Where are your Raving Fans?
In a previous article, I asked whether your unhappy customers are online…yet? Every business has some unhappy customers (reasonably or unreasonably) and it is just a matter of time before they make their displeasure known online. It is not a good thing when potential new customers find these negative reviews.
The question is what can you do to provide a massive overwhelming positive counterpoint to any negative reviews online. The answer is to get your fans to go online and rave about your business. After all, you have customers who are happy and excited to do business with you – don’t let them be a silent majority!
The best way to get reviews from your happy customers is to ask. And I find the best time to ask is when a customer is already saying something positive or complimentary.
Fan: “You guys really did a nice job today. I wish I had found you earlier”
Business: “That is very kind of you. We are really glad we could help. By the way, we are working hard to grow our business and positive word of mouth really helps. If you could jot down your experiences with us online, that would mean a great deal. ”
The exchange above is a start, but that alone is not going to get it done. MAKE IT EASY for your customers to post that review. For instance, provide some very easy instructions they can follow.
One final word, I discourage offering discounts or promotions in exchange for having customers post reviews online. It doesn’t feel right and it risks tainting the whole process. The best thing you can offer your fans is an opportunity to help out and be a part of the growth of your business. For a service they are excited about and for a company they believe in, what customer wouldn’t appreciate the opportunity to do this?
Further Reading
Make it Easy for Your Fans
Customer Lobby Makes It Easy for Your Fans
Are Your Unhappy Customers Online…Yet?
