The Secret Power of Online Reviews

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Never underestimate a testimonial. 

Did you know that 89% of users read online reviews before buying a product while 93% made buying decisions based primarily on those reviews? (Source) 

Since online reviews are some of the most timeless and useful pieces of feedback that a business can receive, tapping into their full potential is essential for future success.

Why Reviews Matter

• They increase a business’s organic reach
• They help businesses rank higher in Google searches and under searches for Facebook professional services
• They build immediate trust and credibility with interested consumers 

How to Leave a Google Review

Google reviews show up on a business’s Google Business Profile. The Business Profile is the box that displays information when you search for the name of a company. 

As many as 63.6% of consumers said they were likely to check Google reviews before ever visiting a business location (source). For this reason, keeping a well-managed Business Profile is essential for any growing business. 

After they are posted, Google reviews cannot be removed by anyone except their original creator. If a review violates Google’s Community Standards, however, business owners have the ability to report it.  

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Leaving a Google review is easy: 

• Ensure you are logged in to a Google account
• Navigate to a business’s Google Business Profile
• Click “leave a review” 
• Fill out all relevant information 

Once you click “post,” you’ll be able to see your review after you refresh the page!

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How to Leave a Facebook Review

Much like on Google, businesses may reply to their Facebook reviews, but they cannot edit or remove them. Reviews are only removed if they go against either platform’s Community Standards.

Facebook reviews can only be left on Facebook Business Pages. In other words, if you post about your business from a personal account, you will not be able to collect reviews. 

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To leave a Facebook review: 

• Ensure you are logged in to a Facebook account
• Navigate to a business’s Facebook Profile
• Select the Reviews/Recommendations tab
• When prompted with “Do you recommend (Business name)” select either “yes” or “no” 
• Fill out all relevant information 

What to Do When You Get a Bad Review 

As hard as you might try, no business can completely satisfy all of its customers. If you’re a business owner, it’s almost inevitable that an unhappy customer will leave a negative review. 

One, or even a handful of negative reviews won’t make or break your business, but the way that you respond to them will. It’s all about being gracious, understanding, and demonstrating a clear desire to make amends. 

Then, next time an interested customer stumbles across your online platform to learn more about your business, they’ll see your willingness to respond to all types of feedback and will be more likely to view you as trustworthy. 

Respond promptly

When users see negative reviews without a response from the business, they’ll draw their own conclusions. Quickly responding to each negative review allows you to show potential customers that you care about the quality of your products or services and that you value each customer’s feedback. 

In some cases, it also gives you a chance to explain your side of the story in a tactful, positive way.

Address all of the customer’s concerns 

It means a lot to customers when you take their feedback seriously. Acknowledge — and apologize for — the specific issues that the unhappy customer had with your product or service. 

Provide your email or phone number with an invitation to follow up 

Letting the unhappy customer know that you’re willing to hear them out and talk about the situation goes a long way. When you respond to the negative review, be sure to let the customer know that you’re open to further discussion. 

Offer a solution  

Even if the unhappy customer never takes you up on the offer, you should still present a possible solution to the situation. This could be in the form of a voucher or replacement of a faulty item. Your customer's opinion of your business can dramatically change when they see that you are committed to making amends.

Make It Possible

Online reviews are one of the best ways to reach your local community, demonstrate professionalism, and connect with your audience. If you don't have the time, expertise, or resources to manage your profiles yourself, consider reaching out. 

To find out more about how we can help you take advantage of digital resources, contact us today. We’d love to help you grow your business.