Sometimes the sleekest ad campaigns and marketing techniques are no match
for good PR from your customers. At Custom Smart
Homes reviews and ratings play an important role in improving our
services and getting other potential customers.
There are a lot of businesses that try to get their customers to write
ratings and reviews, but there are some seemingly helpful things you can do
that end up doing more harm than good.
Avoid Over Using Incentives
A lot of businesses offer their customers something in return if they
write up reviews and rate their business.
This may seem like a good way to get your customers to offer their
opinions, but if you want genuine reviews you should avoid relying on
incentives. There are quite a few of
your loyal customers that would be more than happy to write a review for your
business, and their answers won't be affected by whether you're giving them
free things or not. A free item or
service once in a while can be a great way to drum up some reviews, but if you
rely on it too much you won't get the kind of genuine reviews and ratings that
you want.
Avoid Pushing Yelp
Yelp is one of the most trusted consumer review and rating sites around,
and there isn't a business owner in 2013 that doesn't want to have a Yelp
profile that's full of positive reviews.
You may feel tempted to encourage your customers to go on Yelp and write
a positive review for your business, but having your customers sign up for Yelp
to post one review can hurt you in the long run. Yelp spam filters usually remove reviews that
are posted from inactive accounts, so your customers will be doing work for
nothing. If you have some regulars that
are dedicated Yelpers trust them to do it on their own.
Avoid Posting Responses Right Away
Promptness is an important factor in customer service, but you should let
a little time pass before you or an employee responds to a negative review or
rating. A lot of rating and review
websites operate like a forum, and anybody is free to register and offer their
opinions about a poster's review. A lot
of businesses have their own accounts on these websites so that they can
publicly respond to their customers who have given them negative reviews. If done properly this can be an excellent way
for you to show your customers that you care about their opinions, but if these
are written in the heat of the moment you may not come across as you'd like
to. A little bit of time can do a lot to
help take the emotion out of a situation and provide a lot of clarity on the
best way to respond.
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