How To Manage Client Reviews Like A Pro

How To Manage Client Reviews Like A Pro

Dealing with online reviews seems like a challenge, doesn’t it? It doesn’t matter if you’re an independent professional, small business owner or part of a vast company; one bad review can hurt. Nevertheless, don’t be afraid! I’ll show you some strategies that work well for dealing with client reviews and transform those annoying complaints into chances for development. When tackled correctly, this task is not difficult at all.

Table of Contents

Why Client Reviews Matter More Than Ever

In today's technology age, this is our digital era where everything is connected online, and thus, any review can be considered marketing gold. It’s true; they’re even more powerful than paid ads because 93% of consumers say an online review has influenced their buying decisions. A single negative comment could lose you 22% of potential customers! Wowzers.

On the other hand, having many positive reviews builds trust in your brand and credibility, with customers expecting you to live up to what was promised. Here’s proof:

88% trust these just like personal recommendations
72% are more trusting if there are positive ones available for reading
53% will discard any company which hasn’t received at least four stars out of five from previous buyers

Nowadays, how much people rely on rating systems, etcetera, either thriving or dying within this world, directly depends upon one's internet standing. But fret not because I’m about to share some tips on how you can get those 5-star raving fans coming your way.

Soliciting Reviews the Right Way

Do you have to demand what you want? Well, the same idea applies to reviews on the web. You're throwing away easy victories if you don’t ask people to leave feedback.

When To Ask

The key here is timing. It would be best to ask for a review after a favourable interaction when the warm fuzzy feeling is fresh. Email them, text them or get them to rate you in person if appropriate.

How To Ask

Now for the tricky part – you need to seek feedback without coming across as pushy, desperate or fishing for compliments. Here are some subtle yet effective templates for requests:

Hi [Name], thank you again for your business! Please leave an online review if my service meets your needs. It would mean a lot and help me improve. Here’s the link: [insert]

I hope this email finds you well! I’ve noticed that you haven’t had a chance to leave a review for our recent project yet. If it’s not too much trouble, please share your experience with us in a quick online testimonial. Thanks so much. Your feedback will enable me to do better next time!

The best approach is casual but direct. Friendly without being over-the-top. No guilt trips are required – just say, “Can you do this?” and provide a link.

Offering Incentives

You may also want to consider offering incentives such as discounts, freebies or contest entries for reviewers – this can turbo-charge your review acquisition rates. Just ensure each platform’s terms are followed; some ban incentivised reviews.

For instance, in a follow-up email:

“Thanks once more for choosing us! As one of our VIP clients, I’d love to hear about your experience on Google/Yelp/etc – did we meet or exceed expectations? I’m happy to offer you $10 off your next purchase or a free Amazon gift card to sweeten the deal. Cheers!”

Sounds good. But don’t ask them to leave positive reviews only – that could land you in trouble.

Responding to Negative Reviews

We’ve all been there: that new notification drops, and your heart sinks as you read the scathing comments of an unhappy customer. It’s tough, but DO NOT ignore or fire back at them defensively (I know it’s tempting). Responding calmly and professionally is vital to protecting your reputation.

Take a Breather

If you see red after reading that nasty review, walk away before responding — sleep on it if you can. You want to be levelheaded before crafting a reply that the world can see.

Kill ‘Em With Kindness

Once you’ve cooled off, take the high road. Respond politely and objectively without attacking or mocking the reviewer. A discreet, solution-oriented approach goes a long way:

“Hi [Name], I’m so sorry to hear you had such a bad experience with us. Providing top-notch service is very important to me, and I’m sorry we fell short. I’d like to learn more about what happened to prevent similar problems in the future. Please feel free to call me at [number] or email [address] to discuss how to fix this. Thanks again for bringing it to our attention; we’ll only get better.”

Acknowledging the issue, apologising sincerely, and proposing steps to make it suitable show that you’re invested in customer satisfaction. Plus, they make unhappy reviewers look pretty crazy if they keep ranting.

Frequently, responding quickly and professionally is enough to appease complainers before things get worse. But if not…

Take it Offline

Move the conversation off public review sites for lengthy discussions or when personal info gets involved. I suggest continuing via phone or email so their concerns can be addressed privately and with more back and forth.

In some extreme cases, though, fake/libellous/obscene reviews should be reported with documentation to have them removed by the platform. But save that as a last resort after trying to work it out nicely.

Leveraging Positive Reviews as Marketing

On the other hand, great client reviews are PR gold! You've got to amplify those good vibes as much as you can. Here are some ideas:

Highlight Past-Client Reviews on Your Website

Create a “Client Testimonials” page featuring your best reviews. You can embed review feeds directly from sites like Facebook or Google or take screenshots.

Share Reviews on Social

Don't let those raving reviews just sit there stagnant! Share them regularly across your social channels. You could also use apps to automate the sharing of new positive reviews.

Create Review Visuals

Graphics and videos quoting reviews make super engaging social media posts. Turn those glowing testimonials into eye-catching visuals using tools like Canva. It's easy, I swear.

Use Review Quotes in Marketing Materials

Scatter snippets from your best reviews throughout digital and print marketing collateral like brochures, sales sheets, and email campaigns. It makes your marketing way more credible.

Leverage Reviews for link-building

Do you know what Google loves? Authoritative backlinks from trusted websites. Well, guess what? Many popular review sites are high-authority domains. Score some easy SEO wins by linking to your business review profiles.

Offer Incentives for More Reviews

Be bold about promoting your incentive program and rewarding customers for leaving reviews. Insert calls-to-action in emails, on receipts, or verbally while wrapping up service.

“We'd love to get your feedback! Every review on Google helps our small business. Just send us your review link, and we'll send you a free drink coupon for your next visit!”

How to Get More 5-Star Reviews

Naturally, the best method to prompt excellent evaluations is to give incredible service and customer experiences. When you constantly amaze customers, those five-star raves begin pouring in themselves.

Make Customer Service A Priority: This one's obvious, but ensure your team can provide top-tier service at every touchpoint. Be friendly, be helpful, follow through on what you say you'll do, + go above & beyond where possible.
Set Expectations Early: Many negative reviews can be traced back to misaligned expectations. Avoid this by clearly stating what’s included (and excluded), pricing, timelines, etc., before starting a project together.
Seek Feedback Often – And Early: Never wait until the end to find out how things are going — check in frequently so you can correct if necessary. For example, sending an email like “Are you happy with [x] so far?” allows them to flag any issues.
Give More Than Expected: Where It Matters Another way of saying this is ‘under promise and over deliver', but either way, nothing gets people talking online more than getting something extra or better than they thought they would!
Show Gratitude For Reviews: Finally, don’t forget those people who took time out of their day just because they loved working with us – sending them a short note of thanks and some branded swag could help encourage future feedback, too!

Essential Review Management Tools

You will get carpal tunnel syndrome and go nuts if you try to follow and manage client reviews from every site manually. You must depend on technology to simplify the process.

Mention.net: It is a tool that keeps track of the internet for any new mentions of your business name and then sends alerts so you can respond quickly to reviews on different platforms.
Google Alerts: In like manner, establish Google Alerts for your company name to be notified when new reviews are published across the web. It is free and straightforward.
Reputology: A review management dashboard that does everything in one place — monitors reviews from over 100 review sources and social media, gets review alerts, generates review request campaigns, showcases best reviews with a widget, and more.
GatherUp: This tool works with many popular review sites and CRMs; after transactions, it enables quick requests of new reviews via text or email; all reviews can be viewed within a single dashboard.
BirdEye: BirdEye provides tools for AI-powered review generation (getting), reviewing monitoring/management across sites, reviewing marketing features, reviewing syndication, and insights.

Tracking Your Online Reputation Score

Keeping tabs on your online reputation regarding ratings, reviews, listings, and social presence is critical. Why? Because search engines and consumers alike use these metrics to evaluate your credibility.

There are loads of tools that analyse your overall online presence and rep to output a cumulative score, like:

Chatmeter
Womply
ReviewTrackers
Podium
Yext

You can get insights on which listings need updating, sites needing more reviews, how you stack up against competitors, and more. Tracking your score empowers you to identify weak spots and improve consistently.

Red Flags for Fake Reviews

In an ideal world, all reviews would be 100% genuine and unbiased feedback from real customers. Unfortunately, fake reviews run rampant on some sites from shady competitors or paid services.

The good news? There are ways to sniff out these inauthentic testimonials. Be on the lookout for reviews containing:

No specifics about products/services rendered
Advertising for other businesses or URLs
Extreme language like “worst company ever” or “most amazing.”
Poor grammar or spelling mistakes galore
Hundreds of reviews from the same user
Suspiciously perfect 5-star reviews only
Reviews from accounts with no photo or personal info

If something seems phoney, it might be. Feel free to report fake reviews to the platform.

Staying on the Right Side of Review Policies

Speaking of which, every primary review site has strict policies around soliciting and managing reviews. You must follow their terms to avoid penalties or getting reviews removed.

Some fundamental no-no's include:

Explicitly asking for positive reviews only
Offering incentives in exchange for reviews (check policies)
Writing reviews for your own business
Having friends/staff write fake reviews
Posting fake negative reviews about competitors
Trying to get legitimate negative reviews taken down

The bottom line is to play by the rules set by sites like Google, Yelp, Facebook, etc. Practice transparency and honesty in all your review generation efforts.

Conclusion

A sturdy online reputation built on a bedrock of client reviews is non-negotiable for businesses. With an innovative, proactive approach to soliciting and managing feedback, you can boost your brand's credibility and ride a trail of positive word-of-mouth to the bank.

Remember, fantastic customer experiences breed excellent reviews. But even if you slip up, handling negative situations with poise and a customer-focused resolution mentality can salvage your reputation. The key is monitoring all review activity, responding swiftly, and amplifying those glowing testimonials to their full potential.

Sure, it takes consistent effort to establish a stellar online rep. But in an age where reviews hold more sway than ever over purchasing decisions, the payoff of prioritising review management is enormous. Do it right, and you'll outshine your competition while attracting new business. What could be better than that?

FAQs About Managing Client Reviews

How often should I ask for client reviews?

There's no single correct answer, but one of the good ways is to ask for a review once or twice after completing a job or transaction. For instance, you can send an initial request immediately after providing the service and another follow-up email in about two weeks when there has been no response. However, do not keep bothering them, as this may annoy your clients.

What is the most effective method of getting more positive reviews?

The best approach to consistently receiving natural glowing reviews involves delivering exceptional service that exceeds customer expectations. Try to offer value in unique ways and ensure that each interaction with your client is delightful; they will be more than willing to sing praises on various online platforms.

Should I respond to all negative reviews?

While responding to every negative review you receive may not be necessary, responding promptly is advisable whenever substantive or severe criticism has been made against your product/service offering(s). Responding professionally shows that you take feedback seriously and are committed to making corrections where necessary; however, exercise discretion on whether specific comments deserve public replies.

Is it okay to give incentives for leaving reviews?

Specific platforms such as Yelp have stringent rules prohibiting businesses from providing rewards/incentives in exchange for customer testimonials. In contrast, others like Google and Facebook allow this, provided some guidelines are followed. Just avoid making requests that appear to only soliciting positive remarks because such actions often violate policies.

What can be done about fake negative reviews?

If you are sure someone who never transacted any business with you wrote an untrue, bad-mouthing post about your enterprise on a given platform, try flagging/reporting it as inappropriate so administrators might delete such fraudulent feedback. However, most sites demand substantial evidence before taking down authentic critical reviews; thus, the best strategy is to respond professionally to resolve the matter.

How can I deal with many review sites?

Reviewing platforms like Google, Facebook, Yelp, Trustpilot and Angie's List, among others, can be overwhelming, especially when one has to keep track of each site individually to manage customer comments/opinions about their experiences with different businesses. This is where review management systems are helpful since they allow monitoring and responding across multiple websites from one centralised dashboard.

Can I get sued over negative feedback?

Yes, there are cases where individuals got sued or faced penalties imposed by review websites due to violations such as offering rewards only if positive comments were left behind, writing fake self-praises, and attacking rivals through posting false, derogatory remarks, among other acts deemed deceitful. Always abide by rules regarding testimonials and honesty so that you do not find yourself on the wrong side of the law.