Businesses can control most digital marketing channels but reputation is something that can either hook or scare potential new customers. Review services like Yelp, TripAdvisor, Google, Angie’s List, or Facebook have become a place for customers to air grievances or profess their undying love for your businesses.
- Invite high-value contacts such as friends, family, vendors, and business relationships to visit your business and leave a review. You can use this as a reciprocity trade. Ask the staff to ask guests that they have a friendly relationship with, such as regulars, if they would mind sharing their praises on their chosen platform.*
- Remove Negatives. See if negative reviews meet the review service’s policies. Many can be removed by reporting them because they are skewed or provide incorrect information. Disgruntled former employees and people who never made a purchase at your business are two examples of reviews that can be removed.
- Respond to every review. You can make every review 5 stars with the right response. For a negative review, invite them back and go the extra mile to turn them into fans. However, don’t publicly say you’ll give them free dinner or a gift card because this incentivises negative reviews. Rather, insist you’ll make it up to them and provide a customer service email address.
- Share positive reviews on your social media platforms and encourage users that your business would like to hear their thoughts too.
- Turn organic praise into reviews. When a positive post is made to your Facebook page, comment on the photo or post that you’d love to hear their kind words in the review section. When a positive post is made on Twitter or Instagram, invite them to share it on Yelp, Google, or Trip Advisor.
- Recruit platform traffic. Users who find your business using a review service and highly likely to leave reviews. You can use advertising and check-in offers to reach these potential customers.
- Send one follow-up email, thanking them for the visit and asking them to connect with you or share their feedback.
- Display the logo of review services in the business, on handouts, brochures, and email signatures so people are informed you are on the service. This is very passive but the most organic. It’s like leaving your customers a trail of breadcrumbs.
What do you mean by Chosen Platform?
Users who have never left a review on TripAdvisor or Yelp will be flagged as fraud if they only leave one highly positive or negative reviews. So make sure when asking users to leave a review, that you invite them do it on their given service.