Hey, welcome back. Last week we talked about how to pivot and shift the paradigm from one of soliciting your customers, clients and patients for review, by saying, hey can you give us one? Instead, pointing that spotlight instead on you as the business, on the community at large, asking your customers to share their experience online. That allowing them to help other people in the community and them feeling very good about actually leaving you a review to help others. From that though, we need to transition into, how do we do this in sort of a non pressurey, easy to do, way that can be consistent time and time again?
What we have on the screen here is the process overview. I touched on this in a previous podcast. This idea of asking for feedback. Once you ask for and you get the feedback, then you can sort of take your next step in terms of what you want to do, whether you want to resolve the issue if it’s something kind of negative, or if you want to help enable them to share that experience so you can get a new customer in and go through the system again.
Really quickly, the big thing here is asking for the feedback. Again, don’t jump right to the review, ask for the feedback. First of all, you want to make sure, this is very valuable information for your business, that you can help improve yourself and your processes and it also allows you to realize, hey, is this the person I even want to give the opportunity to go leave a review? Is their experience one that I would want to highlight? If not, obviously, take the proper course of action. If it is, then once you get that feedback, I would simply send them a sort of no pressure follow up email that says hey, explain again, would you mind sharing your experience with others online? We get a lot of our business from sites like Yelp or Google or Facebook and we’d love you to help educate the community in terms of what your experience was and how and why you bought from us so that they can be better educated when they’re making their decision. We’d love you to help out the community like that.
Then, of course, make it easy for them. Include the links to all of your profiles inside that email, with the idea that, that way there’s no pressure, they can do it if they so choose, and they don’t feel like they’re standing there in an awkward conversation with you, waiting to just sort of give in to you and say, yes I’ll do that. Instead, making it again, super easy for them to execute on that desire, if they so wish to leave you that type of feedback. Again, make sure you’re asking for that feedback and if that feedback is positive, simply and gently asking them to share their experience online so that others may benefit from their knowledge, is a great way to position them leaving you a review.