Are your online reviews making your business look bad?

• If you have no idea what your business reviews look like, then the likely answer is yes.
• If you don’t have any, then the likely answer is yes.

If you’re not paying attention to your reviews, you’re not paying attention to the feedback being shared online about your business.

Around 68% of respondents to the 2018 Sensis Social Media Report reported reading reviews before making a purchase decision, and on average they read 8 reviews.

The is from 2018, and I expect that it will continue to climb as we purchase more online.

How do I find out what my reviews are like?

Get familiar with review platforms. Google, Facebook, Yelp are some of the more well known platforms

I can see my reviews, what now?

Reply to each one.

If it’s positive, thank the reviewer and express the delight you’ve had working with them.

If it’s negative, it can get a little bit tricky. The most important point is to empathise with their issue, and take it offline.

Alternatively, you can acknowledge that they’ve left you with a review. 

Why should I reply?

Because it shows that you’re interested and engaged as a business. If others in your space aren’t replying to their reviews, it gives potential customers proof that you’re better to work with than the other business.

Clients I work with have gained business purely because they’ve answered the reviews on Google.

Find out what your competitors reviews are like

You can look up your competitors reviews too. See where they’re doing well or poorly, and use this information to make sure you’re doing better.

How do I get more reviews?

Ask for them from your clients.

It’s the simplest way. Mid way through a project, or at the end, email your customer and ask them to visit your favourite review platform and leave a review for you.

Make it easy for them to complete the review.

The more simple you make the process, the more likely you’ll get a review.

• Have an automated email ready to go at the appropriate stage of your project.
• Have a link to the place to leave the review.
• Include a couple of crafted reviews with fill in the blanks. 

What are the rules around reviews?

The ACCC has a document that outlines what you can and can’t do regarding online reviews.

This is the obligatory disclaimer that this is not intended to be legal or financial advice.