*Updated January 2022.
Reviews can make or break your HVAC business. Most customers will make their buying decisions based on what other people have said about your company and the products or services you sell.
Getting more business reviews, therefore, is instrumental in displaying your credibility to your customers. Here are the do’s and don’ts when you’re trying to get more business reviews.
Do: Respond to Reviews
A responsive business is the one that is most likely to succeed. Responding to business reviews, whether they be positive or negative, shows that you pay enough attention to your customers and are eager to improve your quality on their behalf. Since customers make buying decisions by looking at reviews, seeing that you are responsive will possibly increase your credibility.
It is also going to influence other customers to be more willing to share reviews regarding your business.
When answering reviews, make sure to show your gratitude. This can start with ‘thank you for your review, we’re glad you enjoyed our product’ or ‘thank you for taking the time to report this.’ A personalized answer is also something that will be well-received by your customers.
At the same time, make sure you are providing actual solutions to issues customers have. This can come from you asking them to send you a report of what happened, providing a refund, or simply noting their concerns and keeping them in mind for the future.
Do: Ask the Right People for Reviews
It takes wisdom and a bit of luck to reach the right customers for reviews. The main idea is you want to get more business reviews that are positive, so reaching these customers will take a bit more work.
You can set up a survey or an automated system after someone purchases an item, and if they indicate that they are happy with the product, you can invite them to submit a review as well.
Do: Have a Review Manager
The best way to make sure all your reviews are answered appropriately – and that they stick to the tone of your company – is to have a review manager.
This person will then be able to regulate the different replies, and if the tasks are delegated, will make sure that the answers follow a somewhat consistent script.
Do: Make It Easy for Customers to Post Reviews
Have you ever bought a product from a company and wanted to post a positive review, but you don’t know where to do it?
Customers don’t like spending time when they post a review. If they don’t feel completely passionate about their response to your product, it’s easy to assume that they won’t care enough to scour your site or Yelp in order to submit a review.
Therefore, it’s important to make the process easy for them. You can achieve this by registering your company on the most common review sites.
Don’t: Delay Responses
Reviews are best responded to when they’re still on the minds of your customers. A quick response time will show them that you care about what they have to say, instead of simply leaving it for the last task before the weekend.
Time becomes everything if you want your responses to matter. Appease negative reviewers when they are still angry by reaching out to them, or make your positive reviewers know that you appreciate the time they took to review you.
Don’t: Grow Emotional Over Negative Reviews
There are some reviews out there that may really get on your nerves. They’re not saying much except that they hate your products. However, it’s important that you keep your cool when responding to these reviews.
If you reply with snappiness or anger, you will be the one whose reputation will take a hit. Remain professional and respond to them on the public forum, showing that you are not fazed by the review and that you’re open to addressing their concerns.
Don’t: Pester Customers for Reviews
When a customer submits a review, they are essentially doing something for free. Being demanding when you request reviews will instead turn them off.
When you ask a customer for a review, let it be open for them to reject the offer.
Don’t: Only Ask for Reviews Once
You may think it’s enough to ask for reviews during one period of time. After you’ve gotten around a dozen, it seems like your work is done. Right?
Wrong. Customers care about the most updated reviews, so even if you have tons of them but they date back to a year ago, your customers will not consider these very credible. Keep reaching out and maintain the inflow of reviews at all times.
Don’t: Offer Something in Exchange for a Review
It seems like a great idea to offer something in exchange for a review. Offer a 10% discount or a free pudding for your customer to provide a review. They’re more likely to do it, and there is the added benefit that they’ll even like you more.
However, sites such as Yelp do not allow this, and may provide you with an alert or will ban your business from their site, if it happens too often. Review sites are getting smarter in distinguishing between genuine reviews and ones that are just meant to receive something else in return.
These sorts of reviews will also skew the truth, even if just a little. Getting more business reviews is beneficial, sure, but it is only useful for your company if it provides genuine ideas for you to improve your practices.
Encourage and answer reviews and questions
People trust other people more than they trust businesses. Having a good review can be the a big deciding factor that tips prospective customers in your favor. Google reviews can improve your Google ranking.
When is the best time to ask for a review? The best time to ask for a review is after providing a great customer experience. To make it easier, Google provides a direct link to ask customers to review your business.
To share your review request link:
1. From the dashboard, scroll down to the button that says Share review form.
2. Then you can copy and paste the link into a message to customers.
Getting More Business Reviews Improves Your Marketing Strategy
From increasing customer engagement to understanding problematic areas that you need to work on in your business, getting more business reviews can help you succeed. At the same time, there are some dos and don’ts that will ensure your online presence will be beneficial for you.
Contact us to find out more ways Optic Marketing Group can help you to boost your company’s digital presence.