Why should I ask clients for reviews?
If you don’t already, it’s time to start asking clients for reviews. 98% of customers read reviews before making a purchase. Not only that, but behind price, reviews are the second most considered thing before making a purchase for a service or product. (eMarketer and Bizrates) This means gathering reviews is no longer an added bonus, it has become essential to keeping your business competitive.
We aren’t just talking about online shopping here, we are talking about local, service-based businesses. In fact, 93% of customers will read reviews of local businesses to determine its quality before paying for their service. (BrightLocal)
What if we don’t ask for reviews? Ok, ok, maybe you get reviews here and there without asking for them so you think you are fine, but we are here to tell you that one of the most important parts is to ask for the review. Why? Well, the average rating of reviews generated from businesses asking for reviews is 4.34 stars out of 5. This is much higher than the average rating of unprompted reviews (3.89 stars out of 5). (Review trackers)
Client and customer reviews have become one of the primary tipping points for purchasing decisions, and it’s too important not to be intentional about it.
What if I get a bad review from a client?
Negative reviews are no reason to worry! 95% of customers actually get suspicious of a rating if there are no negative reviews. (Reevoo). On top of that, 72% of buyers say negative reviews give depth and insight into a product. (G2 and Heinz Marketing). So, what do negative reviews get you?
Opportunity.
By asking for reviews on your product or service, you invite feedback, identify promoters and detractors, and give yourself a public platform to respond to criticism.
Inviting feedback is essential to the success of your business. Why? 91% of people believe that companies should fuel innovation by listening to buyers and customers (Survey Monkey). If your clients expect it, there is no better way to deliver than by giving them an opportunity to have their voices heard. Asking for feedback, positive and negative, honors your customer by giving them a voice. It communicates care and ultimately good service if you are able to listen to the voice of your customer and respond to their needs and desires.
Asking your clients for reviews also allows you to identify promoters and detractors for your business. Promoters, by definition, are customers who further or encourage your product or service. Wouldn’t it be nice to know who these people are? Promoters will forever and always be your best marketing tool. Identifying them allows you to make connections to further those relationships and, therefore, the reach of your product or service.
Detractors are, by definition, customers who disparage someone or something. By identifying detractors, you are identifying an opportunity to turn someone back to your side. Even better, if you have identified this detractor through a public review, then you have the opportunity to turn them into a promoter publicly. What a powerful testimony to your customer service!
How do I turn a bad review into good customer service?
You respond to your reviews. Every time.
Check this out. When a business replies to at least 25% of its online customer reviews, on average, it earns 35% more revenue. (Womply). Not only that, but 89% of consumers read replies to reviews. (BrightLocal) Again, this creates a massive opportunity to display your amazing customer service for all to see.
The results? Seven out of ten consumers changed their opinion about a brand after the company replied to a review. (Marketing Charts)
Considering that reviews are often the tipping point of purchase, your opportunity to publicly turn a detractor into a promoter is too powerful to be missing out on.
Ask for reviews, respond to feedback, and take the opportunity to grow your customer base in a powerful way.
Need help getting started?
Apptoto offers an easy way to communicate with your clients before and after your appointment. Get started by setting up an automated request for reviews today!
