Welcome back. Now, in the last podcast we talked about the feedback process and creating feedback process inside your business. Where you’re asking, you’re getting feedback, and then depending on that feedback, they’re going one of two directions. If it’s negative feedback, then obviously you want to keep it offline. You want to resolve that issue, and then follow up with that customer to ensure that we’ve resolved the issue and put him back through the system.
Let’s say we ask, we get positive feedback, again, in that case, we want to encourage and enable them to share their experience online. By doing that, they’re going to be essentially putting a testimonial up that will be referring us new business 24/7, 365 on these different reviews sites, which will allow us to capture new customers to put through the feedback process and continue to kind of grow in this virtuous cycle that I had spoken about last time where the customer connects with you, they have a great experience, you give them that opportunity to review you. Once they review you, more people see you online simply because you are more visible because your rankings in the search engines are going to be going up as well as having more and more social proof that the product or service that you provide is amazing. Having more people doing that is really what’s going to propel your business forward because you are becoming more referable.
I want to lay out exactly how you’re becoming more referable by putting this feedback process in the place in your business. It all starts with asking. I would say that 95% of small businesses don’t ask for feedback after the process. As a result, simply by asking, you’re putting yourself in that upper echelon of businesses who realize when you come through as a customer, they’re not just a number on your balance books. They are an actual person that you care about with a relationship. Simply asking can set you apart in a great way.
Let’s just say they don’t engage with you, not a big deal. At least you asked, so when they refer somebody to you, they’re confident that you will actually follow up and engage and make sure that you’re maintaining that relationship. They have more trust in you to be able to refer you more.
Let’s say they go the next step. Let’s say you ask for that feedback, and they actually give it to you. Now they’re even more likely to engage or continue to use your services or refer you simply because they were so ecstatic about your service. They wanted to actually share with you what their experience was and give you feedback to help you improve your business. Now you’ve become even more referable by getting that feedback.
Let’s say they go the whole nine yards and they actually leave you an online review. Well, this is the best case scenario, obviously, because not only are they so committed that they give you feedback and they took that extra step of providing you a review online, but now their experience is being shared online, like I said, 24/7, 365 referring business to you. You can’t be more referable than that. With all these recommendations out there pointing in your direction, you have become exceedingly referable and easy to do business with. More people are going to be attracted to that.
Put that feedback system into place and make yourself more referable.