online reviews

Thanking Clients for Writing Reviews

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I know many service companies are dying to get online reviews. It is not as easy to get them as it is for the hair salons, massage therapy, or restaurants. That is why every online review to a service contractor is gold! Getting a homeowner to take the extra 5-10 minutes to write those reviews sometimes is like pulling teeth. Therefore, I have two simple ideas to point out today:

  1. Don’t give up asking for reviews online. People want to help. So ask for their help by getting them to write about their experience online.
  2. When a client, on his or her own initiative writes an online review (again without being told), you need to go the extra mile and thank this client. Write them a note and/or send them a simple gift. Most of my clients work for very wealthy and busy people. Many of these folks won’t be avid online reviewers because of the time commitment. However, when they do, you know they are well pleased. Make sure you treat these folks as special clients. These are the ones that will be customers for life.

How do you get your customers to write online reviews? Are you having success in getting online reviews? Also, how have online reviews helped your business grow?

How To Respond to Negative Reviews (Yelp)

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I received a Yelp Newsletter today in my inbox and could not agree more with their message. Their topic was to not be afraid about negative reviews. Almost all online directories give business owners the ability to respond to a negative review. I am in full agreement with Yelp’s staff that getting a few negative reviews will not hurt you and in fact, it might even help your ranking. A negative review that you’ve responded to can sometimes influence a visitor to call you for an estimate. Everyone makes mistakes, but it is how you deal with those mistakes that keeps customers coming back. This is not to say there are not a few nut cases out there who will never change a 1 star into a 4 or 5 star and refuse to talk to you, but if we only focus on the 1 stars, it will really stress us out. So, welcome those negative reviews. Tell customers to be honest. If they write a 2-3 star, call them up and ask if there is a way to change that lower rating to a 5? If you can make that happen, do it! Consumers are getting smarter online and will figure out soon, if not already, what a “fake” or “paid” review looks like.

Below is a short testimonial video produced by Yelp that really says it best:

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