Customer reviews
CUSTOMER REVIEWS ARE GREAT FOR 2 REASONS:
PROVIDING FEEDBACK AND INSIGHTS FOR YOUR OTHER CUSTOMERS - GREAT TRUST INDICATORS
GIVES YOU AS A BUSINESS OWNER, SOME INSIGHT INTO HOW YOUR CUSTOMER IS EXPERIENCING YOUR SERVICE / PRODUCT
So, firstly, let’s talk about the AMAZING reviews you receive. Use these bad boys to promote your business, get them posted on Socials, get them working for you. Utilise them as trust indicators for your new customers, they are great to build up trust if any of your customers are in the “consideration phase” of buying from you.
Let’s just mention the BAD reviews… they are heartbreaking, they can really knock your confidence and rattle your mindset. BUT… use them to gain some insight into what you could improve in your business. A bad review can often offer some insight into your service or product, what you can you do better? Someone mentioning a slow service, how can you speed it up, can you offer an express service?
Respond to every review - if it’s good, say thank you and offer up your gratitude for purchasing with you.
If it’s bad, try and reconcile the issue, sweeten the deal with a partial refund or free delivery on the next purchase. If it’s really bad - this happens to us all, honestly, sometimes the universe is trying to trip us up - then refund and move on. Draw a line and don’t be too arsey in your response, your customers read the replies too and you don’t want to be deemed as difficult to resolving issues.
Stay on top of those reviews - check in with them as regularly as you can, they are often great ways to build up a relationship with your customers.
Keep pedalling in those wonderful businesses, you’re doing a great job!
See ya next week,
Love Ya, Bye,
Stacey
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