An Online Customer Review Process that Works
Online reviews are a very big deal for just about any business, but they’re especially important for tattoo removal businesses. People who are getting tattoos removed want to know that they’re choosing a business that will do a good job, and the best way to find out is to see what other people are saying.
A large number of positive reviews will help people trust your business more, which means potential customers will be more likely to become real customers. Here’s a simple, effective process you can follow to get more positive online reviews.
1. Reach Out for Customer Feedback
Occasionally, you’ll get satisfied customers who will leave a review just because they’re happy with the job you did. But they’re the exception, not the rule. Unfortunately, about the only time customers take the initiative to leave an online review is when they’re unhappy.
The first step in boosting your reviews is getting every customer’s email address or cell phone number. This way, you can send an email or text message to follow up after a customer gets a tattoo removal at your business. Check-in with the customer to see how they’re doing, and ask what feedback they have for you.
You’re more likely to get a response when you contact customers shortly after they’ve visited your business, which means you should send feedback requests within about a week whenever possible. Make sure your messages are to the point, because if they’re too long, people won’t bother with them.
Avoid blasting out emails to dozens of past customers in one sitting. The problem with this is you could end up with a bunch of reviews within a short period of time, and that looks suspicious to people reading the reviews and search engines.
2. Ask Happy Customers to Leave a Review
If someone responds and tells you they hated your business, it obviously doesn’t make much sense to send them an email saying “Great, please leave me a review!” That’s why you need to filter the responses by their star rating – this is a feature that’s available in the whyilike review platform.
Once you’ve segmented the happy customers, you should let them know that you would really appreciate a review on a third-party site, such as Google My Business or Facebook. Include a direct link to those third party sites to make the process as easy as possible.
In the event you get a less than desirable rating, please immediately contact the customer and let them know that you’ll take action to correct whatever the problem was. This goes a long way to preventing a negative review in going public and potentially hurting your reputation.
3. Reply to Customer Reviews
The work isn’t quite done when the positive reviews start rolling in. Put the finishing touches on by replying to all the customer reviews you receive. While it’s good for potential customers to see positive reviews of your business online, it’s even better when they see that your business engages with its reviewers. They’ll have a better impression of your business this way, and it will make the reviewer glad they left a positive review, as well. It could even convince someone who is on the fence to write a review.
You don’t need to spend much time writing a lengthy response. Even just thanking the customer for choosing your business and leaving a review is plenty.
Of course, replying when it’s a negative review is much harder than replying when it’s a positive review. You need to respond to negative reviews no matter what, because if you don’t, it looks like your business doesn’t care about solving problems. It looks even worse if you respond to positive reviews and ignore the negative ones.
There are a few key things to keep in mind when replying to a negative review. The first is not to get emotional or attack the reviewer, as you’ll look unprofessional. If an apology is warranted, do so. Let the reviewer know you’re working to fix the problem, and try to get them to contact you directly. This shows anyone reading that you care about solving the issue, while also getting the rest of the conversation somewhere private.
Although you don’t want to get into a back and forth with a reviewer, it’s fine to present the facts if they’ve misrepresented things.