Customer reviews can make all the difference in your business. A positive review can elevate your brand and help you gain more loyal customers. A negative review can mean losing trust and even other customers. What can often have an even bigger impact is how you react as a company to customer reviews, whether good or bad.
Just like people turn to friends for recommendations, potential customers turn to reviews to impact their buying decisions. In fact, Brightlocal.com reports that 88% of people read reviews to determine the quality of a local business.
88% of people read reviews to determine the quality of a local business.
This is especially impactful for a recovery business like yours, as you’re not just selling a product for one-time use; you’re selling a membership or service, and your business thrives on returning customers. Making sure you’re maintaining happy customers and bringing in more will be the secret to a successful, long-lasting business.
Tips for customer reviews
The top 5 tips for managing customer reviews, getting more people to leave reviews, and using them to attract more happy customers:
1. Make the ask. Many people are willing to leave a review for your business, but you’ll never know unless you ask. Of course, you want to make sure you’re asking the right people (the ones you know won’t leave a negative review of you). A good way to do this? Send out a survey to your client list and ask them to rate their satisfaction with your business on a scale from 1-5. If they rate you as a 4 or 5, ask them to leave a review. If they rate you with anything less, follow up with them and ask how you can increase this score. This brings us to our next tip.
2. Make things right. Negative reviews can hurt your business, but the best way to deal with them is never to remove them. Instead, publicly respond and apologize to your dissatisfied customer and show them (and the rest of the public) how you’re willing to rectify the situation. The way your business handles negative reviews can make all the difference.
3. Respond in a timely manner. Whether it’s a positive review or a negative review, make sure you respond. If it’s negative, ensure you’re following the tip above, but as quickly as you can. If it’s a positive review, don’t let it go unnoticed. Show them that you appreciate these reviews, and more people will be willing to leave their own. You should be regularly checking your reviews, social media comments, messages, and any other public space where people may be talking about you – this means at least a few times per week (or if you have the bandwidth, at least once per day).
4. Display testimonials and reviews. Reviews are a huge asset for your business, but only if you know what to do with them. Proudly display the exceptionally positive ones on your website, or post them on social media along with a shout-out and a tag of the person who wrote it.
5. Follow up. Things can change over time. That person who gave you a negative review may have since had a positive experience and thus is now a loyal customer. On the other hand, the person who left you a raving review may experience an issue that changes their mind. You can never assume that your reviewers are still feeling the same thing they felt when they first reviewed your business. Follow up to make sure your happy customers are still happy. Show them that you care about keeping them satisfied and that you don’t stop at receiving a good review. After you’ve responded to a negative reviewer, consider reaching out again later down the road to ensure things haven’t gotten worse and to see if there’s anything else you can do to make them a happy customer.
Are you ready to start using reviews for the benefit of your business? At the end of the day, make sure you’re making your customers (both the happy and the unsatisfied) feel like their opinions and reviews matter.
Looking for more business tips for your recovery business? Contact us here.