Are you proactively asking your customers to leave an online review as part of your sales process? This is a question we the Fruitful team ask our clients regularly as we know it is an extremely important aspect of a business’s marketing strategy.
Asking for a review can feel a bit daunting, but there are plenty of professional ways that you can ask your customer. You can request a review post-purchase, send out an email marketing campaign to your customers, or you can ask after a customer has complimented your product or service.
Receiving good reviews online allows potential customers to trust your business and feel comfortable enough to make contact with you and make a purchase, because they know others have had an exceptional experience when dealing with your company.
Just as beneficial as good reviews are positive recommendations. When you are approached by a potential customer who has been personally recommended or referred to you, these are the best type of leads. Why? They will already be near the bottom of your sales funnel as trust is already established from the personal recommendation. These recommendations are pulling customers towards your business when they are already in a ‘buying mode’.
The Federation of Small Businesses shared a powerful piece of research that 85% of people trust online customer reviews as much as personal recommendations. This is a huge opportunity for companies providing excellent services and highlights how simply asking your customers to leave you a review should be a key part of your sales process.
With so many free tools out there to show off your services, such as Google Business Profile, what a great start it is for a lead to be greeted with strong reviews on Google search before even entering your impressive website that further reinforces their confidence.
What if I receive a negative review?
It is important to remember that everything you are faced with at work is a learning curve, whether it’s positive or negative! You can only grow and learn from the negative reviews you receive.
It is vital that you engage with the bad reviews, as well as the positive ones. You want to leave an impression to online users that you care about your customers’ opinion, whether it’s good or bad, because you want every customer to have the best possible experience when they deal with your company.
Dissatisfied customers are more likely to return to your business if their issues are resolved. Responding as the owner on Google Business Profile allows you to give your side of the negative feedback, which can often be unreasonable. Whilst interacting with positive reviews demonstrates the true appreciation you have for this feedback and reiterates the quality of the service you are providing. Always make the satisfaction of your customers a priority.
Also, it is useful to know that Google will remove reviews which do not comply with their reviews policy. This would include reviews that project hateful and fake comments, conflict of interest, spam, illegal information and so on…
Given the importance of 85% of customers trusting online reviews as much as personal recommendations, do you sit there and hope people leave you reviews? We are all busy people so make it as easy as possible for your customers to do this e.g. send them a link directly to the exact location where you want them to leave a review.
These actions will only take a couple of minutes but will ensure success in the long term, with many leads converting to paying, loyal customers. So, make sure you are dedicating the time to proactively ask for these online reviews from your customers as part of your sales process.