Reviews are possibly the most important tool that you have for your business.
Customers habits have changed and reviews have become extremely influential with regard to the decisions customers make.
It's true that nowadays we make decisions based on what we have read about the business we want to invest in, whether it's a holiday, a restaurant or the Hair and Beauty industry.
Customers have more freedom than ever to make up their own mind. Most of the time people want to see the bad reviews and judge the business as a whole. How did the business respond to the bad review? Was the complaint a reasonable one?
So managing your reviews should become one of your daily priorities.
I invite you to print this Mantra for reviews:
POSITIVE REVIEWS = GREAT FOR DRIVING REVENUE
NEGATIVE REVIEWS = GENERATE BEST PRACTICE
MY PRIORITY IS TO ENCOURAGE MY CUSTOMER TO LEAVE A REVIEW, WHETHER IT IS FROM MY BOOKING SYSTEM, SOCIAL MEDIA OR A GUEST BOOK
IF YOU CAN TURN AROUND A CUSTOMER THAT HAS A NEGATIVE EXPERIENCE THEY WILL BECOME A BRAND ADVOCATE
COMMUNICATE AT EVERY OPPORTUNITY (SOCIAL MEDIA, EMAILS, MENUS ETC) YOUR OPINION MATTERS
GET YOUR TEAM ON IT = THEY ARE GREAT AT ENCOURAGING THE CUSTOMER TO LEAVE A REVIEW
GOOD OLD FASHION PHONE CALL = CALL THE BEST TO THANK THEM AND THE WORST TO MANAGE THEM
WHEN ON HOLIDAY = GET SOMEONE RESPONSIBLE TO DEAL WITH REVIEWS, INACTIVITY IS NOT ACCEPTABLE
MANAGE YOUR REVIEWS = 24 HOURS REPLY IS THE NORM