Positive word of mouth is the best form of marketing for most businesses. Good reviews are a way that people can relate to your business without having a friend or contact having used your product or service before. In our previous blog, Help with Yelp - Making the Best of Your Reviews. we talked about a business’s relationship with Yelp, or other review sites and how to manage expectations with potential customers.
Read this post, where we discuss how to address the reviews - both positive and negative with your internal staff.
Reward Positive Reviews
When four or five star reviews come in, it’s natural to be proud of your company and the employee that got the review. There are so many creative ways you can reward the whole team or the individual when these reviews come in. Here are some ideas:
Create an office bulletin board with each five-star review pinned up. When a certain number of five-star reviews are accrued, buy donuts and coffee for the whole office.
Another option would be to reward just the individual who got the positive review with a bonus, a gift card, or even a lottery ticket! If you have customer records, you can see which technician or team was on the call for that particular customer. (If you don’t have any customer relation management software to track this data, be sure to check out Field Nimble!)
Consider a yearly competition for the technician who can gets the most five-star reviews. At the end of the year an additional bonus or reward can be given to the top performer.
Address Negative Reviews
A fact of business is that not every review can be positive. There will inevitably be miscommunications, disgruntled customers, and uncomfortable experiences. When these happen, how do you address the issues with the team?
First - You need to hear both sides of the story. Talk to the employees who interacted with the customer and hear their perspective on what happened. Take critisim as an opportunity to learn and improve your customer relations so the same issues don’t arise again in the future.
Make corrective actions, use your CRM to tag or make notiations if a particular technician and customer didn't get along so they don't get assigned to future work orders. Finally, be sure to explain and apologize on the review site. Taking ownership and admitting an error often smooths over any bad feelings.
What About Mediocre Reviews?
People tend to log on to leave reviews when they’re really happy or really mad, so while you won’t see too many three-star reviews, they do get posted. When you get a three-star review, you could always reach out to the customer to ask if there was something that could have been better, but internally we wouldn’t recommend taking too much action.
What Counts as a Review?
The last question to ask when setting up your rewards system would be to ask which review sites you want to count toward incentives.
Does a Twitter shoutout count as a positive review; after all that is publicity!
Would a Facebook review count as much as a Yelp review?
What if a technician gets a thank you card in the mail, but no online recognition?
Define all the parameters to be what is most important to YOU and your employees. Once your rewards program is in place, be sure to remind your team about it and any potential rewards. Keeping the program fresh in your teams minds will improve overall customer service and build team moral.