According to Search Engine Land, 88% of consumers trust online reviews as much as personal recommendations. What are you doing to secure positive reviews and manage negative reviews?
While the word-of-mouth days don’t appear to be over, they seem to be increasingly eclipsed by online reviews. According to a recent study published in Search Engine Land, 88% of consumers trust online reviews just as much as they would trust a personal recommendation from a friend, family member, or acquaintance. Additionally, 72% of consumers admit that positive reviews made them more likely to trust a local business. It is important now perhaps more than ever before to make sure your home services business has positive reviews.
5 Secrets for Managing Your Online Reviews
1. Make Sure Your Customers Have Multiple Options for where They Leave Reviews
The more options your customers have to leave an online review for your local business, the better. Start with some of the larger online review hubs like Yelp, Google My Business, Facebook, Yahoo Local, and Angie’s List. Once you know where your business is listed, you can more effectively monitor what types of reviews your business is getting.
2. Search Your Business Name
There may be other review sites online that your customers are using to leave reviews on even if you didn’t set them up yourself. To catch other reviews (both good and bad) you might not be aware of, conduct an online search of your business name, address, and phone number.
3. Integrate Links to Review Sites on Your Website
A great way to let your customers know that you welcome reviews is to add links on your website that connect users to your various review sites like Yelp and Google. Another place to consider adding links to review your business is your email signature.
4. Ask Happy Customers to Leave Reviews
If you know your customer was satisfied with their experience, go ahead and ask them to leave you a review online! While you can’t make reviewing your local business a requirement for a customer, you can – and should – ask them to share their comments online.
5. Respond to Reviews
Responding to reviews, both good and bad ones, is a great way for you to connect with your customers. Responding to positive reviews is easiest, because all you have to do is thank your customer for their business and kind words. Responding to negative reviews is trickier, but important to get right. For more in-depth insight for responding to negative reviews, Mike Blumenthal has a great overview.
Take Control of Your Online Reputation Before Others Do
While managing your local business’ online reputation can seem daunting, it is necessary. Managing your online reviews is a great way to take care of your reputation so it’s not dictated by someone else.