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How to get local brick and mortar customers to post online reviews?

by Kurt
18 replies
What are some techniques to encourage customers to post reviews on sites like Yelp? Is there an app or something to make this easier for customers?


Getting good online reviews may be the most important factor to creating business for offline customers.
#brick #customers #local #mortar #online #post #reviews
  • Profile picture of the author chaotic squid
    Interesting that your main interest seems to be Yelp. It's actually against their terms of service to ask for reviews (https://biz.yelp.com/support/review_solicitation). Any reviews that you ask for on Yelp is risky for your business and can cause a high amount of your reviews to be filtered out.

    Yelp does offer a few ideas (putting a Yelp badge on your website and by putting a sign/sticker inside your business that says "Find us on Yelp." So those ideas may help.

    As for the other review sites (Google, Facebook, Yahoo) you could easily have a large sign at the exit thanking customers and ask for them to post a review online.

    Could also email customers afterwards with a brief survey. If they score low, you follow-up with them personally and if they score high they get directed to landing page with link to review you online. However, you'd need a way to collect customers emails in order to do this.

    As for your idea about an app. That's kinda iffy because then you'd have to ask people to download yet another app to post a review, just adds more friction IMO.
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    • Profile picture of the author Kurt
      Originally Posted by chaotic squid View Post

      Interesting that your main interest seems to be Yelp. It's actually against their terms of service to ask for reviews (https://biz.yelp.com/support/review_solicitation). Any reviews that you ask for on Yelp is risky for your business and can cause a high amount of your reviews to be filtered out.

      Yelp does offer a few ideas (putting a Yelp badge on your website and by putting a sign/sticker inside your business that says "Find us on Yelp." So those ideas may help.

      As for the other review sites (Google, Facebook, Yahoo) you could easily have a large sign at the exit thanking customers and ask for them to post a review online.

      Could also email customers afterwards with a brief survey. If they score low, you follow-up with them personally and if they score high they get directed to landing page with link to review you online. However, you'd need a way to collect customers emails in order to do this.

      As for your idea about an app. That's kinda iffy because then you'd have to ask people to download yet another app to post a review, just adds more friction IMO.
      Note that I said "like" Yelp...I was using Yelp as an example. My "main" interest is about all review sites, including Google reviews, etc. And no, Google reviews is an example and isn't my main interest either.


      I came across an interesting article a while back...I think Yelp tried to sue a business for asking for reviews. I believe the guy won. His case was that he didn't sign up for Yelp and never had an account with them, so he wasn't bound by Yelp's TOS.


      Your sign idea is a good one, as is reminding people to "check in" using FB. But it wouldn't be good for people that do in-home services such as plumbers.


      BTY, there are online "positive" review services that help automate the process. I meant to ask what people here do.
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      • Profile picture of the author Sparkster
        Originally Posted by Kurt View Post

        .. But it wouldn't be good for people that do in-home services such as plumbers.
        That's my arena, and I find getting reviews to be VERY hard. Here's the thing, those same customers who won't leave me a review have no problem calling me back to do more work or recommending me to a friend, which means they are happy with my work- but they just don't feel like leaving a review.

        I've even asked people to leave reviews, and they said that they would, but they never got around to it.

        A couple weeks ago I finished up a job for a customer and when collecting the check he said that he wanted to give me a tip and asked if he should just include it in the check. This was a job that I finished quicker than expected so I told him "Please, no tip is necessary, just the fact that you offered is more than enough, I appreciate it greatly.". He then said it again so I told him that in lieu of a tip it would be great if he left a review, he said "Ok, I'll do that!". I could see on my iPad that he had a gmail e-mail address so I mentioned that he could Google the company name and there should be a link to write a review.

        A couple weeks later and still no review, but I did get an e-mail from him asking if I could come back to give an estimate on more work...

        I don't know what it is with reviews, but unless you find someone that writes reviews as a hobby, it's very hard to get one.

        On another note, I really hate the fact that Google won't let you leave a review from a mobile device, since they clearly know that a huge portion of the population uses phones and tablets the majority of the time. I also hate that they don't have a way to link a customer directly to a page to write reviews. They make it hard for no reason.
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        • Profile picture of the author bizgrower
          Originally Posted by Sparkster View Post

          That's my arena, and I find getting reviews to be VERY hard. Here's the thing, those same customers who won't leave me a review have no problem calling me back to do more work or recommending me to a friend, which means they are happy with my work- but they just don't feel like leaving a review.

          I've even asked people to leave reviews, and they said that they would, but they never got around to it.

          A couple weeks ago I finished up a job for a customer and when collecting the check he said that he wanted to give me a tip and asked if he should just include it in the check. This was a job that I finished quicker than expected so I told him "Please, no tip is necessary, just the fact that you offered is more than enough, I appreciate it greatly.". He then said it again so I told him that in lieu of a tip it would be great if he left a review, he said "Ok, I'll do that!". I could see on my iPad that he had a gmail e-mail address so I mentioned that he could Google the company name and there should be a link to write a review.

          A couple weeks later and still no review, but I did get an e-mail from him asking if I could come back to give an estimate on more work...

          I don't know what it is with reviews, but unless you find someone that writes reviews as a hobby, it's very hard to get one.

          On another note, I really hate the fact that Google won't let you leave a review from a mobile device, since they clearly know that a huge portion of the population uses phones and tablets the majority of the time. I also hate that they don't have a way to link a customer directly to a page to write reviews. They make it hard for no reason.
          You can set something up so they can leave reviews directly on your website.

          Dan
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  • Profile picture of the author MaxwellB
    Everyone needs to incentivize reviews. It doesn't mean the reviews are not genuine it just means your offering them something to spend the time to do it.

    If you have a loyalty program or text message/email campaign you should just ask them. Offer them 20% off their next visit to put a review on yelp and google.

    Or have a contest, "Mr. Customer I didn't know if you'd be interested but we are doing a contest to win an IPad mini this month to enter just post an honest review of our service on yelp and google."
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    • Profile picture of the author Kurt
      Thanks Ozi...You (and others) may want to check this out, it may give you a few ideas or you may want to use it. This service is an example "review management" services online. This one is $29.95 a month and there's other similar services online.

      https://www.getfivestars.com/how-it-works/

      I forget the exact numbers, but a high percentage of people check out online reviews before making a decision. Closing sales is one thing, but if they never contact you in the first place because of a bad review or two, all the salesmanship in the world won't do a bit of good.
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      • Profile picture of the author tryinhere
        Originally Posted by Kurt View Post

        I forget the exact numbers, but a high percentage of people check out online reviews before making a decision. Closing sales is one thing, but if they never contact you in the first place because of a bad review or two, all the salesmanship in the world won't do a bit of good.
        I will mix that up a little for you, the salesmanship, backing, service etc. comes well before any review, so the order needs to be reversed, focus on being good in your advice, sales and after care, from there you can generate positive reviews, which in turn create even more flow, but it does start with salesmanship and closing the sale, as this is paramount and comes well before review and future contact, you simply can not have a review without it.
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        • Profile picture of the author Kurt
          Originally Posted by tryinhere View Post

          I will mix that up a little for you, the salesmanship, backing, service etc. comes well before any review, so the order needs to be reversed, focus on being good in your advice, sales and after care, from there you can generate positive reviews, which in turn create even more flow, but it does start with salesmanship and closing the sale, as this is paramount and comes well before review and future contact, you simply can not have a review without it.
          I'll fix this for you. The first thing is traffic: web traffic, walk ins, eyeballs on an ad, phone calls. Salesmanship is useless without someone to sell to.

          An old carnival barker (It may have been Ed McMahon) said it best, "The first thing you do in sales is to gather a crowd".

          While it's true the marketing process does have to happen before any reviews, to get the next customers, having good reviews will be a big benefit to getting more people to market to. However, salesmanship isn't always needed. Sometimes people simply want an offer and don't need to be convinced. Often, it can simply be because an offer is most obvious and/or most convenient.

          And to repeat an earlier point, if you aren't contacted in the first place, all the salesmanship, service, et all won't matter a bit.
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          • Profile picture of the author tryinhere
            Originally Posted by Kurt View Post

            I'll fix this for you. The first thing is traffic: web traffic, walk ins, eyeballs on an ad, phone calls. Salesmanship is useless without someone to sell to.

            An old carnival barker (It may have been Ed McMahon) said it best, "The first thing you do in sales is to gather a crowd".
            your topic is about reviews ? and my answer was based on getting them, nothing to do with the crowd / another topic ? yes. Sorry for my confusion, I have ol timers disease.
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  • Profile picture of the author TrumpiaTim
    agreed SMS text messaging is a great way to follow up with customers and in that follow up you can include a link to your Yelp page
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  • Profile picture of the author Oziboomer
    Originally Posted by Kurt View Post

    What are some techniques to encourage customers to post reviews on sites like Yelp? Is there an app or something to make this easier for customers?


    Getting good online reviews may be the most important factor to creating business for offline customers.
    Hi Kurt,

    Don't know whether this will help or not but the discussion about getting people to leave external reviews has given me an idea to add another layer to something we are doing with our Opencart based e-commerce stores.

    Currently we use a module called Order reviews from Isenselabs.
    Extensions - OrderReviews - Email Clients to Rate and Review Products

    Regardless of whether you use Opencart or not it would be worth looking at the support documentation to get an overview of their processes.

    We send out a few automated followups that start with another module they wrote which is "order follow-up"

    The first email is a notification asking to confirm their products have arrived and if not to let us know.

    In that email we also let them know our customer service representative will be contacting them in a few days to ask how they found our service.

    This is when the "order reviews" module goes to work with sending a review email with a simple star rating system where the receiver can just leave a review immediately from within the email and there is a section where they can add a comment.

    The wording is "Recently you bought PRODUCT from OUR STORE please rate the product and service below"

    Most will select a positive star rating and leave an additional comment in the comment field.

    These reviews don't get published onto any external review sites but do get added to our site product reviews.

    If a client gives a 4 or 5 star review they are automatically sent a unique coupon code generated by the module with a set expiry date to encourage further purchases.

    The idea this thread gave me was to add an additional request to the coupon email that adds an additional request to post an external review and a link to do so.

    The other thing we were doing when iPads first came out and were creating interest was we had an iPad on our shop counter and when a happy client viewed their finished product and was in the happy place thanking the sales assistant, they would hand over the iPad with a laminated card showing how to leave a review on Google.

    Sometimes it took a little bit of time to allow them to get a feel for the iPad but it did work.

    Those reviews are still there today.

    best regards,

    Ozi
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  • Profile picture of the author bizgrower
    For the hotel, I download Review It flyers from TripAdvisor and leave them in the lobby.
    We also verbally request guests to review us when it comes up as a natural conversation.
    (meaning nothing scripted or built in to our check in and check out procedures)

    Our new website will have links or widgets to facilitate reviews.

    The Online Travel Agencies (OTAs) like Hotels.com have their own email follow up
    systems to get their customers to post reviews on their sites. It would be darn near impossible
    to have a phony review about my hotel on Hotels.com or any of them.

    Guests tell me the reviews made the difference, especially that I respond to almost all reviews,
    good or bad.


    Dan
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    • Profile picture of the author Sparkster
      Originally Posted by bizgrower View Post

      Guests tell me the reviews made the difference, especially that I respond to almost all reviews,
      good or bad.


      Dan
      That helps? What do you respond with, just something like "Thanks for taking the time to leave the review"?
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      • Profile picture of the author bizgrower
        Originally Posted by Sparkster View Post

        That helps? What do you respond with, just something like "Thanks for taking the time to leave the review"?
        I tend say something like that when their review is positive and very short, like "Great hotel, will return."

        If there is more meat in a review, good or bad, I address the points made in the review to answer the reviewer specifically and/or educate future visitors about our amenities, hours, policies, things to do and
        see in the area. (As they are brought up I the review.)

        When I explain policies. I'm trying to educate future and return customers that we are a place for considerate singles, couples and families. And that we are not a party place. For example, I often explain that we enforce the quiet time 24/7, so the partiers are discouraged from booking and the desirable customers know that we will take care of business.

        By responding to most reviews, it sends a message that we care. That's the feedback I get from
        customers who say that my responding made a difference in their hotel choice.

        I'm certain that applies to all businesses.
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  • Profile picture of the author onehalf
    If you operate a brick-and-mortar store, ask customers to leave you a review immediately after their purchase. You can even hand them instructions on where and how to leave the review. You can set up an in-store review station with a computer or tablet, where customers can visit your profiles, sign-in, and leave feedback about their experience. Next time a customer gives you a compliment in an email, over the phone, or in-person, request that they leave you that same feedback in an online review on your facebook or Google+ profile.
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  • Profile picture of the author Analytical
    Its all about timing and incentive. After they've bought and they are still excited is the best time, but with some things you might need to throw in a gift card or discount. Also, make it as easy as possible. Give them a card or email with instructions.
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  • Profile picture of the author Claude Whitacre
    I've asked customers to leave a review, while they were in my store. They use their phone. I don't want them to use my computer or tablet, because the IP number will be the same.
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    • Profile picture of the author optimumex
      Originally Posted by Claude Whitacre View Post

      I've asked customers to leave a review, while they were in my store. They use their phone. I don't want them to use my computer or tablet, because the IP number will be the same.
      Good point. Hadn't thought of that. One thing I did think about was that some people (myself included) may not want to enter their login info into a public device. So their own phone would be ideal.
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