Do you really trust businesses that only have 5 star reviews?
Sometimes the best thing to do when dealing with your clients is to put yourself in the consumer’s shoes. No matter how good a business is, consumers expect to see negative reviews. In fact, 95% suspect censorship or faked reviews when they don’t see bad scores (Reevoo, 2015).
However, as an agency, you want to see your clients shine. We’re here to help. Here are some best practices for providing review management services to your clients:
1. Ask the customer to leave a review (email survey, in store sign, etc.)
2. Read and analyze the review. Does it meet the criterion to suppress or remove?
3. Respond to the review
– If the review is positive, thank them for their feedback
– If the review is negative, try to move the conversation offline. Try to remedy the situation to win the customer back. If you have remedied the situation, try asking them to adjust their review. If not, then at least the customer may come back.
Are you more of a visual learner? We’ve got you covered. Get the one page printable infographic so you can better help your clients follow the review management best practices.