Reviews are one of the most powerful marketing tools that we can use to promote your products and services. Great reviews, when used properly, can help to build trust and convert more prospects into valued clients. This is the four-step system to great reviews.
Step 1 – Think like a client.
You need to work out what elements of your product or service you would think about when reviewing your business. For example:
- Did the product arrive in good condition?
- Was the product as described?
- Did the product arrive on time?
- Do you feel valued, pleased you bought from them?
Step 2 – Find out areas for improvement and make those changes.
Once you have a list of the key points, work out how you would rate your offering and what you can do to improve your score for each element that you might be reviewed on. For example:
1. Did the product arrive in good condition?
You can make sure the answer to that question is a “YES,” by only using brand new packaging. You can use plenty of internal packaging and ensure each item in a box is carefully and individually wrapped. This will help to ensure that, when your parcels are opened, each client is impressed with how your goods were packed and that they arrived in perfect condition.
2. Was the product as described?
Ensure that you have provided very clear and complete information about the product being supplied. Include several clear images and always be truthful. Provide a video if appropriate. Always set realistic expectations for your products so that your client’s expectations will be met.
3. Did the product arrive on time?
Are you setting accurate expectations for when products will be dispatched and how long they will take to be delivered? This is a great opportunity to set an expectation that you can meet or exceed.
Are you confirming with clients that their order will be dispatched on “x” date? Once an order is dispatched, are you confirming it to the client, with information on the courier service used, its tracking number, where they can go to track their shipment, and when the estimated delivery date is? This is especially important for high-value shipments or those going abroad. If you keep your client fully informed of the status of their parcel to the USA, they will not be anxious and know when to expect their delivery, making them more likely to leave a great review and become a repeat client.
4. Do you feel valued and appreciated?
It is easier to sell to an existing client again, rather than a new one. So having clients love your products and services is important. You can show your appreciation in several ways: a handwritten note saying thank-you for your order and we appreciate your business, including money off voucher codes, and offering enrollment in a loyalty scheme are just some suggestions.
Once you have made the necessary changes to your business, let’s move on to Step 3.
Step 3 – Ask for Reviews
I know that it might sound like a cliché, but if you do not ask for reviews, you will not get them. So you need to develop a strategy to ask and receive reviews. Here are some proven techniques:
1. Automated emails.
Once a sale has been made, you can usually set a length of time to pass and then automate an email to be sent requesting a review of a client’s purchase. This should be timed to be as close to the post-delivery date as possible.
2. A reviews page on your website.
Here, you can display your reviews, and have a button that allows clients to leave reviews on your website. Better yet, have the button take them to an independent review site like Trustpilot, where they can leave a review. Reviews left on independent websites add a layer of credibility to the reviews that are displayed on your site.
If you have a business Facebook page, you can display some of your positive reviews here, and also include a link to where clients can leave reviews for you. If a client has left a positive review, let them know when you post it on your Facebook page and ask them to share it. A positive review from a person you know and trust is a great recommendation that has a level of authority.
4. By card
If you are supplying a service, you can leave a review request postcode with a prepaid stamp on. Give the review card at the start of the job and ask the client to send it in once the work is completed. Alternatively, the card can have a URL to your review page, and you can ask your client to take a moment to go online and leave a review.
Step 4 – Great reviews only help if they are seen.
Once you have your positive reviews, ensure that you put them to work.
They should be displayed on the major pages of your website, or in your marketing material next to your products and services. They should help to answer the question, “What did other clients think of this product or service?”
Promoting your positive reviews will help to build your reputation, trust, and increase your conversion rates.
I hope that you find this guide useful and that your positive reviews help to improve your reputation and sales.