To share your business values with potential clients, be sure to take the opportunity to respond to your reviews. Even though your reviews come from existing clients, it’s your future clients who will be reading them as they decide whether or not to give you their patronage!
Responding to reviews shows that you care and that you’re staying on top of what your customers have to say about you. Taking the time to say thank you is important. It is much more efficient to keep an already satisfied client than it is to convince a new client to give you a try.
Use your responses to say something useful about your business values. If you have a client who reviews your business and comments that you give superb personal attention, respond with appreciation that the client noticed the work you put into making every customer’s experience with you feel individual and unique.
Using this approach, your happy customer will feel glad that they took the time to compliment you, and your secret audience of other readers who are thinking about giving your business a try will learn that you are a business owner that cares about building lasting, top-notch relationships.
It’s especially important to respond to a less-than-happy customer. Again, thank the customer for their feedback. Then consider how you can turn the situation into a gratifying one. Use the insights into your business to build better operations and tell your customer how their next visit will be improved. Not only may you regain the customer, you’ll be proving to all readers that excellence in customer service is important to you.
Being responsive turns your reviews into interactions and gives you a powerful venue for communicating your business values in a way that sets you apart from competitors.
For expert advice and techniques for building positive reviews that increase your business consumer base through good online buzz, contact the team at Beyond Bold Media which creates Destination SouthCoast and other innovative outreach solutions. Call 508-997-8844 to learn more or to find out when we’re holding our next seminar on how to go viral through reputation marketing.