Let’s be honest! How we all shop has changed drastically! Today, 88% of consumers trust online reviews as much or more than personal recommendations! They have become an essential and effective tool to capture new business. And because very few consumers will consider buying anything these days without reading reviews, they have become a major factor in a business’s SUCCESS OR FAILURE.
So, if you are not making review management a priority you are most likely losing potential business! So where do you start?
Keep It Simple
Make it easy for your clients to leave a review. Listing your business on an online directory is the first step, as it is an essential platform that allows customers to find, contact, and review your business. Yelp, Bing, Yellow Pages, Google + Local are great places to start.
Consistency Is Key!
When listing your salon, make sure there are no discrepancies in your opening hours, phone number, and address. You would be surprised how often businesses do not update information on all platforms and this can turn off future customers!
Pictures speak louder than words! So, post a series of high-resolution photos of your business, staff, and work. Not only will this give new potential clients an idea of what to expect, but photos can generate up to 200% increase in traffic to your listing!
Make Reviews Part of Your Protocol
Getting your clients to leave you a review may seem like a daunting task, but it’s not! Timing is everything! Ask clients when they are the happiest, right after their service when they are feeling fabulous!
- Implementing a post-service protocol at reception will increase the number of reviews!
- Create marketing pieces throughout your business.
- Keep it light and cute: WE LIKE YOU! LIKE US BACK!
- Inspire your current clients on all your social channels to post reviews
- Incentivize your customers and reward them when they post a review
- Link your online directory to your website homepage with a call-to-action
- Create a contest during your busiest season
Give Them the Spotlight
Great reviews should be highlighted! Make it a team priority and get everyone on board! Add the posting of extra positive reviews to your engagement calendar!
Get Your Head Out of the Sand
Negative reviews will happen… Make sure to engage with both positive AND negative reviews! A business has a 33% chance of turning a negative review into a positive exchange simply by acknowledging the client’s grievance!
Create a clear protocol on how to respond to negative reviews and stick to them! Remember:
Step 1: Acknowledge their issue or dissatisfaction
Step 2: Apologize
Step 3: Offer a solution
PS…this works for relationships as well! 😉
Remember all these efforts will make a lasting impact on your business.
You work hard to create loyal clients… why not leverage their satisfaction and become a review-driven business!