So you're the best in your business. You give 110% to your customers. And still...the other guy has more great reviews than you.
It really doesn't need to be that way. There are 3 secrets that will help you get way more great reviews from your customers.
#1 - Timing
Timing is uber important.
We all choose how to use our time, so do our customers. When a customer doesn't leave a review, it doesn't necessarily mean they didn't love your product or service. They may be absolutely thrilled. It may be the best purchase the've made in months.
But you just contacted them at the wrong time. Maybe they were busy, or just don't feel like typing a review at that moment.
Happily, timing is a battle we can win.
If your customer loves your product or service, they're likely most excited about it right after receiving it. Presenting a review invitation as soon as possible after the transaction is completed increases your response rates significantly.
So what do you need to do?
A) Develop a good habit of sending review invites after each purchase
B) Or even better, get a system that sends review invites automatically after each purchase
Even in peak excitement, our customers have lives. They're doing things, and just may not be able to write a review right when we'd like them to.
Instead of just being disappointed that our customers didn't respond to our review invite, we can do something about it. We can send review reminders over the following weeks and try to reach them when they are ready to leave a review.
It's important to use software to automate this process, otherwise we all know it just won't happen.
When to send reminders
Sending review reminders at the right time can mean the difference between a new 5 star review and no review. Let's use what we know to help us discern how to effectively send review reminders.
- The longer we wait, the less excited the customer likely will be.
- People don't like getting too many emails especially not too close together
- Our customers are busy and have lives
So we want to send the first reminder soon, but not so soon that it irritates the customer. Sending the first review reminder after 2-4 days is a good starting range.
And due to point 3, that our customers have lives, sending just one reminder may not be enough.
It's important to keep nurturing your customers to leave the review, often it takes 2 or 3 reminders before you get them at the right time and they leave a review.
One caveat on this, there's a fine line though between making sure the reminders are helpful and starting to irritate your customer...send too many reminders too close together and you can lose a fan.
So how do you send effective review reminders?
- Send the first friendly reminders soon, but not too soon
- Send 2 or 3 more reminders over a period of a few weeks after the job finishes
- Make sure your review invite system detects if the customer has left a review and if so stops sending reminders; otherwise you could irritate your customers.
The sum up
Timing is really important if we want to get as many reviews as possible from our customers.
- Send review invites as close to peak excitement as possible
- Send regular reminders to make sure you contact the customer at the right time.
To send review invites at the right time, and frequency you either need to organize a really good in-house plan or skip all that work and use a system like NiceJob to automate the process :).
The 2nd Secret to Getting More Reviews
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