We have heard the timeless saying, “ A compliment goes a long way”. So does a positive online review. Every week when we come back to the office, we ask each other what we did over the weekend. We either rave about the cool new restaurant we had brunch at or we tell the sad tale of the horrible experience we had while shopping. Word of mouth has always played a huge factor in helping others decide to try something new or to stay away. With the technological capabilities of mobile devices, checking out an online review is now at our fingertips.
Positive comments on social media sites and online reviews can produce an average increase of sales. Customers are also more likely to spend more because of the positive reviews. It’s become second nature to check Yelp, FB, or website reviews on places that we are going to be visiting. We want to be enlightened by those who have had a 5 star experience. We also want to know why some places are receiving less than spectacular ratings. This translates to an increase or decrease of traffic to your business. It also means the consumer will be deciding to purchase a service or product from you. In a local consumer review conducted by BrightLocal in 2016, 54% of people will visit the website after reading positive reviews.
According to a 2016 survey by BrightLocal, 84% of consumers trust online reviews as much as a personal recommendation. This is a huge number! A positive review on your site will have a positive effect on your business growth. This review will increase your organic search rankings – you will have more relevance. Relevance on the online community is important especially if you are a small business that is looking to grow its business and gain more clientele.
Your service and quality are what shine through in your reviews and your 5 star rankings. This will also encourage others to leave their feedback. Don’t be shy about asking for a positive review either. A simple, “ If you like our service, tell a friend and feel free to leave us a review on our FB page or Google, we would appreciate that greatly”, will suffice. You can even post a sign near the door as a reminder. We want the consumer to share their experience and let others know by sharing it on your social media sites.
As much as we try to provide top quality service, there are always some customers that are dissatisfied. What are some of the best ways to combat those negative reviews? The best way to work through a negative comment is so find out why they are leaving that comment. Respond to the comment and take the conversation off line. Responding publicly will show others you do care about your business. Reach out them privately, this will show that you care about them and want them to come back for a positive experience. People are faster to react to a negative experience. It is good practice to have a strategy for reputation management. Sometimes, this may not be the answer and we may just have to let it fade out on its own.
Just like the fictional character, Willy Banks from the movie “Oceans 13”, whose casinos only received the diamond rating, we strive for perfection at each of our Salons by JC franchise locations. It all begins the moment you walk in the door and are greeted by our Concierge to the moment you receive your service from your salon suite owner. The gratitude of our salon suite owners and each client that enters a Salons by JC is valuable and worth our diamond rating.