The Definitive Guide to Reviews

5 Star Reviews

The Definitive Guide to Reviews

“If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”

Jeff Bezos

In this article, you will learn the importance of Reviews, Testimonials, and how to manage your business’s reputation by responding to positive and negative reviews.

The easiest customer to win over are from referrals

The best type of customers come from Word of Mouth.

 these referrals usually come from past customers or friends and family.

when a potential client reaches out to you from a referral, they come with a preconceived notion that you are great at what you do, provide reliability and assurance that they will receive the same quality work as the person who referred them.

It all starts with doing great work and have your customers brag about you instead of you bragging about yourself.

When someone is searching on Google or any other search engine, they type the keywords that describe the service they are looking for.

 When they find the business that meets their criteria, they search for reviews to find out if anyone has had any type of problems with that company in an attempt to avoid a bad service or getting ripped off.

When was the first time you decided you wanted to eat at a new restaurant? What was the first thing you did?  If you’re anything like me, the first thing you do is start looking for reviews. you open up Yelp or FourSquare and start to evaluate whether you want to eat there or not and all of this is based on the reviews and the pictures provided.

The AIDA business model teaches us about the buying process.

AIDA

A: Attention
I: Interest
D: Decision
A: Action

The people behind Wikipedia provided us with an excellent description of the AIDA business model.

“Attention – The consumer becomes aware of a category, product or brand (usually through advertising)

Interest – The consumer becomes interested by learning about brand benefits & how the brand fits with lifestyle

Desire – The consumer develops a favorable disposition towards the brand

Action – The consumer forms a purchase intention, shops around, engages in trial or makes a purchase”

Source: https://en.wikipedia.org/wiki/AIDA_(marketing)

Look at what I have to offer, Did I get your attention? Now you are aware.
Are you interested? I know you are.
Are you ready to make a decision? Is anything holding you back?
Action! Do you want to buy?

In the decision stage, the buyer evaluates the value vs the risk and very few things disrupt the buying process then a collection of negative reviews.

Reputation

Reputation is everything! Guard it with your life. 

I jump straight into the negative reviews. I want to see the one stars and two stars and find out why they decided to give that business that score.

After I analyze the negative reviews then I start reading the positive reviews and I also look at the ratio between good reviews and bad reviews.

 One complaint out of a hundred isn’t the same thing as one complaint out of five.

Reviews provide reassurance that you were capable of providing exceptional service.  Most people don’t purchase until they have researched the pros and cons of the product or service they are interested in.

Customer Acquisition

People ask themselves all the time, “How can I find better customers?” when they should be asking themselves, “How can better customers find me.”

The canvas business model teaches us the importance of delivering our value proposition to our target audience.

In the third section of the canvas diagram, we learned the importance of reaching our customers. 

 and in the fourth section, we define the type of relationship we want to have our customers.

 Repeat business creates sustainability for our business.

When customers search for the products and services that you provide, they need to find you. You need to ask yourself, “is the information available in the local search directories correct?” is there an address the shows the location of my business, are there reviews that vouch for the quality of my work?

You need to make sure that the information available to your customer is updated and correct across all platforms.

Reviews

How do I collect reviews?

Reviews are usually something that happens organically, however positive reviews can be encouraged after providing exceptional service. 

You should be creating a testimonial database. Whenever someone says something nice about your business, screenshot it and archive it in a folder.

You will use these screenshots to persuade potential customers to do business with you.

On WordPress, you can use tools to request and post testimonials right on your site with Thrive Ovation.

You can request reviews through email, social media, or you can use the best way, Human interaction. There is nothing like a person to person talk.

It is a great practice to solicit a review while the customer’s experience is fresh.

If it is a product that they purchased, give them some time to use the product and then follow up with a request to review the item they purchased.

Should I provide customers with an incentive for a positive review?

Providing incentives 4 reviews is a common practice at first glance it seems like a great idea and it does work but it also blemishes the integrity all of you reviews, it makes people question whether you paid for all the positive reviews that you have.

While the company’s intentions may be completely innocent the message conveyed is the opposite. 

I first came across this practice in restaurants offering a free dessert for a review and while in certain circumstances the business may get away with it the business must evaluate whether the risk of a blemish reputation is worth the paid review.

Should I start with fake reviews until I get business?

There is no quicker way to lose all credibility than to lie to prospective customers.  not only is it unethical but if discovered you will destroy the integrity of your business.

Should I host my own reviews on my website?

Reviews should not just be hosted in one location they should be available in all of the relevant platforms.

You should have reviews on your site and most importantly in the Google my business directory so that when your customers type the keywords to describe your products and services and your business shows up they can see that there are people you have done business with you and are happy with the results.

Tip: When accepting reviews on your site only allow customers that have purchased your products or services to submit a review.

How should I respond to Reviews?

How should I respond to Positive reviews?

You want to provide a personalized response. Analyze the reviewer’s message, address them by name and respond to them accordingly.

Thank them for their review and supplement their comments with any information that is relevant to the review and brings awareness to your products and services. Invite them back to your business!

Try to transmit your why.

When you are responding to a review, it is a public response. If the review provides the opportunity to bring awareness, take it.

If your business provides fitness solutions and the reviewer leaves a message like this or similar: “Thanks for the free class! You guys are great.”

Consider responding with: Thanks for coming [{Name}]! Our goal is to help people reach their fitness goals with our “Stay Fit Program“. Thank you for taking the time to write this review. Get ready for the next class! We have something exciting to share with you! Bring a friend!

Quick Recap:

  • Personalize response with the reviewer’s name.
  • Provide supplemental information to create awareness of your products and services.
  • Thank the reviewer for taking the time to review your business.
  • Invite the reviewer back to your business.

Why Do people leave bad reviews?

Customers leave bad reviews when their expectations are not met.

When they feel they have not received what they were promised and paid for, they usually leave a negative review to warn their friends or family, but usually they do it out of spite.

when someone has a bad experience they tell everyone. They post their experience on social media. they want to make sure that the world knows and avoids the business that has done them wrong.

How do I respond to negative reviews?

When responding to negative reviews, put your ego away and apologize for the unsatisfactory experience.

Remember that your response is public and everyone wants to know that when things don’t meet the desired expectations, your company is willing to make things right.

If the customer has left you a negative review, be sure to publicly let them know that you will reach out to them personally to discuss how you can make up for the bad experience.

If the customer’s point is not valid, apologize for the bad experience, show empathy in your response and ask them to reach out to you to discuss the situation further.

What do I do if someone leaves a bad review?

How you deal with bad reviews is a reflection of your business. It will determine if future potential clients will purchase from you or not. 

If a customer leaves a negative review

If the Business provides high volume traffic like a restaurant where the customers are anonymous, consider answering like this:

Hello [{Name}],
We are sorry that you have had this negative experience. New processes are in place and we aim to improve our service. We appreciate your feedback. Please feel free to contact us directly to let us know how we could have better served you. We would hate to lose you as a customer. Please give us the opportunity to make things right.

Warmest regards,
[{Business Name}]

If the Business provides a personalized experience where the business has the customers information, consider answering like this:

Hello [{Name}],
We are sorry that you have had this negative experience. We are interested in understanding what went wrong and improving our service. We appreciate your feedback. We will be reaching out to you shortly to make things right.

Please feel free to contact us directly to let us know how we could have better served you. Please come back, we want you as a customer.

Quick Recap:

  • Put your ego away.
  • Apologize for the bad experience.
  • Address their concerns.
  • Promise to reach out to them personally to make things right.
  • Let them know you want to keep them as a customer.

Our customers are the fuel that runs our business. No customers equal no business. Remove any reason for current or potential customers from not using your services to satisfy their needs.

Should I delete the bad reviews on my website?

Deleting reviews is not always possible when using third party review hosting sites or the suggested course of action.

As long as the review is not disrespectful, it should stay. Customers should be freely able to express their opinions about your products and services which they have purchased. While no business desires negative reviews, they serve as a testimonial to the Authenticity of the reviews. 

they’re always going to be happy customers and upset customers.

As business owners, it is imperative to address the negative customer reviews and respond with a willingness to make things right with that customer.

What is the difference between destructive criticism and constructive criticism?

Destructive Criticism is “your service sucks”

Constructive criticism is “your service can be improved… You are doing thisYou should do this instead… because…”

Constructive criticism provides a roadmap to the solution while destructive criticism does not provide any value and aims at putting down a product, service or person.

Consider only deleting a review if one of these conditions is true:

  • The Review is offensive or disrespectful.
  • The review has profanity.

All reviews are not created equal.

A positive review from an industry expert can create an increase in sales, while a negative review from the same expert/influencer can tarnish your image.

A positive review or testimonial from an industry expert/influencer positions your brand as an authority in your field and helps establish trust with prospective clients.

Network & Build Authority within your industry

Networking with the experts in your field is an essential process that you can implement to gain credibility in your business.

What is Better a review or a Testimonial, what is the difference?

Reviews can be good or bad but testimonials provide positive reinforcement for the quality of your product or service. 

What is better video testimonials or written testimonials?

 The short answer is, video testimonials provide stronger reinforcement Than written testimonials. The important thing is to have testimonials regardless of whether they’re written or on video.

What makes a Good Testimonial?

A good testimonial effectively illustrates transformation. How was I or my business before I engaged with your product or services and what resulted from using your products or services? 

What are the top services for offsite reviews?

  1. Google my Business
  2. Trust Pilot
  3. SiteJabber
  4. Yelp
  5. FourSquare
  6. Facebook Business Page

What do people see when they find your business online and see that you have little to no reviews?

Little to no reviews emits a presence of little to no experience with real clients. Not having reviews is hurting your business.

Now let’s get you some Reviews

Step 1: Go to the Google My Business page & Login: https://www.google.com/business/

Step 2: Go to the box that reads “Get your first review” and copy the link in the box.

Step 3: Send this link to your current customers requesting a review.

Congratulations! You made it to the end of this article.

Now is a great time to start responding to reviews in a way that is engaging and provides awareness of your products and services.

I encourage you to write in the comments any great tips you use when responding to reviews.

Create sustainability with recurring revenue.

Man Breaking Piggy Bank with ha sledge hammer

Don't stress, Create sustainability.

Man Breaking Piggy Bank with ha sledge hammer
Are you worried about not being able to generate another sale?

 Many business owners are tired of worrying whether they’re going to be able to find their next customer and make another sale.

Not knowing if your business is going to be able to generate enough sales to survive creates stress.

So here, I will introduce you to a business model that will allow your business to have sustainability in today’s competitive market.

We aim to help liberate you from a one-time payment system and show you a better way to leverage your current customers and obtain peace of mind while maximizing profits. 

What is recurring revenue?

Recurring revenue is money earned from providing a subscription service. It allows you to leverages your current and future customers. This sustainable stream of funds reduces the stress of having to make a sale and maximizes your R.O.I.

Recurring revenue is what it sounds like, Recurring Money. It is a payment that is followed by a sequence of other payments. Your customers get the benefits of your product, and you get the benefits of stability and peace of mind. It is a win-win for everyone. 

The objective of a successful subscription service is to Automate the Sale and start generating money while you sleep.

Objective

Analyze your business and create a subscription for the services that you provide.

Subscriptions are not a new idea. We have been using subscriptions for all of our lives. 
We have a subscription for our Electricity that powers our home.

Don’t forget our cell phone subscriptions. 

Business owners have realized that a subscription business model offers many benefits, such as:

  1. Stability
  2. Predictable Income
  3. Peace of Mind
  4. Allows your business to Expand
  5. Focus on your business and providing value instead of worrying about making a sale.
  6. The sales can be automated.
  7. Leverage your existing customers
  8. Create customer loyalty.
  9. Provide exclusive subscription benefits to customers.
  10. Increase the Lifetime Value of your customers.

Subscriptions allow you to get paid immediately and on time automatically. You don’t have to send out invoices and wait to get paid. 

Are you wondering, what product or service my business can provide to create recurring revenue?

Figuring out what services you can provide as a subscription service can be challenging because not only do you have to figure out how to solve a problem, you also have to have the resources to implement the solution.

You must be able to answer these three questions to formulate a subscription.

  1. What do my customers need?
  2. What services can I create to meet those needs?
  3. What resources do I need to perform those services?

What are some key resources for executing a solution?

  • Knowledge (Know How)
  • Time 
  • Money

Ask yourself:

What problems does my audience have that my business can solve?

Step 1: Find a problem you want to solve
Step 2: Provide a Solution
Step 3: Gather the resources necessary to provide the solution.
Step 4: implement the solution 
Step 5: Collect recurring revenue.

Get a clear idea of the problem your audience is facing.

Below is the formula for analyzing the customer problem:

The 5 Ws will help you to get the complete story so you can understand the problem.

Who: define the audience that has a problem. 
What: What is the problem?
When: When are they having this problem?
Where: Where are they having this problem?
Why: Why are they having this problem?

Solution: Provide a solution to the problem.
Solution + Resources = An idea as a possible candidate for Recurring revenue.

Let's see some examples of how companies implement a recurring revenue business model.

Example 1

Company: Dollar Shave Club.

What is the Problem?
Men Need to Shave!

Who: Men
What: Men always have to go to the store to buy razors, pre-shaving, and after-shaving products.
When: Some men require shaving every other day.
Where: Men usually have to purchase razors at Walmart, CVS or Walgreens, where the Shaving supplies are locked up and require a store representative to unlock the products.
Why: Men grow hair rapidly.

Solution: 

Provide a service that delivers all supplies necessary for a man to shave, without him having to leave the comfort of his home.

Resources: Shaving Supply manufacturing + Shipping Partner + Website + Marketing.

Example 2

Company: NetFlix

What is the problem?
People want to watch movies on demand and without leaving their homes.

Who: People
What: People want  to watch movies without leaving their home
When: When they are home
Where: They want to watch from home
Why: People love receiving instant gratification.
Solution: Provide an on demand Video Subscription Service.

Customers will usually stick around when you are continually providing value. Value creates loyalty.

it's time to adapt to what works!

Use a recurring revenue business model or lose customers to businesses that do.

Regardless of your product, if you are automating signups and gaining new customers while retaining the old ones, you can focus on improving your product and services.

Passive Income

Passive income is a Myth.

Online Gurus the so-called “Experts” are notorious for painting the picture of a Passive Income where you can live in a permanent vacation, but that isn’t realistic.

I found myself researching passive income as it is an entrepreneur’s dream, and my research leads me to the conclusion that it does not exist.

Check out what Troy Dean says about passive income:

“There is nothing passive about passive income. You can create a subscription-based service that provides recurring revenue, and you can set systems and processes in place that can grant you the freedom to take long vacations, but you either do the work, or you can build a team to do the work.” Someone has to do the work.

The ultimate form of passive income is to buy a house and rent it out. You start with the idea that you can just put tenants in there and rent it out. 

Even in this scenario, there are maintenance costs associated with renting, such as fixing the water system when it breaks. You have to pay a Real Estate agent to rent the place and screen the tenants. You have to pay an accountant at the end of the year to do your tax benefits and offset your expenses. You have to have lawyers draw up contracts. There is still work involved. You are doing the work or paying other people to do the work.

 

Below is the best tip that no one is talking about!
If you want to sustain a recurring revenue business, you need to provide recurring value!”

Troy Dean

This business model is not a set it and forget it. You must continuously find new ways to provide value else, why would anyone stay?

Ask yourself, What would I like to have? And provide that value to your current and future customers.

Create an Asset by controlling the CashFlow

Recurring revenue is an essential element for constructing sustainability in your business.

The more recurring revenue your business has, the more your business is worth. Recurring revenue is an excellent example of how you can turn your business into an asset.

Now that you know what recurring revenue is, how do you plan to incorporate it into your business? What products or services are you going to offer? I encourage you to leave ti in the comments below or send me an email.

Do not use a set it and forget it mindset or you’ll regret it.

Whenever you ask yourself, how can I make money? The answer will always be the same. Provide Value.

Remember
Without Value, there is no Money.

You can literally make a subscription service out of anything. For example, you can set up a dog walking subscription service.

What is the problem? People are working and don’t have time to walk their dogs.

 Solution:  you can walk the dog for them for a subscription fee, and customers will be grateful that you provide the service and would be glad to pay you.

Want to charge more for the service?
Add more value.

You can get creative and offer services that your competitors don’t provide.

 

There are many subscription business models that you can implement. Some are creative, like providing boxes full of secret items known as subscription boxes.

There are even subscription services so that your kids can rent toys and change them every month. The best way of finding out what your target audience wants is by doing research.

Find out what your customers are complaining about and provide a solution that remedies all those issues, Package all of the solutions into a sweet deal they can’t resist.

once you collect this information and analyze it, you will see the problems your audience wants to resolve and provide a solution that will benefit both your customer and your business.

 the key to creating a successful recurring Revenue subscription is to provide a solution that provides value to your target audience.

 There are many perks to being part of a subscription program. Look at Amazon they have Amazon Prime which gives you the benefits of two-day shipping on certain items. They provide you with access to a library a video content that contains movies and TV shows.

How do I know what to charge for my subscription service? Recurring revenue for B2C

While the price is relative to the value, never underestimate the power of the irresistible offer. If you provide more value than what you charge, your customers won’t be able to resist.

 you will be playing a game that will gain you the maximum amount of customers. Make your products price accessible but not so low that you will not be able to provide quality support.Once you gain your customer’s trust, 

you can maximize your revenue by offering them upsells and cross-sells.

Recurring revenue for B2B

If the subscription service is business-to-business, then the price is dependent on the value you are providing for that business.

 if your product increases a business’s revenue by generating new opportunities for them, which in turn positively impacts their business, then the price should be relative to the income you help them produce.

 Ask yourself, what is a customer worth to the business that my product or service helps? Analyze your competition and formulate a competitive price that over-delivers in value.

Some companies don’t give customers any options other than subscribing for their service. You either subscribe or miss out.

A perfect example of this is Netflix. You can’t just pay for one movie.

The one thing that all of these subscription-based business models for recurring revenue have is that they will provide benefits that far exceed the one-time sale.

 One tip is to offer your customers the option of Auto-renewals. Auto-renewals will keep your customers receiving the service that we offer without their service being interrupted, and allowing you to receive the payments you love and expect.

To avoid any issues, be sure to email the customer when their credit card or subscription is about to expire to avoid any surprises.

 

 in conclusion, no matter what subscription business model you choose, be sure that your provided value exceeds the price of membership, and you will be able to maintain and create loyal customers.

 Do you have any ideas you would like to share for a recurring Revenue Service? Please put it in the comments below let’s start a conversation.

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