It’s already challenging to manage reviews for a normal service business. So, what happens when you have a location-based service business? These three tips will help you triumph.
Hiring local companies is not always easy and if you have had to brave the process, you know it. It gets even more complicated when you have to choose one company over another. When such situations arise, what’s the number one item that makes the choosing process easier? Reviews.
With lots of businesses offering the same services as your business, therefore, you will want to give potential customers a special reason to choose yours. And what better way is there to do that other than using customer reviews to your advantage?
Besides, potential customers have a higher likelihood of trusting other customers as opposed to business owners. What this means for you as a business owner is that you have to do things right when it comes to managing your business’s reviews.
But there is a challenge. Given that it’s demanding to manage reviews for a business with a single location, you can only expect that it will be harder for a business with multiple locations or branches. Besides, it’s highly likely that you will have reviews on different platforms such as Yelp, Google, your personal website, and other platforms.
While there exists a challenge, the reality is that you have to put in the right amount of effort to rise above the challenge, as a result of the benefit that comes with lots of positive reviews.
The first major benefit of reviews is that they are crucial to local search. While traditional SEO tactics do a great job in helping you secure one of the top positions in search engine result pages, you have to make the most of online reviews to seal the deal.
As a leading partner for growing businesses in the pest control and lawn care industry, HomeService.co has digital marketing experts who know what it takes to get at the top of SERPs. These experts recommend paying genuine attention to user reviews if you want your company to make it to the top of SERPs.
Even though reviews can be quite difficult to source and manage when you have multiple locations, they play a major role in the growth and success of your business. If, for example, your business has a Raleigh, NC location with several positive reviews and a Charlotte, NC location with 0 reviews, you still want potential customers in Charlotte to be able to see the positive reviews of your company.
But how do you do that? Well, here are 3 effective tips for getting and managing reviews if you have a business with multiple locations:
1. Be interactive and personal when responding to reviews
Listen to your customers will benefit your company in various ways, but if you want to get the full package, make sure to interact with them. That’s in consideration that your business might earn 4% more revenue just by responding to a single customer review.
You essentially want your customers to understand that you not only relate to but also care about the opinions that they may have. By doing that, it becomes possible to nurture customers’ loyalty towards your brand. Two-way conversations make your customers feel important and give them assurance that you are ready to listen to what they have to say.
It could be a positive or negative review, but that does not matter. What matters is how you respond to the review. It’s actually possible to turn negative reviews into positive points for your business depending on your responses. By responding to all reviews, potential customers will have a picture of a company that is active and willing to work together with clients to find solutions or improve service delivery.
One thing that you might worry about, however, is how you will manage the myriad of reviews that will be flowing through different platforms. And since you can’t just respond to each response manually, it can be critical to use some form of automation in your responses. By automation, we are not talking about computer-generated responses or employing a single standardized template for all your responses.
Automation, here, simply means applying flexible scripts that you can customize depending on your customers’ opinions and needs without losing the brand message and voice. It’s also a good idea to ensure that you have an employee whose main task is responding to reviews, so as to give them a personal touch. By delivering quick responses while empathizing with customers and offering the best possible solutions, your customers should have a positive experience, which can take away the effect of negative reviews.
2. Make good use of themes and customer ideas
As you probably already know, customers can be the perfect source of intelligence when it comes to information about your products and services. Besides, they are the end-users of your services of products, and as such, they know exactly what it feels like to use what you offer.
With such information in mind, you can take advantage of customer reviews to avoid the hassle of market research. Customers are the key that you are missing when it comes to opening the door of understanding what you ought to improve as far as customer experience is concerned.
When included in the operations of your business, customers make it easier to identify any weaknesses and threats in your business model. That’s taking into account that there are some crucial details that customers can identify in the inner workings of your business yet you are not able to see them. As such, you can always utilize customer reviews to highlight the key problems that you should address.
As if that is not enough, customer reviews make it easier to identify the cause of issues in your business model. If, for instance, you have a pest control services company and a customer leaves a review appreciating how detailed the technician was in explaining what they were doing, you can choose to make such explanations part of the standard procedure.
One thing that you ought to keep in mind as far as customer reviews are concerned is that it pays handsomely to study both positive and negative reviews with the aim of finding common points.
With negative reviews, you will be interested in making lemonade out of lemons, such as fixing issues with technology, creating more consumer-friendly products, and such. Positive reviews, on the other hand, have themes that you can make use of to make your products or service delivery even more appealing.
Making sure that you are always actively listening to what your customers have to say is crucial to fixing pesky issues while improving where possible.
3. Employ a CRM system in capturing every review
Allowing your customers to pick the platforms that they desire to leave their reviews is always convenient for them but not always for you. Taking into account that review management is usually time-consuming even for small businesses with one service location, you can only imagine what it takes to manage reviews for a business that serves multiple locations.
With a business whose services cover different locations, it becomes vital to use the right methods to capture and manage reviews. Besides, 53% of customers expect a business to give feedback to online reviews within seven days. This means having to do whatever you can to streamline your feedback handling process.
In the case where you have different business listings for each brand on different platforms such as Yelp, Google My Business, business websites, and others, it would be a good idea to use a tool that can manage the different review channels. We have a suite of online tools that different types of businesses can use to create offline revenue.
At HomeService.co, we take pride in powering the simplest to most complicated steps of the consumer journey, whether it involves collecting reviews and feedback, collaborating with your team or interacting with leads, prospects, and customers. If, for instance, you have a lawn care company that has different offices in a couple of cities, you can use the suite that we offer to consolidate everything.
To wind up,
Reviews are a crucial element when it comes to making your multiple-location pest control or lawn care service business rise above the competition, simply because you use your customers to market your business. With an increasing number of new customers turning to reviews as a tried and tested way to choose the right company, you should make sure that your business’s review management is superb.
Luckily for you, we are experts when it comes to reviews generation and management, and as such, we can help your business soar above the competition. You can have a look at our Guide to Online Review eBook and reach out to us with any questions.