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Tim Sweeney asked the following question in the Local Search Pros Community
You can read my response below. What else am I missing pros?
Here are some steps we follow with new clients when implementing review policy & procedure:
Why Reviews Matter (Discussion/teach - have open dialog)
Create a Review Strategy
Collecting reviews
Monitor Reviews
Respond to Reviews
Tips for Dealing with Positive Reviews
Tips for Dealing with Negative Reviews
Make the Review Process Simple & Transparent
Whatever system you implement for the customer, it should be so dead simple that they just don’t have to struggle. The least number of clicks, the straightest path, the least amount of details to remember should all be ideals of whatever system you put in place.
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Is there a recommended frequency concerning Google reviews? From what I've read (and understand) there are several variables to consider such as:
* How many reviews does the business receiving the reviews already have
* The industry the business is in
Assume that there isn't anything nefarious taking place concerning obtaining the reviews. In this case the business has a good size database of customers who are savvy and willing enough to leave a good Google review. Some of these are long time customers that have a solid relationship with the business.
My thought was maybe ask for a review once every ten days to two weeks. Perhaps this is too often? We certainly don't want to trigger something in the Google review filter process.
Any insights are appreciated.
Thanks!
You can read my response below. What else am I missing pros?
Here are some steps we follow with new clients when implementing review policy & procedure:
- Tip: Employees involved in collecting reviews should have already reviewed businesses on Google and/or Yelp. If they haven't - we meet again next week once they have reviewed some of their favorite local businesses.
Why Reviews Matter (Discussion/teach - have open dialog)
- People trust reviews
- Reviews affect search rankings
- Improved click through rates
- Improved conversion rates
- Reviews aren't going away
Create a Review Strategy
- Review inventory on top sites (Google, Yelp, Bing, YP etc)
- Create review policy & procedure to collect, monitor, and respond to reviews
Collecting reviews
- When it comes to collecting reviews you will find that "Slow & Steady Wins the Race". Collecting reviews is the first policy that needs implementation. Don't assume that customers are going to leave a review. Even SMB's that are excellent in their area or niche will have to ask for reviews in the same way you have to ask for a sale.
- point of sale - 3X5 cards, email etc
- newsletter
- customer surveys/feedback
Monitor Reviews
- Monitoring reviews is the second policy that you need to implement. This is easier than it sounds. There is no need to scour the web. Focus on the top 5 review sites that your customers visit with an extra focus on your Google & Yelp reviews.
- Pick a staff member and a time for the audit. Once a week is amazing. Once a month may be sufficient.
Respond to Reviews
- Responding to reviews is the third policy that needs implementation. Don't wait until you have a bad review. Don't respond to only negative reviews. If someone took the time to write about you, find the time to write back.
- Pick a staff member you trust with your reputation if you don't choose to respond yourself. You should respond when you are doing the review audit. Again, once a week is amazing, once a month may be sufficient. You will find that weekly responses will really pay off when that negative review happens, allowing you to act quickly.
Tips for Dealing with Positive Reviews
- Showing appreciation publicly can go a long way. A potential customer will see how you value your clients.
- The reviewer will be more likely to refer a friend or family member to your business and leave more reviews in the future.
Tips for Dealing with Negative Reviews
- Take Responsibility - Own the issue.
- Offer to fix the issue or make it right.
- Describe how future customers will not have this issue.
- Do this even with someone that you believe is disgruntled. If they do not respond then you
- can add another response later stating that you believe it was fraudulent.
- Take your time. A negative review most likely made you angry. Resist the temptation to reply quickly because, unless you have superhuman emotional control, the reply is likely to sound angry.
- Don’t be defensive. One suggestion we often give to our clients is to send a draft of your
- response to someone that doesn’t work at your company. Ask them to delete anything that sounds defensive. At least have another staff member review the response.
- Keep it brief.
- Take a deep breath. RELAX. I know it hurts and doesn't feel good. But hey, even the best
- business will have an unhappy customer. And sooner or later they will leave a bad review.
Make the Review Process Simple & Transparent
Whatever system you implement for the customer, it should be so dead simple that they just don’t have to struggle. The least number of clicks, the straightest path, the least amount of details to remember should all be ideals of whatever system you put in place.
<meta property="og:type" content="article"><meta property="og:title" content=""><meta property="og:description" content="">
<meta property="og:image" content="http://marketing-blog.catalystemarketing.com/wp-content/uploads/2014/12/GoogleReviews.jpg">
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