Before we book a hotel room, a restaurant, a hair and beauty salon, most of us check out the reviews to help us form the decision.
Not all people are going to like your service, some just like to complain. Complaints can be helpful, it makes the collective reviews look authentic, and they could be used so an HQ understand what is going on in each of their branches.
Issue is that reviews are left all over the place, this is particularly challenging for location-based
businesses where each branch has a facebook page, Yelp, Google My Business page, Trip Advisor etc.
5 tips -
- Make your reviews recent. 70% of your customers would leave a review if they are asked for it. So, why not solicit reviews as part of your daily practice. (As a bonus, it seems that increasing keyword density on your GMB reviews is helping your ranking / optimisation for maps)
Don’t leave negative reviews hanging – addressing the concern will neutralise the effect.
Avoid negative reviews that are left from things that you can control, e.g. have your location information accurate with the correct opening times so people don’t get annoyed over basic things.
Save time. Checking every location on every platform is very time-consuming. Set up alert when 1*, or 2* reviews are left. Use a central platform to respond to all reviews from one place, and auto-email to solicit reviews.
Reward branch managers and area managers by scoring their location based on positive sentiment from their reviews – they will work harder on customer service and be delighted to be recognised for something other than revenue when not all branches are equal.
Do you have any more tips, or thoughts? – please comment and share.
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