The short answer is yes! But you probably already knew that. But do you know why they’re so important?
Online reviews help potential clients determine if you’d be a good fit. Additionally, they allow customers to air grievances they might otherwise not feel comfortable doing in-person. Finally, online reviews, even the negative ones, allow you to address and fix any issues or concerns.
Let’s take a look at some facts:
- 67% of consumers are influenced by online reviews according to Moz
- Nearly 90% of consumers check reviews before moving forward with a purchase
- Only 1 in 10 customers who have a positive experience will leave a good review
- Customers are likely to spend 31% more on a business with excellent reviews
Now that you have a better understanding of why online reviews are so important and who is leaving them, here’s how to get more positive reviews from happy pet parents.
1) Provide a Review Link on Your Website
Even if your pet parents and their pets have an awesome time they might not know where or how to leave a review. Your Yelp page may not be active or difficult to find and they might not be active Facebook users. You can provide a review link directly on your website where it’s easy to find. Also, consider sending a follow-up email after a stay asking pet parents to rate their experience with you. You want to make leaving a review an easy and positive experience for pet parents.
2) Send a Thank You Email After a Stay
Pet parents could have chosen any facility but they chose yours and for that, you’re extremely grateful! However, because there are so many other options out there, it’s important to practice gratitude. Whether they stayed for an afternoon or a weekend, sending a thank you email is another way to stand out and continue their positive experience long after they’ve left. As we mentioned earlier, you can provide a review link within the thank you email to make it easy for them to leave any reviews or notes about their stay.
3) Respond to Reviews
Good or bad, responding to reviews lets others see that you care about what people are saying– even if they’re not saying something nice. Did you know that four or more negative reviews can turn away nearly 70% of customers?
Responding to negative reviews shows that you care about fixing the problem. When you leave these reviews out without a thoughtful response, you let others know that you don’t really care. While you can’t please everyone, you can make an effort to respond to a negative review.
Next Steps
As a business owner, you want to make sure that your clients are satisfied and happy. Understanding the importance of online reviews can help you manage and maintain your image and your clients’ stay. Today, take a few minutes to Google yourself and check out what people are saying about you online. Respond to the good reviews and the bad reviews and help bridge your client relationships online and in-person.
