Connor W, Director of Growth at NiceJobApr 3, 2018 @ 4:00PM 4 minute read
When it comes to asking for reviews, timing is extremely important. When a customer doesn't leave a review, it doesn't necessarily mean they didn't love your product or service. They may be absolutely thrilled. It may be the best purchase they've made in months. But you just contacted them at the wrong time. Maybe they were busy, or just don't feel like typing a review at that moment. Happily, timing is a battle we can win, here’s how.
If your customer loves your product or service, they're most likely excited about it right after receiving it. Presenting a review invitation as soon as possible after the transaction is completed increases your response rates significantly.
Even in peak excitement, our customers have lives. They're doing things, and just may not be able to write a review right when we'd like them to. Instead of just being disappointed that our customers didn't respond to our review invite, we can do something about it. We can send review reminders over the following weeks and try to reach them when they are ready to leave a review. It's important to use software like NiceJob to automate this process, otherwise, we all know it just won't happen.
Sending review reminders at the right time can mean the difference between a new 5-star review and no review. Let's use what we know to help us discern how to effectively send review reminders.
Our customers are busy and have
Make sure you’re sending these reminders via email, and the initial invite via SMS text message. SMS is much more personal than email making it great for your initial invitation to leave you a review, but a bit overbearing for follow-ups. It’s also important that once someone has left you a review you’re no longer sending them follow-ups. This will at best annoy your customer, and at worse, cause them to change their positive review into a negative one.
So how do you send effective review reminders?
Remembering and managing everyone’s contact information, sending out invites to those contacts after you’ve done business with them, and knowing whom of those you invited to leave you a review actually did so you can stop following up with them is not only a mouthful, it’s an arduous and lengthy process if done manually.
Software like Housecall Pro can manage your contacts for you, and when integrated into a review marketing platform like NiceJob, you can have your customers be automatically enrolled in review campaigns where they
Using software system setups like the NiceJob integration with Housecall Pro saves you thousands of hours of managing reviews that you can instead be spending managing all the new customers these reviews will help you acquire.
In a word, no. It’s the great product or service you provide that should be the incentive. If you delivered, it isn’t a big deal to ask for a review. Most customers are happy to do it. The trouble is, many businesses don't ask. For those that do, most only ask once. It often takes more than one request. Incentivizing customers to leave you reviews can also actually hurt the trust people place in your existing ones because it can look like people were bribed into giving them. This is essentially the same thing as fake reviews, and having a reputation for being fake, is less trustworthy than having no reputation at all.
Instead of incentivizing reviews, simply make it as easy as possible for people to actually leave you reviews. Once again,
Timing is really important if we want to get as many reviews as possible from our customers.