In Radically Transparent, we talk about the importance of finding your “centers of influence.” This is particularly true when it comes to online review sites.
Those that are unhappy with your products or services will find their way to an influential review site, without much difficulty. Those that love your service, tend to just accept that you met their expectations and move on–they rarely take the time to leave a review.
So, if you’re facing a poor score on a review site, what should you do? Well, you should follow the lead of photography accessories company Steve Kaeser. I recently ordered some equipment from them and used Amazon.com, because I knew that if I had any problems, there would be a resolution system in place, that I trust.
Not only did the order arrive on time and meet my expectations, but as a reputation management consultant, I was impressed by the two notes that accompanied the order:
Neither was too pushy, but both touched on the essentials of building positive reviews:
1. Thank You – the blue card is a simple “Thank You” card. I don’t remember the last time a company took the time to include a specific note of thanks in with the order.
2. Feedback – the white label is very simple. If you love our products, please leave a review on Amazon. If you have any problems, “please contact us immediately so that we can make it right.”
Want to improve your online reviews? Try these two simple tactics.