Reviews and testimonials are something you can pursue to help grow your business and attract more bookings and sales. In this article, I’m going to break down why, where your reviews get posted, and what you can do to encourage more of them. And yes, I’ll also weigh-in on what to do about negative reviews.
You’re not alone. And if you know nothing about getting reviews online, you’re not behind. You’re starting from where you are, and I’m here to help you get where you want to be. So let’s get into it!
Why should you aim to get reviews?
Reviews will influence your visibility on Google Search results, particularly when people are doing a geographic search and/or looking on Google Maps. Or if you’re using AI to search “reputable” or “good [insert industry here]”, answer engines like ChatGPT may take online reviews into account.
Visible reviews on your website or business profiles can help your potential clients/customers make informed buying decisions. And it’s not just about the stars… When it comes to “high touch” or pricier offers, your prospects will benefit from seeing what other people say about you. It helps them know what to expect, and solidify their belief in your message.
Where should your online lives live?
Search engines like Google and AI search engines like Perplexity or ChatGPT may look for reviews on your Google Business Profile, or sites like TrustPilot.
If you’re not sure where to start, setting up a Google Business Profile is easy and free. Customers with Google accounts can leave reviews there. You can’t edit them, but you can add your own reply.
How can you ask for reviews?
Point-blank asking people can be an option, in fact, it’s something I proactively do if I feel I’m having a good interaction. However, for many, it doesn’t feel natural. That’s okay! I have some suggestions for you:
- Send an automated email to customers after purchase. (But make sure that enough time has passed that the customer has likely used the product or service.)
- Put a QR code on your reception desk linked to your review profile. This is a low-pressure way to remind customers that their word of mouth helps your small business.
- Include a link to your review profile in your invoices. This is another low-pressure way to invite someone to think about you.
Reception desks are a great place to put a “leave a review” sign. Photograph: Evan Bench from paris, france
What to do about negative reviews?
Yes, they happen. It is a part of being online. But if you’re nervous about getting bad reviews, perhaps turn your attention into doing your best for your people.
Here’s what you can do if bad reviews come up:
- Google may assist with negative reviews on their platform, if they contain offensive language.
- If you can’t delete the review, reply to it politely and professionally. Your customers will evaluate your replies in addition to what the post says.
- If possible, talk out the problem with the customer. They may be open to revising their message. Oftentimes, a simple conversation is all you need to get an amicable resolution.
Getting reviews for your business takes a little bit of patience, and good customer service. It’s rare that someone will leave a positive message on their own volition, so this is why marketing experts may suggest you ask for them.
Did you find this article helpful? I’d love it if you could share it with someone you know.