Latest / The Confident Entrepreneur With Jennifer Ann Johnson / Reviews That Sell: Turn Feedback Into Growth with Jennifer Ann Johnson
Transcript
- 1:13Jennifer Johnson: Today, we're tackling a topic that can make or break your business in the digital age, online reviews.
- 1:19Jennifer Johnson: Now I know before you get excited and get upset, just take a listen because I know how nerve-wracking it is every time I get an email from Google saying there's a new review or from Yelp.
- 1:32Jennifer Johnson: So in a world where consumers turn their screen to their screens before making decisions, your online reputation is your new storefront.
- 1:39Jennifer Johnson: But here's the deal: it's not just about collecting those coveted five stars, it's about how you respond and leverage every single review to turn browsers into buyers and critics into champions.
- 1:52Jennifer Johnson: So let's face it, we know with just a few taps, potential customers can access a treasure trove of opinions about your business.
- 2:11Jennifer Johnson: But businesses that respond to reviews, both good and bad, are almost two times more trustworthy than those who don't.
- 2:19Jennifer Johnson: I know they're just not, they're not just numbers, they're your business lifeline.
- 2:24Jennifer Johnson: I get that.
- 4:51Jennifer Johnson: So let's talk about the secret sauce, how you respond to those reviews.
- 4:55Jennifer Johnson: It's not just about damage control, it's about showcasing your business's personality and commitment to your customers.
- 5:03Jennifer Johnson: So let's talk about positive reviews first.
- 5:07Jennifer Johnson: Show a genuine approach, a simple thank you doesn't cut it.
- 5:10Jennifer Johnson: You need to personalize your response.
- 5:12Jennifer Johnson: Reinforce the positive.
- 5:14Jennifer Johnson: Echo what they loved about their experience and then invite them back.
- 5:18Jennifer Johnson: Turn a one-time customer into a loyal fan.
- 5:21Jennifer Johnson: And now for negative reviews, and I'm gonna be honest with you, this is where the magic happens.
- 5:27Jennifer Johnson: Keep calm, like I said at the beginning, and respond.
- 5:31Jennifer Johnson: Remember, your response is for everybody reading, not just the reviewer.
- 5:35Jennifer Johnson: Acknowledge and apologize, take responsibility, even if they're wrong, take it offline.
- 5:41Jennifer Johnson: Offer to continue that conversation privately to resolve any issues and then follow up publicly.
- 5:47Jennifer Johnson: Once it's resolved, update the review thread, show the potential customer that you go the extra mile.
- 5:55Jennifer Johnson: So now there's actually more to this because reviews aren't just feedback, they're a gold mine of business intelligence.
- 6:02Jennifer Johnson: And here's how to harness their power.
- 6:04Jennifer Johnson: You can identify trends.
- 6:06Jennifer Johnson: Are customers always raving about your staff?
- 6:10Jennifer Johnson: Highlight that in your marketing.
- 6:12Jennifer Johnson: Are they complaining about wait times?
- 6:15Jennifer Johnson: Then try to streamline your processes.
- 6:18Jennifer Johnson: It helps you improve products and services.
- 6:20Jennifer Johnson: Use specific feedback to refine your offerings.
- 6:24Jennifer Johnson: It's like having a focus group right at your fingertips.
- 6:27Jennifer Johnson: What could be better than that?
- 6:29Jennifer Johnson: You can use it to boost your SEO.
- 6:32Jennifer Johnson: Reviews are fresh.
- 6:33Jennifer Johnson: They're relevant content that search engines love.
- 6:37Jennifer Johnson: Encourage detailed reviews so that you can improve your search rankings.
- 6:41Jennifer Johnson: It's creating social proof.
- 6:43Jennifer Johnson: Share glowing reviews on your website and your social media.
- 6:47Jennifer Johnson: And then train your team.
- 6:48Jennifer Johnson: Use these reviews in your training programs.
- 6:51Jennifer Johnson: Help your staff understand what customers truly value.
- 6:55Jennifer Johnson: Now let's talk about generating more reviews because in this game, definitely quality has to be over, quantity has to be over quality all its own.
- 7:06Jennifer Johnson: So just ask.
- 7:07Jennifer Johnson: 70% of consumers will leave a review if you just ask.
- 7:10Jennifer Johnson: Make it part of your closing process.
- 7:12Jennifer Johnson: We give everybody a card before they leave.
- 7:16Jennifer Johnson: Make it easy.
- 7:17Jennifer Johnson: Send up follow emails, send up the follow-up emails with links to review yourself.
- 7:23Jennifer Johnson: Timing is everything.
- 7:24Jennifer Johnson: Ask for a review when customers are most satisfied, right after a positive interaction with them.
- 7:31Jennifer Johnson: And there's also technology that you can use that will help streamline that process for you.
- 7:37Jennifer Johnson: So turning lemons into lemonade, here's a mind vendor.
- 7:41Jennifer Johnson: Negative reviews can be good.
- 7:43Jennifer Johnson: Yes, they can be good because they build trust.
- 7:47Jennifer Johnson: It's a mix of positive and negative reviews shows authenticity.
- 7:50Jennifer Johnson: If you look at a review and you or at a company and you see only 100%, you got to scratch your head and go, I don't believe it.
- 7:59Jennifer Johnson: So definitely having positive and negatives are a good thing.
- 8:03Jennifer Johnson: They offer improvement opportunities.
- 8:04Jennifer Johnson: Each complaint is a chance to wow your customer and show them how you've improved.
- 8:08Jennifer Johnson: And they also set expectations.
- 8:11Jennifer Johnson: Negative reviews about minor issues can actually reassure the customers that there's no huge problems.
- 8:17Jennifer Johnson: I'm going to give you a really quick word of caution about legalities.
- 8:23Jennifer Johnson: Fake reviews are bad, absolutely not.
- 8:26Jennifer Johnson: You can't offer incentives, and you can't prohibit people from leaving negative reviews because all of those practices are going to land you in hot water.
- 8:36Jennifer Johnson: So as we wrap up, knowing that every review is an opportunity to shine and improve and show the world what your business is made of.
- 8:45Jennifer Johnson: So dive into those reviews, respond with grace, learn from feedback, and watch as your reputation becomes your most powerful marketing tool ever.