Do you have a bad review that is costing you big time in lost business?
Would you like to get more new customers? What business or professional practice wouldn’t?
Today the main factor in the number of new customers flowing into your business is your reputation.
Did you know the average consumer looks at 6-10 reviews before coming into your store or picking up the phone to schedule an appointment? They don’t even have to look very far. Today, links to reviews are a part of your Google listing, your Google+ page, search results and 60+ local directories such as Yelp, City Search, Bing, Yahoo and Yellow Pages.
Now think about this. What if they find bad reviews? You think they will call you? Not a chance. Think about your own experience. You need a dentist that specializes in children. You go online and start searching. You find a couple near you. One has 5 reviews, two of which are bad. The other has four 5-star reviews. Who are you going to call?
Fact is, if you have bad reviews it could be costing you tens of thousands of dollars in lost business every month.
This blog post will outline four steps you need to take to
- Improve your reputation
- Get more customers or clients and
- Become the market leader in your community.
- There is a 5th step (which could be the most important) which we will not cover in this post. But you can find out more about it here.
Step one is to be cognizant about what people are saying about you online now.
Is your reputation good, bad or missing? If you have no reputation, that’s just like having a bad reputation. If you got referred to a dentist and went to check him out online but couldn’t find any reviews, wouldn’t that raise some red flags?
To go to the 60+ most important (out of the more than 200) online review sites manually would take your or your staff way too much time. Luckily there is software that will do this for you. Go to Get Your Reputation and type in your business phone number. You’ll know your reputation in about 45 seconds.
Educate Your Employees
If you have a bad reputation, it’s probably not all on you. Everyone has a bad day. Your receptionist, a sales person or the guys who deliver for you—all could create a bad review simply by the way they treat a customer.
The hard fact is: you are only one customer away from a bad review.
Its important that all your employees be trained on the importance of a good reputation to your business and how to ask for and get 5-star reviews. Chances are your employees have more direct customer contact than you; they all must be on board with the goal of building your reputation.
There is online training on building a company’s reputation for employees which is beyond this post.
What’s the best way to build a business? Word of mouth. It’s by far the most powerful and it’s free. It is built on personal referrals.
At the water cooler at work: “Hey, Jane, we’re new to town and we’re looking for a dentist—who do you go to. Oh, we have been going to Dr. Smith for 10 years. He’s wonderful. Not only is he a nice guy, he uses some techniques in his office to basically eliminate any pain or discomfort. I couldn’t recommend him more!”
That’s a fantastic referral. But, unfortunately, it’s private. Only one person heard it.
So what’s a review? Simply a public referral. It says the same thing but will be viewed by hundreds or thousands of people. The best medium to communicate your glowing review is expanded upon here.
There’s a myriad ways to get reviews. Again, beyond this post. But the key is to have a systematic way for your employees to ask for and get a review from every customer. It should be part of the sales process training. Just like how to ring up a sale.
Market Your 5-Star Reviews
Once you start accumulating 5-star reviews, the next step is to market them. This means having a strategic plan to post your reviews to as many places online your potential customers would likely visit.
I’m talking your website, Google, Yelp and other important review sites. Today, the average person spends a ton of time on Facebook; your reviews should be on your Facebook page. Same with Pinterest, LinkedIn and Twitter.
When people see your glowing reviews in places they frequent online, it’s just like their friend at work, their brother, sister or mom saying, “Hey, this business is fantastic! I used them. You should too.”
Fact is, 70% trust review just as much as a personal recommendation.
The most efficient way to communicate your reviews is by using video.
If you implement these four steps, your reputation will improve; you’ll get more customers and make more money. Plus, there’s nothing wrong with being looked at as the market leader in your industry in your city.
However, there is one more step.
Time and space do not allow expounding on what could be the most important aspect of building your reputation: communicating your reviews in the most understandable and convincing way in the marketing step. To learn more about this important step, watch a short video that tells you everything you need to know and take a look at the two examples on the page.