online reviews faq
In 2019 consumers are more dependent on online reviews than ever before making a purchase.
Consider these stats from BrightLocal :
- 91% of consumers trust online reviews as much as personal recommendations
- 86% of consumers read reviews for local businesses
- 89% of consumers read local businesses’ responses to reviews
- 86% of consumers would consider leaving reviews for businesses
- Negative reviews stop 40% of consumers wanting to use a business
As a business, managing your online reviews is not only important, but essential. Navigating the do’s and don’ts of dealing with online reviews can be daunting, but the rewards are worth the effort. Ultimately, the goal is to improve your brand, connect with your customers, and generate more sales. Your internet reputation is absolutely essential to your business. With that in mind, we’ve created a guideline of 9 do’s and don’ts to guide you along the way:
1. Do: Create and Claim Your Business Pages
Most review sites use public information for publishing businesses and your company may already be listed. If not, go ahead and create a profile for places like Yelp, TripAdvisor, and Google. You’ll not only gain access to member features like page statistics, but creating these profiles will also have a positive impact on your search results.
If your company is already listed, fill out the necessary information to claim your business. What you don’t want, is for customers to leave negative reviews without the having the ability to respond. In addition, keeping up with your online reviews will open your eyes to the conversation surrounding your business. Don’t ignore this. Use customer feedback to improve your business.
2. Do: Have a Process in Place
Before you begin responding to reviews it’s important to have a process in place. If you are the sole employee of your business then it will most likely be you responding to reviews. Come up with a set time each day to put aside for reading reviews and gauging the sentiment surrounding your reviews. If you have multiple employees, designate one person to be responsible for managing online reviews. You don’t want multiple people responding to online reviews. This could easily create confusion as to who is responding to what and ultimately will lead to inconsistencies in your brand’s voice. You want to remain consistent with your online tone and how you are responding.
The person responding to online reviews should:
a) Have a clear and precise writing style
b) Be friendly
c) Be compassionate to customer concerns and feedback
d) Have the authority to speak on behalf of the company and resolve issues
e) Know when to escalate problems to higher management
3. Do: Monitor Your Mentions and Reviews
Many companies offer free alerts and tools which will notify you whenever your brand is mentioned or a new review appears online. Once you’ve signed up for Yelp, TripAdvisor, and claimed your business on Google, you can receive real-time notifications from each platform each time someone leaves a new review.
Not only are there business benefits to signing up with the big review sites, but this will also have a positive impact on your website’s SEO.
According to MOZ’s Local Search Ranking Factors Survey, online reviews are thought to make up nearly 10% of how Google and other search engines decide to rank search results.
Once a new review come in, make it a point to respond, whether it’s positive or negative.
Time is of the essence when it comes to responding to online reviews. If you aren’t monitoring your reviews you are missing out on both the opportunity to thank supportive customers but also to address and reconcile customers that may have had a bad experience. This gives you the chance to convert a bad experience to a good experience.
- 82% of consumers are likely to a brand because of the service they get, not pricing or products.
Take this example from Honda:
Not only can other potential customers see that the brand honest and apologetic for a flaw in their service but also that they care about the person’s issue and want to make things right. Also keep in mind that the response is within 24 hours of the customer’s issue. It’s important to look at a negative review as a chance to publicly show that you care as a brand. This will go a long way in retaining and gaining customer trust.
4. Don’t: Argue Online
It’s easy when emotion gets the better of you to rattle off a barrage of insults and temporarily put someone in their place but this is not the right way of going about things online. You always want to appear professional and empathetic to others who are dissatisfied with your service or product. Remember that whenever you comment or respond online, you should be encompassing your companies brand and values. The customer should be at the top of your priorities. Take for example this bar owner’s disaster of a response to a negative review.
It’s safe to say that every part of this response is wrong.
While it’s important not to appear combative or petty, responding to negative reviews is also a great way to get your side of the story across. Often times there was some sort of misunderstanding that can be sorted out with an apology and open communication.
As essential as it is to respond to negative reviews, it’s also equally important to thank and respond to positive reviews. Showing the customer that you appreciate their business goes a long way.
5. Do: Ask Customers to Leave Reviews
Remember: 86% of consumers would consider leaving reviews for businesses
Imagine the affect that this could have on your business. While it is important to strive for 100% customer satisfaction, there is bound to be a dissatisfied customer eventually. Having a good base of positive reviews to counteract the negative ones is always a great idea and the more customers you have leaving reviews, the more likely you are to generate more business as long as you are satisfying customers.
6. Don’t: Generate False Reviews
Generating false reviews is not only a red flag for savvy consumers who can easily pick out falsified reviews, but also can get you kicked off some of the bigger review sites which can lose you even more of your business than the negative reviews you are trying to mask. Fake reviews are also easy to pick out. Most false reviews come from users with very recent profile creation dates and a questionable amount of previous reviews. Think to yourself, would you trust a company that knowingly engages in black hat review practices? It’s not worth it.
7. Do: Become Visible
The tactic of ignoring review websites because you are worried about receiving negative reviews may be tempting but ultimately not the right move. Embracing customer reviews will help your business. You have to put yourself out there. Having no online presence because you don’t want to deal with negative reviews will lose your business customers and even affect your search ranking. If you want to generate more business, you will need to address and embrace customer reviews.
8. Don’t: Miss the Opportunity to Engage
It’s one thing to respond to reviews which might be critical of business or services offered and another to take them to heart and help it shape your policies moving forward. If, for instance, someone walked into your restaurant and waited ten minutes before a server came over to tell the customer it would be another 20 minute wait, and from there the customer left a bad review based on their experience, it may be good to look at how the staff is handling walk-ins during extremely busy times.
9. Do: Make Review Forms Easy
Having a convenient form that makes filling out a review easy and seamless is an essential element in the review process. The easier it is for a customer to write an online review, the more likely they are to leave one. While it’s good practice to ask customer to leave reviews, don’t ask them specifically to leave positive reviews. You want good honest feedback. The same goes for your friends and family members. There isn’t value in manufacturing phony online reviews and in some cases this can get you penalized or suspended. Transparency and honesty when dealing with consumers online is the basis of building a better business.
Status Labs is the premier digital reputation management firm, with offices in Austin, New York, Los Angeles, London, and São Paulo.