Online reviews play a critical role in shaping the public’s opinion about your franchise location. Without them, many people don’t have the information needed to make an informed decision to visit your business or buy the products and services that you offer.
Unfavorable online reviews alert customers to potential problems you have with your franchise and steer many away from you and straight into the arms of the competitor who welcome them. According to BrightLocal, 88% of customers have read online reviews to help determine the quality of a business or franchise; 72% report that positive reviews increase their trust in a business, and 88% trust them as much as a personal recommendation!Per @bright_local, 88% of people read #onlinereviews - does your franchise get recommended?… Click To Tweet
If you haven’t yet thought about how important online reviews are for your business, you’re in luck. Here you will find solid advice on how to deal with unfavorable reviews and how to capitalize on positive feedback and testimonials.
For the Good of Your Franchise, Pay Attention to Written Online Reviews
Reply Honestly and Frequently to Negative Feedback
No amount of asking for online reviews will help if you already have negative ones floating around the internet. Take the time to regularly review what is being said about your franchise location. Publicly reply to all complaints and questions with a detailed course of action. Offer your apologies or sincere thanks for the feedback and let the public know you are working to resolve the issue.
Customers know that online reviews are subjective. They’re able to see that you’ve responded and that you’ve taken time to address matters as they happen. This is one of the easiest ways to build a solid reputation in your community. Customers appreciate the type of honesty it takes to admit to a mistake and will be more apt to visit your franchise or use it products and services if they see that you’re sincere in replying to online reviews.
Acknowledge Positive Feedback, Too
On a similar note, it’s important to acknowledge positive feedback, too, as it is all part of the customer experience. Thank people for taking the time to write online reviews and to provide you with insight to the things they experienced at your franchise location and with its staff. Your customers appreciate acknowledgement and that helps shape their overall perception of you and your franchise.
Keep Your Social Media Accounts Fresh with Content
Younger people tend to flock to social media to share their experiences. Keep your social media accounts fresh with new content and encourage your customers to comment and share posts. Make sure that you apply the same strategy with comments on Facebook, Twitter, Pinterest, and Instagram as you do online reviews sites like Yelp. Address questions and concerns in a timely manner by offering real solutions. If your customers see your franchise openly responding to feedback on Twitter and other social platforms, they’ll applaud your franchises’ customer service skills.
Driving Reviews & Managing Your Online Reputation
Want a little help wrangling positive reviews and handling negatives? Franchise Marketing Group can help you create a reputation management and review generation program that fits your franchise. Let’s minimize the damage from negative feedback and maximize impact of positive reviews.
To get started, call our team at (816) 875-9311 today!