.