7 Online Review Management Mistakes to Avoid
…Today, a thriving digital presence is the key to the success of your business. In addition to blogs, social media, and video content, online reviews help drive potential customers to your business.
These establish brand trust and authenticity in your offerings. Besides, reviews highlight your trustworthiness, expertise, and professionalism. Close to 90% of customers agree to make buying decisions based on online reviews.
But, how do you get reviews to leverage them to your advantage? Moreover, what are some review management mistakes to avoid and captivate the potential customer’s interest?
Getting Online Reviews for Your Business
Your capability to generate online reviews can make or break your brand. So, here’s how to get positive online reviews. These tips are crucial for developing the authority of your business.
- Do good works so clients have positive things to say about your business.
- Next, ask clients via call, text, or email to leave reviews in the first place.
- Sound specific and make it easy for clients to leave you reviews.
- Ask for reviews after transactions are complete, and no post-sale issues are pending.
- Set up a platform for customers to leave reviews on, such as setting up your profile on Google My Business or a third-party site like Yelp. Claiming your business can also help you with your SEO results.
- Despite getting a confirmation, some customers still won’t leave you reviews. Don’t take it personally – follow up and subtly ask again.
- The flip side of requesting online reviews is the likelihood of getting negative feedback as well. Don’t fret. Acknowledge the feedback and take it as an opportunity to improve.
- Don’t forget to thank your clients for their business and helpful reviews. Just because the transaction is complete doesn’t mean it is a full stop. Maintain the relationship since it is worth the weight in the referral business.
- Lastly, stay in touch with your network, so they can recall your name even months after concluding the business. It keeps you open to newer prospects.
Avoid These Review Management Mistakes
Once you have solicited your reviews, time for review management. Avoid the following mistakes that can be hazardous to your reputation.
- Faking Reviews
Even if you manage to come up with impressive write-ups, review sites have ways to sniff out fake reviews. If you get caught, you can be heavily penalized, or your business can be blacklisted.
- Not Asking For Reviews
Not asking for reviews at all is the sign you are damaging your business prospects. Request that your customers post reviews.
- Offering Incentives
Incentives can seem small and harmless, but these are risky and must be avoided. The cost usually surpasses the benefits of pay-for-play strategies. Besides, these reviews can look forced and may cast you in a bad light.
Lucky draws or vouchers for future customers can still do the trick. But incentives aren’t the best way to get more online reviews.
- Getting Defensive
Getting defensive is a sure-fire way to exacerbate an already critical situation. Don’t blame customers for what went wrong, use foul language, or resort to legal tactics for bad reviews.
Accept criticism gracefully and not as a personal attack. Sensitively reply to disgruntled comments and establish trust for future business opportunities.
- Not Responding To Reviews
Every review, be it positive or negative, deserves a response. But there can be two scenarios here:
First, where you ignore positive reviews because the client is already satisfied. Second, where you neglect negative reviews since it’s risky or pointless to react. Not only does responding show that you care, but Google actually awards SEO brownie points for engagement when you respond.
- Not Responding to Reviews Quickly Enough
Do not let yourself slip into a backlog of pending review responses. Reply on a timely basis to every review–within 24 to 48 hours.
- Failing to Listen
Aim to validate the reviewer’s experience. Make them feel heard and ensure their feedback is valued. Failing to listen to their comments can tarnish your reputation–and you won’t learn from what they tell you.