business owner

How To Get Control Of Your Online Reviews

There is no doubt about it!

Online reviews directly shape your image, and are a must have for any business to thrive in today's industry. In fact, studies have shown that 92% of consumers take to the web to browse the review section before contacting a business, and what's more, 84% of consumers trust these stranger's online reviews as much as a personal recommendation from a close family member or friend. Now, given some of the reviews we've come across online, that statistic can quickly become a source of anxiety for any business owner. After all, you can't control the reviews, can you?

worry.jpg


Well, apart from always striving for excellence and caring about your staff and consumer interactions, you are right. You can not control the reviews that someone might leave. However, you can control your response and actions, which as it turns out, might be more important in managing reviews than we previously thought.

Let's explore that a little.

Have you ever gone out to a restaurant with friends or family, only to be disappointed by the service and food? You waited a while to be seated, even though you had a reservation. Then, your server forgot to bring you your water. To top it off, your friend's steak was medium instead of medium rare (why do they always get that wrong, anyway?). You gossip among the table about your disappointment, and moments later, your server comes over with the famous “How are your first few bites tasting?” question. Your friends and you smile and say, “Great, thanks!”, and your server walks off. Later on in the evening, you and your group find yourself waiting forever for your dessert. When it finally comes, the manager walks over and asks if you enjoyed your experience. You contemplate complaining, but decide against it, and instead, tell him you had a great time. Why didn't you complain? In all likelihood, you didn't want the confrontation that most of us go out of our way to avoid. The same thing can be seen in online reviews.

server.jpg

Now, in the above restaurant scenario, it would have been reasonable to say something politely, but what if the only negative was the wait time? Unfortunately, there are some people who are triggered by an event or action that others may view as insignificant, and depending on how their day went, they may feel the need to take some steam out on you, your staff, and your establishment. We've all seen this happen!

Studies have shown that the more face to face management interactions, the fewer complaints, but online consumers feel more open to say what they want, how they want without the same confrontation. However, if reviewers see consistent feedback on you reviews, they are less likely to complain about the small things, so that they, too, can avoid what may become a confrontational conversation.

While being proactive with your reviews helps decrease the amount of bad reviews you might receive, we want to maintain a high level of positive reviews without resorting to questionable tactics such as discounts for 5 star reviews, so we strongly encourage listening the complaints you do receive, responding with care and empathy, and making the changes necessary to help your business grow.

Negative reviews are actually a great way to learn, and show off your customer service skills. Think about the last time you searched through reviews, good and bad. Did anyone respond? How did they respond, and how did it make you feel?

reading reviews.jpg


Imagine you are looking to get in to TLC at a local spa, and you are looking through the reviews. You see one positive and one negative review as follows.

Positive Review: 5 Stars
“ My spa treatment was the most relaxing experience I have ever had in my life! Seriously, treat yourself to their aromatherapy massage and scalp treatment, and your life will never be the same! Great staff, awesome atmosphere A+”

Negative Review: 1 Star
“I booked an appointment here for my wife's birthday, and when we got there, the receptionist said didn't have an appointment, and couldn't take her till the next day. The staff obviously don't care. I wouldn't go here if I were you!”

Now, at this moment, you are probably left thinking of the negative review, but imagine you see the business response.

Positive Review: 5 Stars
“ My spa treatment was the most relaxing experience I have ever had in my life! Seriously, treat your self to their aromatherapy massage and scalp treatment, and your life will never be the same! Great staff, awesome atmosphere A+”

Response:
“ We are over the moon that you enjoyed your experience with us! That is one of our favourite treatments too! We look forward to pampering you again soon; you deserve it!"

Negative Review: 1 Star
“I booked an appointment here for my wife's birthday, and when we got there, the receptionist said didn't have an appointment, and couldn't take her till the next day. The staff obviously don't care. I wouldn't go here if I were you!”

“We are so sorry that this happened to you and your wife, and there is really is no excuse for it. Birthdays are a special time that need to be cherished, and we do care a lot! If you can give us a second chance, we would love to pamper your wife even more by adding a complimentary half hour massage onto her pedicure for a full day of pampering. In the meantime, we will investigate further as to how this happened. Take care, and we hope to hear from you both soon!”

So, are you left thinking about the negative review, or how kindly the spa responded?

In the end, you can't control the reviews that are left by consumers, but your actions on and offline can go a long way to reducing and even reinventing bad reviews.

Looking for some help reinventing your google review section?

Contact our Online Reputation Specialist to help increase your online reputation and build your consumer base!  

Google Reviews Make People Notice and Connect With Your Business

It's no secret.

You probably already know Google reviews get your business seen, and without them, your business can easily become invisible to thousands of potential clients daily. However, what you may not realize is just how important google reviews are for client accessibility too! Google reviews can act like a gateway, guiding customers straight to your door in a way that other paid advertisements simply do not.

In fact, did you know that 80% of people will click, call or visit a business AFTER reading a positive google reviews? It's true!

People today are busier than ever, and with their chaotic lives, what your customers crave most are EASY SOLUTIONS! Your business' customers don't have the time or the patience to be scrolling through multiple web pages to find the information they are looking for. Luckily, Google works for you and them, making it easy for them to find, explore, and connect with you, all in one place- Google Reviews.

floor easy call.png

 

Let's say, you are looking to renovate your home, and it is time to upgrade those floors! You google "local flooring specialist", and google gives you a convenient list. Google gives you pages of listings, actually... Do you scroll through pages 2-5? Probably not! In fact, you probably won't scroll past the first 5 listings, let alone 5 pages. Your eyes instinctively scan the page for the highest rated businesses, and you begin to check them out. The first one looks great, but you have to click their website, scroll down to contact, copy and paste the number, and then call them. Not that hard, but it's definitely more work than you want to do at the moment. The next one is just as good, and someone left an excellent 5 star google review yesterday! Perfect, you can see that they are located about 20 minutes away, and their number is linked right there for easy accessibility. You click the blue highlighted number, and your phone instantly connects you their friendly staff. You now have your floors scheduled, and they just landed themselves another client! Too bad the other, equally as good business missed out! Make sure you and your business is seen and accessible!

 

How do you get seen and connected?

  1.  Keep your google reviews high and consistent (google will automatically move and keep you towards the top of the list).
  2.  Keep your contact and business information updated at all times
  3.  Respond positively to all Google Reviews- good and bad!
  4.  Keep active on your Facebook and websites by updating pictures, posting blogs, and adding new content. 


Google also makes it easy for business owners like you to track your success throughout the month by using your Google Business Page Insights! Here you can review how many customers called, requested directions, viewed your website, or tried to connect with you via chat. What call of action do you think is most beneficial for your business clients?

image (1).png

 

Need help getting noticed?

Connect with a qualified Online Reputation Specialist @ www.reviewmenow.com/contact/