Today nearly 95% of consumers read reviews before making a purchase. (source)
This means, having a lot of positive reviews and little negative reviews will result in more money for your business.
Today I will show you how to leverage a very custom process we built to capture more positive reviews while avoiding negative ones.
This strategy is built for businesses such as; cleaning services, dog walking services, moving companies, and other related services.
The strategy requires zero time on your end once it’s set up, and it generates more reviews than any other approach we’ve tested over the last five years, aside from one.
The method that we found works best is to offer a massive discount; however, due to specific site guidelines and policies, this method is not always allowed.
If a site allows the exchange of a discount for a review, leverage both of these strategies and if they don’t, then use this one.
This is how our process works:
1. Notification is sent to the client after the job is completed:
Whenever a job is completed, we launch an email to the customer, asking them to review the service.
If the user decides that they want to review the service, they are redirected to their account:
Sending them an email is a very basic step.
Most people ignore emails, and the results aren’t all that great when relying solely on an email to gain a review.
However, this is where all the magic happens.
Take example Uber; they have a brilliant strategy when it comes to getting reviews. People use their app often, and they know that, so they ask to review a previous experience the next time a user visits their app.
It’s brilliant because they already have the customer’s attention and it only takes a second to rate the experience.
This is no different in our case.
Inside the account, a user can do many different things, ensuring they return to the dashboard:
- They can make more bookings in the future.
- They can modify future bookings.
- They can send gift cards to friends and family.
- They can refer friends in exchange for credits.
The moment they decide to come back, they are asked to review a previous experience, ensuring you get more reviews.
It works well because again, you’re asking at the right time.
They are inside your app, giving you all their attention.
Later, based on the rating they give you, you can set up triggers that benefit your company in various ways.
When a customer gives a positive rating, this email is sent:
This helps convert one-time customers to become recurring customers if you offer recurring services (if not this can be customized and you can add in your offer).
When a customer gives a negative rating, this is sent:
This one helps you save negative reviews on public sites because customers rate here first before going on a public site.
They also seldom want to write two reviews.
From my experience, customers usually only leave negative reviews as a way to get the businesses’ attention.
It almost guarantees someone will reach out and correct the bad experience they had.
Which makes this a perfect time to ask them to review internally before they leave that negative review somewhere else.
Later, if you ever receive a poor review internally, you can reach out to the customer and correct whatever issue they faced.
Often fast enough before they write negative feedback anywhere else.
This becomes a game changer when avoiding negative reviews, and a fantastic tool when gaining positive internal and external reviews instead (more on that during step 5).
2. Notifications letting you know how someone is doing.
Whenever you receive a poor rating, you get notified right away by email, SMS, or even a system alert.
You can also activate a notification letting you know each time someone’s rating dropped below a specific rating:
This notification lets you know when someone’s rating falls below 3.5/5.
This is great because, if this happens you can determine what you want to do with that provider or team and it keeps your service top-notch!
For example, we suggest putting all poorly reviewed providers/teams towards the bottom of our scheduling priority.
Since our scheduling is based on priority, only the top providers get jobs first, which keeps your company the best in your area.
3. Reports allowing you to understand your company rating:
Here I am showing you a report I just ran on the performance of King of Maids.
In the last four months, we received 1,801 reviews, and little over 91% of clients are happy, which is fantastic!
The other 8-9% get contacted right away, and later we know which providers need to be contacted or deactivated from the platform.
Even though most people never rate the service, our rating system still generates 3x the amount of reviews, compared to all the other systems we’ve used before we built this one.
As mentioned above, it’s because we ask for a review when they visit the app on top of an email notification being sent to them.
Even if the email is ignored, they are still asked the moment they visit the app after the service has been completed.
4. Customers can pick based on ratings, increasing conversions:
As you can see, people get to know the provider or team ratings when they are booking (if you allow it).
This helps conversion rates significantly because as soon as the customer sees someone with an excellent rating, it makes them feel more secure.
You can also display how many jobs were completed by that provider or team from the settings if you’d like (currently not disabled when looking at the image).
We’ve also implemented rules that you can enable that prevent ratings from showing up if they are below a certain amount.
For example, if I enter ‘do not show anyone’s rating if they are below 3/5’ – the system won’t show the ratings next to the name.
We implemented this rule because sometimes a customer will be the issue, (we’ve all had those customers) and if it’s the provider’s first rating, they most likely will never be selected again by another customer.
5. Get more external reviews on sites such as Yelp, Facebook, and Google:
We already showed you how to get more positive internal reviews and save negative external reviews using our system. However, we did not yet discuss how to get more positive EXTERNAL reviews.
In case you forgot:
Positive and negative internal reviews are reviews left within the BookingKoala platform. It would be the same as leaving a review inside Uber’s platform.
Positive and negative external reviews are reviews left on sites such as Facebook, Yelp, and Google.
To gain more positive external reviews, we decided to add in a 2nd pop up that shows up after someone left a rating internally (the pop up can be seen in the above image).
This pop up will ask the user to copy the review they wrote internally (only if they wrote one) and paste it on your Yelp, Facebook, or any other social page that you focus on.
This is a perfect opportunity to ask because they just left a review and already started the process.
By making it extremely easy to copy and paste that review somewhere else, increases the chances of them leaving the review on your other pages.
It also saves negative reviews from being left on such external sites due to the specific options we’ve implemented described below.
Here are those options as well as what you can do with the pop up:
- You can show it when customers rate your service four stars or more, allowing you only to collect positive reviews on your external sites (you can enter your own restrictions).
- You can also have users share reviews on Twitter or Facebook, giving you more exposure.
- If you’d like you can even offer credits in exchange for them sharing your reviews, giving them a reason why they should share that review publicly.
- You can activate different links to be shown depending on what location the user is from (for businesses in multiple locations with multiple Yelp or other profiles).
- You could deactivate a specific link from showing per user if they rated your company on a particular profile, narrowing it down till they leave a review on all of your profiles (great for those who have recurring service).
This is an excellent strategy because it not only helps you gain more positive reviews, but it also enables you to gain more customers, and all automatically.
Set it up once, and watch your business grow!
To learn more about this process, you can watch this video:
There you have it guys.
I hope you enjoyed this post!
If you need help setting up your rating system, you can visit our help center.