Getting More Positive Reviews: Your Questions Answered

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You asked and we answered! Below you’ll find answers to the most common questions we get asked about how to get your customers to write positive online reviews for your business.

How do I get more positive reviews?
Delivering great customer experience isn’t enough — you need to ask your customers to review you. We’ve analyzed the reviews of thousands of businesses who use the Reputation.com reputation management platform, and we’ve found that when you ask customers to review you, they overwhelming write positive reviews. Of course, if someone is clearly upset, you might not want to ask them right away. You should resolve the issue instead. For the most part, however, asking your customers is the easiest, most consistent way to get more positive reviews.

Is it better to ask for reviews in person or by email?
Both methods have their place, and the better choice depends on your business model. You can ask customers in person if it fits into your workflow, or you can simply send them an email if it doesn’t. Alternatively, you can combine these methods: bring up reviews in person when it fits into the conversation, and then send an email reminder. Regardless of your approach, the request should look natural; forced requests see a lower response rate.

If you’re a Reputation.com customer, we can help you with both in-person and email review requests. Mount one of our kiosk tablets prominently in your place of business, and ask yourcustomers to leave feedback before they leave. We can also mount review request email campaigns for you, complete with customizable email templates that send your customers straight to the review sites that will have the most impact for your business.

Who should I ask to review me?
Start with repeat customers and others who are in a position to say something substantial and meaningful, then move on to everybody else. You want your reviews to say more than just, “These guys are great!” Consumers perceive long reviews to be more trustworthy and authoritative than short reviews, and your most loyal customers are more likely to want to write something detailed.

How do I get customers to respond to my review requests?
Gentle reminders work best. For example, try a sign that says, “Please review us,” placed near the exit. Put links to review sites on your website. Include review site logos on your business cards. These kinds of signals remind customers that they still need to write you a review. These reminders shouldn’t replace active review requests, however. If you never ask for reviews, customers probably won’t notice all the reminders. As soon as you ask, however, the signs and review site logos will jump out.

How many requests should I send at a time?
The power of reviews is cumulative. Both consumers and search engines want to see that you’ve got a track record of success over a period of time. For that reason, send out review requests in a steady trickle on a weekly basis. Don’t ask all your customers on the same day. If you consistently get a few reviews per week, it looks much better than getting an avalanche of positive reviews all at once.

How do I write an effective request?
There are three main principles to keep in mind: people, personality, and perception.

People: Your customers will be much more likely to review you positively if they see the people behind your business. That helps to develop empathy and an emotional connection — suddenly, you’re a person just like them, asking for help, not some anonymous entity sending them spam.

Personality: Be yourself. Your customers know you, so if the tone of your email doesn’t match your business, they won’t take it seriously. That doesn’t mean your email needs to be fancy or polished, but you should spend some time getting the wording right.

Perception: You want your customers to feel trusted, and to see that their opinions make a difference. This makes them more inclined to follow through with a high-quality review. That’s why you should never ask for a positive review. Tell customers you’d like their honest feedback, that anything they say will be useful in improving your business, and leave it at that.

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