Develop a consistent communication strategy that you can establish at all locations throughout the company. In the best case, you will find a basic tenor with recognition value that your customers will remember. To achieve this, you should ask yourself the following questions, among others:
How do you want to appear to your customers?
What feeling do you want to convey as a company or brand?
How do you convince new customers of your concept?
How do you keep your existing customers loyal?
In the best case, you as a company respond without exception to all reviews that customers submit, whether with or without text, 1 or 5 stars. However, since we also know that this often exceeds the available capacities, you should proceed according to a simple but efficient order of priority, which we will now briefly describe.
In the first place are negative reviews with text. These customers need to be appeased and their complaints addressed. Then come positive reviews with a specific concern. Then come negative reviews without text, and finally positive reviews without text.
Regularity is an essential aspect of active review management, because who wants their review to be answered only after a month or two? That’s right, nobody!
That’s why you should try to respond to your reviews on a daily basis. Since your customers will be informed about your response, this way the probability is the highest that they will read your response and reconsider and change it. If your capacities are limited, use our prioritization order and at least respond to the most relevant reviews.
The same employees should always respond to assessments as needed. This reduces the required working time in the medium to long term, simply because employees gain experience and, after a certain time, are able to process even complex issues without major effort and respond accordingly.
Think about how you can encourage your customers to rate your business on Google. Be it a nice notice at the checkout, a sign including QR code or online on your website or social media pages.
The more the better here! Every review helps to increase your reach and online reputation, because your reviews are your flagship in the search results on Google.
If you’re not interested in learning about Google reviews and review management, but still want to take advantage of the opportunity, there’s a quick and easy solution:
Book the Review Sherpa all-inclusive package! We’ll take care of all your review management and keep you up to date without you having to actively deal with reviews.