In a review-driven consumer world, it is imperative that we take every opportunity to collect Google reviews from our happy customers. Did you know that 88 percent of consumers trust reviews as much as personal recommendations (Vendasta)?
The 6 R’s to more Google Reviews:
1. REMEMBER: We recommend you ask, “ Customer, were you happy with the service we provided you?” Happy is a powerful word. There is a huge difference between “happy” and “satisfied.” Some prefer “were you pleased with our service?”
2. RESPOND: When the customer responds “yes” – verbally respond to their reply and then ask permission to send the review request. Note: Asking permission and even using the word “permission” can be powerful.
- “Mr. Customer, would it be okay if our team sent you a link to leave us a review on Google?”
- “With your permission, may I send you a link so you can leave us a review on Google?”
- “Would you mind spending 30-seconds to leave us a review on Google?”
3. REQUEST: Simply choose “Request Google Review” from our menu (desktop or mobile) and your customer will receive the request either immediately or it will get sent based on your settings (5-minutes later, 30-minutes later, etc. We are advocates of sending your review request right away so the customer can fill it out in front of you. The sooner you request the review after service, the more likely the review is to get completed.
4. RECEIVE: Your customer will receive your customized template asking for the review along with a link to your Google My Business site. Below are some template options or you can customize your own. (Note, we like leveraging our {{salutation}} field to make the request much more personal. For that reason, encourage you and your team to update the field or it will use first name by default.
“Dr. Smith, Thank you for choosing ABC Business. We were glad to be of assistance. Would you please consider spending 30-seconds to leave us a review on Google using the link below? You may also reply to our “customer care team” simply by replying to this text.”
“Dr. Smith, your feedback is important to us. Would you please consider spending 30-seconds and click on the link below to leave us a Google Review? If you prefer, you can also reply to this text to leave a message for our customer care team.”
“Dr. Smith, as I mentioned, here is the link to the Google Review. Thanks again for spending 30-seconds to complete it. We appreciate your business and your continued feedback.
5. REVIEW: All completed reviews are sent directly to the “Reviews” dashboard within Captivated. They can be filtered by date, star rating, or even the location if you have multiple Google My Business pages.
6. REWARD: Over 88 percent of online shoppers incorporate reviews into their purchase decision (Vendasta). Our Google Reviews Dashboard allows you to see which employees are requesting and receiving the most reviews along with the average star rating. Their efforts ultimately drive new customers to your business and are worth rewarding. When unsolicited reviews come in, you can assign them to an existing member of your team so your scoreboard stays up to date. Consider having monthly or weekly contests to reward team members based on the quantity and quality of the reviews they have driven.
* Best Practice differentiator: Leverage Captivated’s powerful video platform and create a short video from ownership to request the review or alternatively, thank the customer for the review after the fact.
Benefits of Google Reviews:
- Higher SEO rankings for your business
- Improved customer Insights and Feedback
- Greater Trust and Credibility built between you and your customers
How do I get reviews turned on in Captivated?
Chat with Captivated Support in the left-hand menu using the “Support” option to request access to this feature.