How to Encourage Customers to Leave Positive Google Reviews
For local businesses owners, like you, working day in and out, what’s the most pressing question? How to grow profit margins? Yes? So, how do you grow those sweet margins? By getting more customers, yes?
But, given the ferocious competition your, or any other, local business generally faces, how do you get more customers?
Among other things, a strong word of mouth is still one of the most positive indicators and a magnet for customers seeking your kind of business services. In this digitally-inclined world, that “word of mouth” is nothing but online reviews, a.k.a online reputation management (ORM).
According to a recent study, 97% of consumers read online reviews for local businesses, and 90% of them trust these reviews as much as personal recommendations. These statistics underscore the tremendous impact of positive reviews on customer behaviour and business growth.
But even when we know this, where do we start from? With so much to do in terms of ORM and so many rating and review platforms to choose from, it’s a whole different department to build and handle, isn’t it?
So, why not start with a review platform that has been proven to get the quickest result in the shortest time? For local businesses aiming to up their ORM game, planning how to get customers to write a review on Google is the bet.
Why Do Google Reviews Matter?
Well, that’s a good question, actually. Among all other local business review platforms, like Yelp, TripAdvisor, etc., getting positive Google reviews is still the quickest, easiest, and cheapest mode of building a thriving online reputation. “But why Google exactly”, you might emphasise to probe further.
1. Easier to Write and Interact
With other rating and review platforms, your customers have to be tech-savvy enough to know that such platforms exist – and then they have to have an account on them before they could post anything worthwhile.
But with most netizens having a Google account already and being already logged in, not much goes into planning how to get clients to leave reviews.
All you have to know is how to encourage customers to write Google reviews, and they can leave one no time.
2. Helps with the SEO
Positive Google reviews do more than just impress potential customers—they also enhance local SEO. Google’s algorithm considers the quantity and quality of reviews when determining search rankings.
Businesses with more positive reviews are likely to appear higher in search results, making them more visible to potential customers. This improved visibility can lead to increased website traffic and, ultimately, more sales.
Moreover, reviews contribute to fresh content about your business, which search engines favour. Regularly updated content signals to Google that your business is active and engaging with customers.
This can improve your search engine ranking, placing you ahead of competitors who may not have as many positive reviews.
Now, having settled why Google reviews should be your top priority before jumping on to other platforms and starting searching for “how to ask for a 5-star review for my Yelp”, let’s have a closer look at how you can encourage your satisfied customers to leave a 5-star review on Google.
Start with the Basics: Delivering a Seamless Experience
Though Prosperly is a state-of-the-art, SaaS-based solution designed to simplify the process of gathering and managing both positive and negative Google customer reviews, even we can’t be of much help to you if you aren’t in the habit of satisfying your customers.
It is not that hard if you ask us. Just a few basics and your sheer commitment to service excellence can get you miles ahead from your closest, and even biggest, competitors. Let’s see how.
1. Creating an Exceptional Customer Experience
Your businesses should focus on meeting and exceeding customer expectations consistently to create a strong base of satisfied customers.
Quality service encompasses various aspects, from the product or service itself to the customer interactions throughout the buying process. Ensuring that your staff is well-trained, courteous, and responsive can significantly enhance the overall customer experience. Additionally, promptly addressing any issues or concerns can turn a potentially negative experience into a positive one.
2. Consistency
Consistency in service delivery is key to maintaining high levels of customer satisfaction. Customers expect the same quality of service every time they interact with a business. Ensuring consistency helps build a loyal customer base that is more likely to leave positive reviews.
Consistency can be achieved by standardising processes and training staff to follow these standards. Regularly reviewing and updating these processes can ensure they remain effective and relevant. Consistency also involves maintaining a high standard of product or service quality, regardless of external factors.
3. Personal Touch
Personalised interactions, such as remembering a customer’s name or preferences, can make customers feel valued and appreciated. This personal connection often encourages customers to leave positive reviews.
Personalization can be implemented in various ways, from personalised emails and offers to in-person interactions. For example, a hotel that remembers a guest’s preferred room type or a restaurant that recalls a customer’s favourite dish can create a memorable experience that customers are likely to share in a review.
Now, let’s better understand how you can use the above three with an example
John’s Journey from Check-in to Check-out
John, who is checking into your small hotel, “Sunny Side Inn.” We’ll follow John from the moment he arrives until the time he leaves, ensuring every interaction enhances his satisfaction and encourages him to leave a positive review.
Step 1: Warm Welcome
As John arrives at Sunny Side Inn, he is greeted with a warm smile by the doorman. “Welcome to Sunny Side Inn, Mr. John! “We’re delighted to have you with us.” This could be you as the doorman if you’re running a small, close-knit operation. No harm in being at the first point of contact with your customer.
Step 2: Quick and Efficient Check-In
At the reception, the front desk clerk, Emily, promptly checks John in. She has his room key ready and offers a refreshing welcome drink. “Everything is set for your stay, Mr. John.” Here’s your room key, and please enjoy this complimentary lemonade.”
Personal Touch: Emily notes that John’s profile mentions he enjoys a good cup of coffee. “I see you love coffee, Mr. John. We’ve stocked your room with a selection of our finest local coffee. If you need anything else, please feel free to let us know.
Step 3: During the Stay
John enters his room to find it impeccably clean and well-prepared. There’s a welcome note on the bed, handwritten by Emily: “We hope you have a fantastic stay at Sunny Side Inn. Enjoy your time here!”
Step 4: Immediate Issue Resolution (If Any)
That evening, John realises he forgot to pack his toothbrush. He calls the front desk, and within minutes, a staff member delivers a complimentary toothbrush and toothpaste to his room. “Here’s your toothbrush, Mr. John. If you need anything else, just let us know.”
Step 5: Engaging Customer Service
The next morning, John heads to the hotel restaurant for breakfast. The chef, Mark, stops by his table. “Good morning, Mr. John. We have a special today—blueberry pancakes with a touch of local honey. We hope you’re enjoying your new [Product]. When you have a moment, please share your experience with us on Google.Would you like to try it?”
Step 6: Local Recommendations
John asks for recommendations for things to do in the area. The concierge, Lisa, provides a personalised list. “If you enjoy nature walks, the Sunny Trail is beautiful this time of year. For dining, the Riverside Bistro offers a wonderful dining experience with live music.”
Step 7: Check-Out
On his last day, John approaches the front desk for check-out. Emily makes the process swift and efficient. “We wish you a wonderful stay, Mr. John. Here’s your final bill, and we’ve already called a cab for you.”
Before he leaves, John is handed a small gift bag. “Here’s a small gift from us—a jar of our locally sourced honey.” We hope it reminds you of your time at Sunny Side Inn.”
Step 8: Requesting a Review
As John gets ready to depart, Emily kindly asks, “Mr. John, if you enjoyed your stay, we’d be grateful if you could leave us a review on Google. Your feedback helps us improve and informs other guests about our services.”
Step 9: Follow-Up
The day after John leaves, he receives a personalised thank-you email from the hotel. “Dear Mr. John, thank you for staying with us at Sunny Side Inn. We hope you had a memorable experience. We would love to hear your feedback and look forward to welcoming you again.”
Now, you might not be running a hotel, big or small. That deprives you of such a long duration of contact with your customer to craft such a seamless experience. But the takeaway from the above story is this: you can never tell when it is that your customer is taking note and what might feel good to them. A simple act of courtesy can always take you a long way.
Timing and Approach: When and How to Ask for Reviews
How to Choose the Right Time
With every move done to perfection, from giving a warm welcome to leaving sweet pillow notes, timing is still crucial when asking for reviews.
Strategic timing can vary depending on the business. For retail stores, asking for a review at the checkout counter or in a follow-up email soon after the purchase can be effective. For service-based businesses, a review request at the end of the service or in a follow-up call can yield better results.
Let’s look at what instance you can make the move to ask your customer to drop a 5-star review for your service, based on the types of business industries.
Retail Stores
A. Checkout Counter Request
At checkout, a cashier can engage customers with a friendly smile. “Thank you for shopping with us today! If you enjoyed your experience, we would really appreciate it if you could leave us a review on Google.” Then he can slowly slide their review QR to provide the customer with an easy review-dropping experience.
B. Follow-Up Email
Shortly after the purchase, you can send an email to your customers. Something like: “Hi [Customer’s Name], thank you for your purchase! We hope you are enjoying your new [Product]. If you have a moment, please share your experience with us on Google. Your feedback helps us serve you better.”
Restaurants
A. Post-Meal Request
After a meal, the server can ask diners for a review when handing them the bill. “I hope you enjoyed your meal! If you have a moment, we would love to hear your thoughts on Google.” You can also put a review QR on the bill itself, so customers can drop one off later in their own time.
B. Loyalty Program Email
For regular customers, you can send an email through the loyalty program. “Hi [Customer’s Name], as a valued member of our loyalty program, we hope you enjoyed your last visit. We would be grateful if you could leave a review and share your experience with others.” Don’t forget to add a review link at the end of that email.
Service-Based Businesses (e.g., Salons, Spas)
A. At the End of Service
Stylists or therapists can request reviews right after the service. “I hope you enjoyed your treatment today! If you did, could you leave us a review on Google? It really helps us grow.”
B. Follow-Up Text Message
A day after the appointment, send a follow-up text. “Hi [Customer’s Name], we hope you loved your recent visit to [Salon/Spa Name]. Don’t forget to share your experience with us by leaving a review on Google.”
E-Commerce
A. Order Confirmation Email
You can Include a review request in the order confirmation email. “Thank you for your purchase, [Customer’s Name]! Once you receive your order, we would love to hear your feedback on Google.”
B. Follow-Up Email After Delivery
A few days after the product is delivered, you can send a follow-up email. “Hi, Dear [Customer’s Name], we hope you’re having a great time with our [Product]. Your feedback is important to us. Please leave a review on Google and let us know how we did.”
Fitness Centers and Gyms
A. Post-Workout Request:
This line gives you enough time and opportunities to ask for a review, that is one-on-one. Trainers can ask for reviews after a particularly good session. “Great job today, [Member’s Name]! If you enjoyed your session, please consider leaving us a review on Google.”
B. Email Campaign
Send an email after a month of membership. “Hi [Member’s Name], we hope you’re enjoying your time at [Gym Name]. Please share your experience by leaving a review on Google. Your feedback helps us improve.”
In each case, the timing and method of asking for a review are tailored to the customer’s experience and the nature of the business. This strategic approach ensures that requests for reviews are made when customers are most satisfied, increasing the likelihood of receiving positive feedback.
How to Ask Customers to Leave A Review
1. Be Polite and Professional
Asking for reviews should always be done politely and professionally. A friendly, respectful request can go a long way in encouraging customers to leave reviews. Here are some tips for asking for reviews:
1. Be Direct, But Polite: Clearly ask for a review, but do so in a way that respects the customer’s time and opinion.
2. Express Gratitude: Thank the customer for their business and let them know how much their feedback means to you.
3. Make It Easy: Provide clear instructions and direct links to where they can leave their review.
For example, a simple script for a follow-up email might be: “Thank you for choosing [Business Name]. We hope you enjoyed your experience. Your feedback is very important to us, and we would greatly appreciate it if you could take a moment to leave a review on Google [insert direct link].”
2. Engage with Multiple Channels
To maximise the chances of getting reviews, businesses should use multiple channels to request them. These can include:
1. Email: Send a follow-up email after a purchase or service, thanking the customer and requesting a review.
2. In-Person: Ask for a review during face-to-face interactions, such as at the checkout counter or after a service is rendered.
3. Follow-Up Calls: A quick follow-up call can be an effective way to ask for a review, especially for service-based businesses.
Additionally, businesses can utilise social media platforms to encourage reviews. A well-timed post or direct message on platforms like Facebook, Twitter, or Instagram can reach customers who may not respond to emails or calls.
Simplifying the Review Experience
Making it easy and quick for customers to leave a Google review is very crucial. This starts with providing direct links to your Google review page to streamline the process. Here are some ways to simplify access:
1. Email Links: Include a direct link to your Google review page in follow-up emails.
2. Website Buttons: Add a “Leave a Review” button on your website that takes customers directly to the review page.
3. QR Codes: Use QR codes on receipts or business cards that customers can scan to go directly to the review page.
Provide Clear Instructions
Providing clear, step-by-step instructions on how to leave a review can help customers who may not be familiar with the process. This can include:
1. Step-by-Step Guide: Create a simple guide with screenshots showing how to leave a review on Google.
2. FAQs: Include a section on your website or in emails addressing common questions about leaving reviews.
Have a Mobile-First Approach
Many customers prefer using their smartphones to leave reviews. Ensuring that the review process is mobile-friendly can increase the likelihood of receiving reviews. Make sure your website and any review links are optimised for mobile use.
With more than half of all web traffic coming from mobile devices, having a mobile-optimised review process is not just convenient but necessary. This includes ensuring that your review links open properly on mobile browsers and that the review page itself is easy to navigate on a small screen.
Incentivizing Reviews (Within Ethical Guidelines)
Ethical incentives can encourage customers to leave reviews without compromising the integrity of the feedback. Non-monetary incentives such as discounts on future purchases or loyalty points can be effective.
For example, you might offer a small discount on the customer’s next visit as a thank you for leaving a review.
Other non-monetary incentives can include exclusive access to sales or events or additional loyalty points that can be redeemed for rewards. These incentives should be clearly communicated and structured in a way that encourages genuine feedback.
Review Campaigns
Running review campaigns can be a great way to gather more reviews. These campaigns can involve reaching out to your customer base with a specific call to action, encouraging them to share their experiences. Here are some ideas for review campaigns:
1. Email Campaigns: Send a series of emails asking for reviews, each highlighting a different aspect of your business.
2. Social Media: Use your social media platforms to encourage followers to leave reviews.
3. In-Store Promotions: Promote review campaigns in-store with signs or staff reminders.
Creating a sense of community around the campaign can also be effective. For example, framing the campaign as a way for customers to help improve the business or support a local enterprise can motivate them to participate.
Transparency
Transparency is essential when incentivizing reviews. Be honest with customers about why you are asking for reviews and ensure that any incentives offered are ethical and do not influence the content of the reviews.
For example, a transparent incentive might be: “Leave us a review and receive a 10% discount on your next purchase. We value your honest feedback and appreciate your support.” This approach ensures customers know that their genuine opinions are valued and not being bought.
Respond to Reviews for Building Engagement and Trust
Acknowledge and Thank Customers for their Efforts
Acknowledging and thanking customers for their reviews shows that you value their feedback. A simple thank you can go a long way in building customer loyalty and encouraging future reviews.
For positive reviews, a personalised response that acknowledges specific points made by the reviewer can further enhance their satisfaction. For example, “Thank you, Jane, for your kind words! We’re thrilled to hear that you enjoyed our service and we look forward to serving you again.”
Addressing Negative Feedback
Negative reviews should be addressed professionally and promptly. Acknowledge the issue, apologise if necessary, and offer a solution. Handling negative feedback well can turn a dissatisfied customer into a loyal one and show potential customers that you care about their experiences.
A good strategy for addressing negative feedback includes:
1. Acknowledging the Issue: “We’re sorry to hear about your experience.”
2. Apologising: “We apologise for any inconvenience this may have caused.”
3. Offering a Solution: “Please contact us directly so we can resolve this issue for you.”
This approach demonstrates your commitment to customer satisfaction and your willingness to make things right.
Showcase Positive Reviews
Showcasing positive reviews on your website and social media can build credibility and attract more customers. Highlighting customer testimonials and success stories can serve as powerful endorsements for your business.
Creating a dedicated section on your website for customer reviews, or regularly sharing positive feedback on social media, can keep your audience engaged and informed about the positive experiences of others.
Leveraging Prosperly to Get More Positive Google Reviews
Leveraging SaaS solutions like Prosperly can significantly boost your business’s online reviews. Prosperly offers automated review requests, saving time and ensuring every satisfied customer is prompted to leave feedback through personalised emails or text messages with direct links to the review page.
In addition, Prosperly provides detailed analytics on review trends, allowing businesses to track their progress, identify areas for improvement, and make informed decisions to enhance customer experience. This includes data on the number of reviews received, average ratings, and the impact on sales and engagement.
Several businesses have successfully increased their positive reviews using Prosperly. For instance, a small bakery saw a 50% increase in positive reviews within three months, and a boutique hotel experienced a significant boost in visibility and bookings.
These results highlight the benefits of improved online reputation, increased customer trust, and higher search rankings, ultimately leading to greater customer engagement and sales.
Way Forward
Positive Google reviews are essential for local businesses to build trust, enhance their online reputation, and attract more customers. Providing exceptional customer experiences, asking for reviews at the right time, simplifying the review process, and using ethical incentives can all contribute to garnering more positive reviews.
Responding to reviews, both positive and negative, and leveraging SaaS solutions like Prosperly can further boost review performance and business growth.
To boost your Google reviews and enhance your online reputation, try Prosperly today. With features like automated review requests, detailed analytics, and customization options, Prosperly can help your business gather more positive reviews effortlessly.