Click here to learn more about the accompanying article to this toolkit which includes our recommendations for improving your online reviews.
1: MAKE IT EASY: Start with making sure that you have easily accessible pages on Google My Business and Facebook Business since those two are the most broadly applicable across many types of goods and services. Start with those two for now and later, you’ll focus your energies on the platforms that are most relevant to you and your customers.
2: ESTABLISH A PROCESS: Your goal is to make asking for a review a part of the routine that is as consistent as collecting customer payment. Here are some valuable tools that you can customize for your own team:
- Scripting posters [click to download a template we made using Canva.com]: train your team to avoid manipulating the review (they shouldn’t ask specifically for a POSITIVE review, nor should they ask for the customer to mention them by name).
- Create a link to your Google Review:
- From your computer, sign in to Google My Business.
- If you have multiple locations, open the location you’d like to manage.
- In the menu on the left, click Home.
- In the “Get more reviews” card, you can copy your short URL to share with customers.
- Create personalized QR Codes and shortlinks for employees: we generated unique QR codes and links for each employee using https://polrproject.org so that we could track how many times they were used by employee. If you’re less tech-savvy, then there are other options like Breis that work for generating the QR Code and shortlink, although they don’t offer tracking. Once each employee had their own QR code and shortlink, they were printed onto laminated cards [click to download a template we made using Canva.com] that were kept beside of each cash register. Additionally, they were printed on the back of the sales employee business cards. You can also print out customized marketing tools from Google via their Google My Business Marketing Kit.
3: ENGAGE WITH THE REVIEWS: Customers care about being responded to and heard. Thankfully, there are software programs that help make responses and other reputation management tasks easier to manage. We’ve had experience with several, our favorites being Podium, Weave, and Birdeye. While all of them are effective, our hands-down favorite is Birdeye (here’s our affiliate link: http://brdeye.co/mQf3j02, the ONLY product for which we share an affiliate link on our blog). We like its seamless integration with YEXT, a program that we’ve seen consistently perform well for local SEO, simple reporting dashboard, and the highly-customizable nature of its automations and the fact that it costs considerably less than our second choice, Podium.
Finally, focus your customer experience and create relationships that make your clients and customers feel motivated to help spread the word about your brand and tell your story in the marketplace. Need help with developing and implementing a marketing strategy that grows your business and makes your life easier?