When was the last time one of your customers left a positive shopping-experience review on social media?
Rephrase the question: When was the last time you asked good customers to rate their experience?
If it’s too long since you got a good review, it’s because it’s been too long since you asked for one.
Fix that right now. Why? Because it’s business critical. Prospective customers read reviews before they buy. If your most recent review was two years ago, what are they going to think? They also trust what customers say more than what you say. Reviews also figure into local Google search results, and stores at the top also get a spot on the search results page.
Your prospects also form opinions based on your responses to reviews. They give the impression you value your customers score points in the competition for new customers.
That’s why you should ask for reviews and ratings. Here’s how to do it.
Ask and You Shall Receive.
People love to be asked what they think, and dissatisfied customers do not wait for an invitation. They will broadcast their experience on social and why they did not like it.
Now think about this:
Statistics show it takes roughly 40 positive customer experiences to undo the damage of a single negative review.
Right there are 40 good reasons to ask for positive social media reviews.
Any more questions?
The best way to turn your good customers into your brand ambassadors comes in two parts:
First, during your chat at the counter after a positive experience, ask if you can add the customer to your email list so you can send a follow-up thank you with a request for a review. If they agree—and why wouldn’t they, you’ve met their quality and service expectations—mention there will be a link to your preferred review platform.
Remember: Don’t be shy about asking. You’ve met the customer’s quality and service expectations. All you’re asking is two minutes of their time to mention that.
Next: Time your email delivery. An analysis of businesses that email their customers regularly send it during the first three days of the workweek, particularly between 9 AM and 3 PM.
In the body of the email, remind the recipient of its purpose: Positive reviews are important to your business, and a few good words about their experience—what struck them as unique, for instance, or your selection of high-quality products —will help expand your customer base.
Keep it short, but make sure to include the call to action (please leave your review at the link).
Why the two-step review process is better.
The two-part strategy is a set-up and timed follow-up, which reinforces your request.
If you only ask for a review at the end of a transaction, your customer likely will forget about it before they leave the store. Everybody is that busy.
And if you send the email without the set-up, the customer could delete it before they open it thinking it’s probably an impersonal thank-you. You probably do it all the time, right?
You may want to add a third step with a reminder request for people who don’t respond to the original text or email. Just don’t badger them with too many reminders. You don’t want to lose a good customer because you irritate them or seem too needy.
Our two-step process is a proven way to generate more five-star ratings and reviews and a whole lot more business. Make it a part of your business and social strategy sooner rather than later.
