One tip is to keep it simple, just ask one question like “would you recommend our business to a friend or family member?” It requires a yes or no response. If no, you need to follow-up immediately.
Whether you have a partially automated solution, utilize survey software, or old-fashioned email, the key to a successful business of happy customers and a happy team is to have a process to survey every customer.
It is also important to let your team know that every customer will be surveyed, and use the ratings as part of the business’s performance numbers. When you tie it to their job or compensation, you will often see an increase in the customer review ratings.
The first people you should be hitting up for positive reviews are your friends, family and “raving” customers who love you!
Obviously, don’t have people who haven’t been customers do reviews, and don’t open up multiple email/review site accounts at the same physical location (it is possible for internet services to know where the computer that does the review is located, and if they see many reviews from your business or home, they will flag them and phony and could penalize your online rankings).
Sample email request for a referral (for a medical spa):
We’d like to thank you for participating in the Clinic Name Clean Start Weight Loss program. The goal of our medically supervised program is to quickly and effectively get your body back. If you have any questions about the maintenance portion of the program, please don’t hesitate to give the clinic a call.
As you know, there are many weight loss programs available, and you probably spent some time choosing this program. If you found that our program met your expectations, would you be so kind as to share your thoughts and feedback with others who may also be looking for an effective weight loss solution?
We know this is a lot to ask, but if you would, please feel free to do a quick rating and/or review on one (or all) of these websites (a Facebook rating only takes 5 seconds!):
Facebook: https://www.facebook.com/ClinicName/reviews/ (just click on the grey star!)
Google (if you use Gmail or Google): https://www.google.ca/search?q=clinic+name (click the “Write a Review” button on the right, below the map and address of the clinic).
Again, we thank you for choosing Clinic Name, and if any of your friends or family would like to avail of any of our services, we’d appreciate the referral. Ask them to tell us who referred them so we can give you a free month of our Lifestyle Maintenance Program (valued $99/m per referral).
We wish you the best!
Sincerely yours,
Person name, title, contact info
That is it, a simple 3-step process to encourage your customers to give you an online review. Taking all this into consideration, we hope this guide gives you a comfort level in dealing with online reviews.
Having this practical plan can certainly give you a level of satisfaction on the value of positive reviews and will result in validating the comfortable experience that your business gives your customers.
The above section is part of the IAPAM’s Secrets to a Successful Practice Workshop.