I am a big believer in creating a brand community. While your business might not be big enough yet to really call it ‘brand loyalty’ or ‘brand management’ regardless of your size it is important for you to maintain a loyal community following. If you are a bricks and mortar business, it is even more important that you do so locally and recruit the love of those in your direct vicinity.
There are so many places that you can suggest to your clients that they leave you a review. And contrary to popular belief, I don’t support the school that says these reviews should only be 5 star. When I see a business that only has 5 star reviews my dodgy business radar immediately starts to flicker. Not always, but a large percentage of the time it is likely that these businesses are either paying for these reviews, ensuring family and friends are constantly reviewing their business or they are just providing a very generic service or product. But, you don’t want to be generic.
Businesses that have a selection of 2,3,4 & 5 star reviews tell the story of the businesses growth, development and continual improvement to make changes based on customer feedback. You want honest reviews (really you do!). Because if no one gives you honest feedback how are you supposed to improve your products and services?
My biggest tip is to always respond to a review – regardless of whether it is good or bad. And especially if it is bad. Why? Because it shows your community that you care and you have processes in place to rectify issues and that no business if perfect, even you.
Reviews are our thing – we love them in every shape and form. Contact us if you need help with effective review management for your small business + so much more.