Today, what buyers do and will do, is to research before making buying decisions. They will search for your company name and try to find reviews. They don’t even bother with the good reviews. Instead, they jump right to the negative reviews to judge your company.
A sample is when you searched for “Roofing in Vancouver” and identified these listings. The local pack shows businesses with reviews and getting more finds in Google maps. If a customer looks into it further, they will check reviews and other services each business offers.
A business that responds to its customers will get better engagement ratings from searchers. That’s a great sign, and as a customer, you may already be starting to trust that this company will get the job done right.
It is great to see that this company is further responding appropriately to all negative reviews. They are looking to identify whether it’s a problem or not and then looking for solutions as seen below:
Such ratings and reviews show both sides of the business, the bad and the good. The buyer feels safe that, even if there’s the slightest chance something went wrong, the company will still help.
Ways on better implement a solid brand strategy
1. Train Your Technicians
If you are a one-person team, you will need to do it. If you have a team, you will need to train everyone. One of the best marketing strategies out there is to over-deliver. Happy customers are returning customers and referring customers.
2. Leave a Thank You Card
After every service call or job completion, make sure you or your team leaves a thank you card for the customer. You dedicate one page on your website to getting reviews. It could be “www.yourwebsite.com/review.”
3. Leverage Email & Text Reminders
You will have many happy customers who agree to give you a review, but they will forget. When a customer leaves a review, they leave a review for the technician, not the company. Therefore, you need to make sure that you do your best in training your team to provide excellent service.
- If they are running late, tell the client
- Make sure the trucks are clean
- Follow all the new COVID-19 regulations
- Respect the customer home
You can break it down into two steps:
1. Address the Problem to The Public.
Potential clients come to the reviews to judge your company and your behaviour. The reader must portray you as a person who puts customers first. Apologize first, identify the problem, and then aim to resolve it.
2. Address the Problem to The Unhappy Client.
Reach out to the unhappy customer directly and do aim to resolve the issue at hand. If it gets fixed, now you can ask low customers to update the review.
There are two reasons why you need to keep getting positive reviews:
- Brand authority and credibility for better conversions
- Consistent, ongoing appraisals for improved Google rankings
Let’s dig into three tips on review management:
1. You need to always respond to reviews, both the good and bad reviews.
2. Always give your clients multiple places to leave you a review on the following platforms:
- Google review
- Yelp reviews
- BBB review
- HomeStars Review
- TrustedPros reviews
- Facebook reviews
- Trustpilot reviews
- Houzz reviews
3. When asking for reviews, always tell the customer why you’re asking. It dramatically improves the odds of receiving a positive review if you are genuine in informing them why you ask.
What about fake negative reviews?
The best course of action you can take is to respond and apologize publicly. Then inquire to identify the customer. If not already provided, ask for a name, customer number if relevant, and pictures to prove their claim.
Tips on how to send emails asking for reviews to family, friends, and clients
You need to make sure you also have their email to ask for reviews later. Make sure you are always collecting emails during the sales process. It’s much easier to collect an email address while quoting than it is after the job. So, gather all from the beginning, and grow your database.
One of the reasons you are even doing email marketing is for brand awareness and reputation development. They may suddenly realize they need your help again or may have a referral to provide. Make sure that the emails you use for work and your team use are all professional. Hotmail is not experienced, and even Gmail is not truly shared.
It would help if you had Sales@YourWebsite.com or YourName@YourWebsite.com, which is much more professional than using an old Hotmail account.
Brand authority and review management is likely the last thing on your mind, but it’s just as important as the other marketing strategies around. Make it a point right now to implement these strategies.
Strengthen your brand authority today
Talk to our professional marketing team now. Give us a call at 647-492-5513 or send an email at amir@canadianwebsitedesigns.ca to get your free quotations. You can also leave your inquiry by filling up the form on our website contact page.
