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SEO for Webflow: A Comprehensive Guide to Optimizing Your Website
In today’s digital world, having a sleek, high-performing website is just the beginning; getting that website noticed by the right audience is where SEO comes...
Pop quiz: What do 90% of your clients do before buying any professionally provided service?
Answer: They read your company’s online reviews.
Just yesterday, I saw a coworker of mine ditch a roofing company because of all the negative reviews. Those reviews essentially caused one roofing company to take business from another, which is an extremely powerful thing if you think about it.
If your work makes people happy, they’ll naturally tell others. Positive reviews have been around since the dawn of time, but your online reviews mean more now than ever before.
When it comes to online reviews – you need a lot of 5 stars and you need them to be coming your way on a regular basis.
5-Star reviews will do four powerful things:
Reviews listed online are how we filter out the bad apples from the good in the digital age. Almost 90% of people looking to buy check online reviews to determine the quality of a local business, and 39%, do so regularly.
Why? Because they trust them.
Although these 90% of people base their buying decision on reviews, 80% will actually change their minds based on negative reviews, just like my coworker. And, if your company has two stars or less across the board, only 14% of people who look you up will end up doing business with you.
The location of your online reviews is a big deal for a service company. You need to be present on the following:
How to get a constant stream of good reviews?
From a high level, it’s all about making the process of giving you a good review as easy as possible. Asking for a good review isn’t rude or self-centered, but you don’t want to be a pest. You can’t try and get all your reviews at once, instead, think of it as setting up a process to keep them flowing over time.
Building ongoing relationships and repairing damaged ones are done with effective review management.
Reviews are either good (4 and 5), mediocre (3), or bad (2 and 1).
If you get a good review:
Learn who the client is and find out more. Research about them and try and figure out their identity.
Preferably in less than two days’ time, respond to the review and make sure the response is completely original and candid. It’s up to you, but you can always include a couple sentences mentioning the services they or other clients might be interested in.
If you get a mediocre review:
Again, in two days or less try and get this review a response and gather as much information about this person and their experience as possible.
In this case, you should try and contact the person directly and if you can’t get to them then just leave your contact details in your response.
Instead of taking the defensive, express how you understand the situation and would like to make it correct while thanking them for the positive part of their review.
If your service company gets a bad review:
Try to get to all bad reviews in under 24 hours and do your absolute best to contact those who left these reviews.
Their concerns and experience should be taken completely seriously and they should know that their experience is not what usually happens with your clients. They should know that you are unhappy that they are unhappy and that you want to make it right, and that your team will be hearing all their feedback. No attacking, accusing, or patronizing the client in any circumstance.
And at the end of the day, you need to also make sure negative feedback doesn’t bring you or your company down, but instead that it makes your company better. Often, companies learn a lot from their reviews and become better and better over time.
The trick is that your company needs to focus on the customer experience to keep them coming back time after time.
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