November 5, 2024 • 15 mins
Curious about how to transform your local business's reputation and attract those coveted five-star Google reviews? Master the secrets of elevating your business's online presence with strategies that ensure you never leave a review request to chance. We'll teach you how to create that all-important first impression with an up-to-date Google Business Profile, use QR codes and Google review links to simplify the review process for your customers, and even time your review requests for maximum sincerity and impact.
Join us as we uncover the role of Reputation Genius cards in streamlining review collection and discuss the art of nurturing genuine customer relationships that naturally lead to positive feedback. Discover how exceptional service and authentic engagement can turn your hard work into glowing testimonials. This episode is packed with actionable insights and promises to equip you with the tools needed to craft a reputation that not only attracts five-star ratings but also builds enduring trust and loyalty among your customers.
Find out more about Rainmaker Reputation AI CRM at https://rainmakerreputation.com
Follow us on these socials:
Google Maps
Facebook
Instagram
TikTok
X
Rainmaker Reputation AI CRM Austin Texas
Medium
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
Hey everyone, and welcome back for another deep
dive with us.
We're going to be talking aboutsomething that I think is on
the mind of every local businessowner, and that's Google
reviews.
You know, those little goldstars.
They can make a really bigdifference for your business.
So in this deep dive we'regoing to be talking about how to
make sure your business is justswimming in those five-star
ratings.
Speaker 2 (00:19):
Yeah, we're going to be breaking down some really
effective strategies from arecent article.
It's called how to Get MoreGoogle Reviews for your Business
Profile.
It came out pretty recently,october 21st 2024, and it's got
a ton of actionable advice.
Speaker 1 (00:36):
All right.
Well, let's jump in.
The article starts out by kindof reminding us how much power
these Google reviews actuallyhave.
They say that 97% of consumerscheck online reviews before they
buy anything.
So that's basically everybody.
Everybody's looking at whatother people are saying before
they even think about checkingout your business.
Speaker 2 (00:51):
And it's not just about getting new customers
either.
These reviews are reallyimportant for building trust
with your existing customers too.
A positive review is like avote of confidence.
It reinforces that they madethe right choice.
Speaker 1 (01:03):
OK, yeah, that makes sense, but how do you actually
get people to leave theseglowing reviews?
The article says that beforeyou even start asking for rent,
you need to make sure yourGoogle business profile is
completely up to date.
Speaker 2 (01:16):
Yeah, it's like getting ready for a big
performance.
You want everything to beperfect, you know, from the
lighting to the sound and yourGoogle business profile.
That's the first impression youmake online, so you got to make
sure that it's accurate andit's complete and it's, you know
, polished.
Speaker 1 (01:31):
So you're talking about like double checking your
address, your hours, phonenumber, website, all those
important details.
Speaker 2 (01:38):
Exactly.
You'd be surprised how manybusinesses just totally overlook
this step, and if yourinformation is wrong or out of
date, it makes you look carelessand that could turn potential
customers away before they evenget a chance to see how awesome
you are.
Speaker 1 (01:50):
Yeah, ouch, that's definitely not the message we
want to send.
Speaker 2 (01:53):
Oh yeah.
Speaker 1 (01:54):
So once we've got that profile looking good,
what's the next step?
How do we encourage people toleave reviews?
Speaker 2 (01:59):
Well, the article really stresses making it easy
for people to leave reviews.
The easier it is, the morelikely they are to do it.
One of the best ways to do thisis by creating a special link.
It's a Google review link.
You can make it right in yourGoogle business profile.
Speaker 1 (02:14):
Oh, so this is like a special URL.
It takes customers straight tothe review section.
Speaker 2 (02:18):
Exactly and you want to make sure that link is easy
to find.
Put it on your website in youremail signature, anywhere that
your customers are going to seeit.
You want to make sure there'snothing stopping them from
singing your praises.
Speaker 1 (02:30):
Now this is where it gets really interesting.
We were talking about makingthings easy for mobile users.
The article suggests using QRcodes, especially on things like
menus and brochures andreceipts.
Customers just scan the codewith their phone.
Speaker 2 (02:48):
Boom, they're ready to leave a review.
Yeah, it's really smart becauseeveryone wants things to be
easy.
Nobody wants to try andremember a website address or
search for your profile on theirphone.
They just scan the code andthey're ready to go.
Speaker 1 (02:56):
Okay, so we made it super easy to find that review
link.
Speaker 2 (02:59):
Yeah.
Speaker 1 (03:00):
But now comes the kind of awkward part actually
asking for the review.
You know, I think a lot ofbusiness owners worry about
coming across as pushy.
Speaker 2 (03:08):
Oh yeah, for sure, that's a really common concern,
but the article has some goodadvice on how to do this the
right way.
You've got to find the rightmoment and be genuine and be
appreciative.
Speaker 1 (03:21):
So don't just ask every single customer for a
review like right after they buysomething.
Wait for a moment when theyseem like they're having a good
experience.
Speaker 2 (03:28):
Right, like maybe they're raving about how good
their meal was or they just gota great deal, or you help them
solve some kind of problem.
Those are the perfect momentsto ask for a review, because you
know their positive energy isalready flowing.
Speaker 1 (03:40):
I like that.
It feels much more natural thanjust a robotic like please
leave us a review.
The article also mentions usingdifferent ways to ask, not just
email, like maybe text messagesor social media.
Speaker 2 (03:51):
Yeah, exactly, you want to find ways to weave it
into your normal conversationswith your customers without
being annoying.
The article actually has asample script.
It's a good balance of beingdirect but also polite.
Speaker 1 (04:02):
Let's hear it.
What's their secret formula?
Speaker 2 (04:04):
It's actually pretty simple.
They suggest saying somethinglike we really value your
feedback and we would love tohear about your experience.
Would you be willing to leaveus a review on Google?
Speaker 1 (04:15):
I like that.
It's straight to the point yeahit shows that you care and it
doesn't sound demanding right.
Speaker 2 (04:21):
You want the customer to feel like they're doing you
a favor, not like they have todo it.
Speaker 1 (04:25):
You know what would make asking for reviews in
person even easier I bet you'regoing to tell me is this where
rainmaker reputations,reputation genius comes in?
Speaker 2 (04:34):
you know, know it, especially the cards.
They're designed to make askingfor reviews in person so much
easier.
We all know that talking tosomeone face-to-face is the best
way to get reviews, but it canbe a little awkward to ask
directly.
Speaker 1 (04:46):
Oh yeah, for sure, I've definitely fumbled through
those conversations before.
So how do these reputationgenius cards help?
Speaker 2 (04:53):
Well, imagine this Instead of trying to explain to
someone how to leave a review orhoping that they remember to do
it later, you just hand them acard.
It has a QR code on it.
They scan the code with theirphone and it takes them straight
to your Google review page.
Speaker 1 (05:08):
So simple but so smart.
It takes all the pressure offof everyone.
No more awkward silences, nomore trying to remember a
complicated website address.
Just scan and review, melanie.
Speaker 2 (05:18):
WARRICK Exactly, and the best part is it goes right
along with what we've beentalking about making it easy and
convenient for your customersto leave reviews.
Mark.
Speaker 1 (05:25):
MIRCHANDANI I love it .
All right.
So we've talked about how toset up your Google Business
profile and how to make it supereasy for customers to leave
those glowing reviews.
But what about when thingsdon't go so well?
What about those negativereviews?
We'll tackle that and moreright after this break.
Speaker 2 (05:41):
And don't forget about those people who are
checking out your business forthe first time.
When they see all thosepositive reviews, it builds
their trust.
It makes them more likely tochoose you over your competition
.
Speaker 1 (05:52):
Yeah, it's like having a whole bunch of people
cheering for you online, butlet's talk about what happens
after you get those reviews.
The article says thatresponding to reviews is just as
important as getting them inthe first place.
It's not just a one-way street,right?
Speaker 2 (06:05):
Oh, absolutely.
Responding to reviews showsthat you're engaged.
It shows you care about whatyour customers think and that
you're willing to go the extramile to make sure they're happy.
It's like having a conversationwith your customers building a
relationship with them online.
Speaker 1 (06:21):
Okay, so how should a business handle those positive
reviews?
What's the best way to respondto someone who's singing your
praises?
Speaker 2 (06:28):
You don't have to overthink it.
Keep it simple.
Something like thank you somuch for your kind words.
Customer name we're so glad youenjoyed your experience.
You can even mention somethingspecific they said in their
review to make it more personal.
Speaker 1 (06:40):
So it's all about making them feel heard, like
they're more than just a number.
Speaker 2 (06:44):
Exactly, and those personal touches can really make
a difference.
Now let's talk about thenot-so-fun part, those negative
reviews Everyone gets them, butthey don't have to be a disaster
.
Speaker 1 (06:55):
Yeah, this is where things can get a little tricky.
It's easy to get defensive whenyou see a negative review,
especially if you feel like it'snot fair.
Speaker 2 (07:03):
I know, but trust me, responding in a professional
way is super important.
Remember, potential customersare reading these reviews too,
and they're looking to see howyou handle these situations.
A good response can actuallyturn a negative review into a
positive one.
Speaker 1 (07:18):
Okay.
So how do you do that?
How do you turn that frownupside down?
Speaker 2 (07:21):
Start by acknowledging the customer's
concerns and apologize for anyinconvenience they experienced.
Even if you don't agree withthe review, A sincere apology
shows that you care and thatyou're listening.
Speaker 1 (07:33):
So it's not about admitting you were wrong.
It's about acknowledging theirfeelings.
Speaker 2 (07:37):
Exactly, then offer a solution or explain how you're
going to fix the problem so itdoesn't happen again.
This shows that you'retransparent and that you're
always trying to improve.
Speaker 1 (07:46):
And it shows potential customers that you're
proactive.
Speaker 2 (07:49):
Exactly.
You're not just sitting therecollecting stars, you're
actually committed to providinga good experience for everyone.
Remember those reputationgenius cards we were talking
about.
They can be really helpful insituations where you get a
negative review in person oh, Isee what you mean.
Speaker 1 (08:03):
So if a customer is unhappy, mm-hmm instead of
getting flustered, you can justhand them a card and say
something like we appreciateyour feedback and we'd love to
hear more about your experience.
Would you be willing to shareyour thoughts in a Google review
?
Speaker 2 (08:18):
Exactly.
It's a great way to de-escalatethe situation and it gives the
customer a chance to share theirfeedback in a more constructive
way.
Speaker 1 (08:25):
Okay, I'm starting to see how these cards are like a
secret weapon for businesses.
They make it easy to ask forreviews when things are good and
they help you handle thosetricky situations when they're
not.
Speaker 2 (08:40):
Right, and there's a great example of this in action
this brewery in texas, the bayarea brewing company.
They started using reputationgenius cards and they saw a huge
increase in their googlereviews.
They actually got more reviewsthan their competitors who had
been in business for years.
Speaker 1 (08:51):
Wow, that's impressive.
It sounds like those cards area game changer.
But it's not just about gettingthose reviews right.
It's about using them to makeyour business better.
Speaker 2 (09:01):
Absolutely.
We've talked about respondingto reviews, but it's also
important to analyze thosereviews, both the good ones and
the bad ones.
You can learn a lot from whatyour customers are saying.
Speaker 1 (09:12):
Yeah, it's like having a direct line to your
customers' thoughts and feelings.
What do they love about yourbusiness?
What do they wish was different?
Speaker 2 (09:19):
Right.
Maybe your customers are alwaysraving about your friendly
staff, or maybe they'refrustrated with long wait times.
This feedback can help youfigure out what you're doing
well and where you need toimprove.
Speaker 1 (09:30):
So it's a continuous cycle.
You use the reviews to makeyour business better, which
makes your customers happierwhich leads to even more
positive reviews.
Speaker 2 (09:42):
Exactly, and when you showcase those positive reviews
in the right way, it's likehaving a whole chorus of happy
customers singing your praises.
Don't be afraid to share thoseglowing reviews on your website
and social media, and even inyour marketing materials.
Speaker 1 (09:53):
It's like turning those reviews into marketing
gold.
And since we're on the topic ofmarketing, I'm curious about
how businesses can use reviewsin their marketing.
Speaker 2 (10:02):
Oh yeah, there's a lot of potential there.
You can use snippets of reviewsin your emails and social media
posts, even in printadvertising.
It's all about showingpotential customers that other
people love your business.
Speaker 1 (10:15):
Because people trust other people more than they
trust businesses.
Speaker 2 (10:18):
Right, and don't forget about the power of
visuals.
You could create graphics orvideos that showcase your
positive reviews.
Those can be reallyeye-catching and shareable on
social media.
Speaker 1 (10:29):
I love that idea.
It's a great way to make thosereviews really stand out.
Speaker 2 (10:32):
Exactly.
And don't forget to tellstories.
Share those moments when youwent above and beyond for a
customer and they were blownaway.
Speaker 1 (10:40):
Those stories are so powerful.
They make your business morerelatable and human.
They show potential customersthat you're more than just a
company.
You're a team of people whocare about providing a great
experience.
Speaker 2 (10:51):
Yeah, it really shows how powerful word-of-mouth
marketing can be these days.
Speaker 1 (10:55):
Absolutely.
But let's zoom out for a secondand talk about the big picture.
Why does all of this matter?
What's the end goal of having agreat online reputation?
Speaker 2 (11:06):
That's a great question.
When you focus on gettingpositive reviews and you're
managing your online presencethe right way, it's like you're
building this fortress of trustaround your business.
It's not just about attractingnew customers.
It's also about buildingloyalty with your current
customers and attractingtalented employees, and even
(11:26):
opening up new opportunities forpartnerships and collaborations
.
Speaker 1 (11:30):
So it's not just a marketing thing.
It's something that can affectevery part of your business.
Speaker 2 (11:33):
Exactly something that can affect every part of
your business.
Exactly A strong onlinereputation can even help you get
funding or investment, becauseit shows that you're stable and
credible and committed toquality.
Speaker 1 (11:42):
Okay, that makes sense, but let's be real for a
minute.
Even if you do everything right, you're still going to get some
negative reviews.
No business is perfect and somecustomers are just never going
to be happy.
So how do you deal with that?
Speaker 2 (11:53):
You're right, negative reviews are going to
happen, but they don't have tobe a bad thing.
In fact, if you handle them theright way, they can actually be
good for your business.
Speaker 1 (12:01):
Okay, I'm listening.
How do you turn a negativereview into a positive?
Speaker 2 (12:06):
It's all about how you look at it.
Instead of seeing a negativereview as a personal attack,
think of it as valuable feedback.
It's a chance to learn and growand show your customers that
you care.
Speaker 1 (12:17):
So you're not trying to hide those negative reviews,
you're actually embracing themand using them to make your
business better.
Speaker 2 (12:23):
Exactly when you respond to a negative review in
a thoughtful way and you addressthe customer's concerns
directly and you explain whatyou're doing to fix the problem.
It shows that you'retransparent and accountable.
Speaker 1 (12:37):
And it shows potential customers that you're
taking those concerns seriously.
Speaker 2 (12:41):
Right.
It builds trust and it showsthat you're a business that
really cares about its customersand sometimes, if you handle it
well enough, you might even beable to win that customer back
over.
Speaker 1 (12:50):
Wow, that's a pretty amazing turnaround.
Speaker 2 (12:53):
Yeah.
Speaker 1 (12:53):
It all goes back to putting the customer first.
Speaker 2 (12:56):
Exactly when you focus on creating a great
customer experience from thevery first interaction all the
way through to the follow-up,those positive reviews are going
to come naturally, and when youdo get a negative review, look
at it as a chance to learn andgrow and strengthen your
relationship with your customers.
Speaker 1 (13:13):
This has been such a great conversation with your
customers.
This has been such a greatconversation.
We've covered so much today,from setting up your Google
business profile to using thoseReputation Genius cards to make
it super easy for customers toleave reviews.
But as we wrap things up here,I want to leave our listeners
with one final thought.
Don't underestimate the powerof those little gold stars.
They represent all the hardwork you put into your business
(13:33):
and your dedication to yourcustomers and your commitment to
your customers and yourcommitment to being the best you
can be.
Speaker 2 (13:38):
And remember the best way to get those five-star
reviews is to create a businessthat truly deserves them.
Focus on providing amazingvalue and exceeding your
customers' expectations andbuilding real relationships.
If you do that, those positivereviews will come.
Speaker 1 (13:54):
Thanks for joining us for another deep dive.
We'll see you next time.
Hey everyone, and welcome back for another deep
dive with us.
We're going to be talking aboutsomething that I think is on
the mind of every local businessowner, and that's Google
reviews.
You know, those little goldstars.
They can make a really bigdifference for your business.
So in this deep dive we'regoing to be talking about how to
make sure your business is justswimming in those five-star
ratings.
Speaker 2 (00:19):
Yeah, we're going to be breaking down some really
effective strategies from arecent article.
It's called how to Get MoreGoogle Reviews for your Business
Profile.
It came out pretty recently,october 21st 2024, and it's got
a ton of actionable advice.
Speaker 1 (00:36):
All right.
Well, let's jump in.
The article starts out by kindof reminding us how much power
these Google reviews actuallyhave.
They say that 97% of consumerscheck online reviews before they
buy anything.
So that's basically everybody.
Everybody's looking at whatother people are saying before
they even think about checkingout your business.
Speaker 2 (00:51):
And it's not just about getting new customers
either.
These reviews are reallyimportant for building trust
with your existing customers too.
A positive review is like avote of confidence.
It reinforces that they madethe right choice.
Speaker 1 (01:03):
OK, yeah, that makes sense, but how do you actually
get people to leave theseglowing reviews?
The article says that beforeyou even start asking for rent,
you need to make sure yourGoogle business profile is
completely up to date.
Speaker 2 (01:16):
Yeah, it's like getting ready for a big
performance.
You want everything to beperfect, you know, from the
lighting to the sound and yourGoogle business profile.
That's the first impression youmake online, so you got to make
sure that it's accurate andit's complete and it's, you know
, polished.
Speaker 1 (01:31):
So you're talking about like double checking your
address, your hours, phonenumber, website, all those
important details.
Speaker 2 (01:38):
Exactly.
You'd be surprised how manybusinesses just totally overlook
this step, and if yourinformation is wrong or out of
date, it makes you look carelessand that could turn potential
customers away before they evenget a chance to see how awesome
you are.
Speaker 1 (01:50):
Yeah, ouch, that's definitely not the message we
want to send.
Speaker 2 (01:53):
Oh yeah.
Speaker 1 (01:54):
So once we've got that profile looking good,
what's the next step?
How do we encourage people toleave reviews?
Speaker 2 (01:59):
Well, the article really stresses making it easy
for people to leave reviews.
The easier it is, the morelikely they are to do it.
One of the best ways to do thisis by creating a special link.
It's a Google review link.
You can make it right in yourGoogle business profile.
Speaker 1 (02:14):
Oh, so this is like a special URL.
It takes customers straight tothe review section.
Speaker 2 (02:18):
Exactly and you want to make sure that link is easy
to find.
Put it on your website in youremail signature, anywhere that
your customers are going to seeit.
You want to make sure there'snothing stopping them from
singing your praises.
Speaker 1 (02:30):
Now this is where it gets really interesting.
We were talking about makingthings easy for mobile users.
The article suggests using QRcodes, especially on things like
menus and brochures andreceipts.
Customers just scan the codewith their phone.
Speaker 2 (02:48):
Boom, they're ready to leave a review.
Yeah, it's really smart becauseeveryone wants things to be
easy.
Nobody wants to try andremember a website address or
search for your profile on theirphone.
They just scan the code andthey're ready to go.
Speaker 1 (02:56):
Okay, so we made it super easy to find that review
link.
Speaker 2 (02:59):
Yeah.
Speaker 1 (03:00):
But now comes the kind of awkward part actually
asking for the review.
You know, I think a lot ofbusiness owners worry about
coming across as pushy.
Speaker 2 (03:08):
Oh yeah, for sure, that's a really common concern,
but the article has some goodadvice on how to do this the
right way.
You've got to find the rightmoment and be genuine and be
appreciative.
Speaker 1 (03:21):
So don't just ask every single customer for a
review like right after they buysomething.
Wait for a moment when theyseem like they're having a good
experience.
Speaker 2 (03:28):
Right, like maybe they're raving about how good
their meal was or they just gota great deal, or you help them
solve some kind of problem.
Those are the perfect momentsto ask for a review, because you
know their positive energy isalready flowing.
Speaker 1 (03:40):
I like that.
It feels much more natural thanjust a robotic like please
leave us a review.
The article also mentions usingdifferent ways to ask, not just
email, like maybe text messagesor social media.
Speaker 2 (03:51):
Yeah, exactly, you want to find ways to weave it
into your normal conversationswith your customers without
being annoying.
The article actually has asample script.
It's a good balance of beingdirect but also polite.
Speaker 1 (04:02):
Let's hear it.
What's their secret formula?
Speaker 2 (04:04):
It's actually pretty simple.
They suggest saying somethinglike we really value your
feedback and we would love tohear about your experience.
Would you be willing to leaveus a review on Google?
Speaker 1 (04:15):
I like that.
It's straight to the point yeahit shows that you care and it
doesn't sound demanding right.
Speaker 2 (04:21):
You want the customer to feel like they're doing you
a favor, not like they have todo it.
Speaker 1 (04:25):
You know what would make asking for reviews in
person even easier I bet you'regoing to tell me is this where
rainmaker reputations,reputation genius comes in?
Speaker 2 (04:34):
you know, know it, especially the cards.
They're designed to make askingfor reviews in person so much
easier.
We all know that talking tosomeone face-to-face is the best
way to get reviews, but it canbe a little awkward to ask
directly.
Speaker 1 (04:46):
Oh yeah, for sure, I've definitely fumbled through
those conversations before.
So how do these reputationgenius cards help?
Speaker 2 (04:53):
Well, imagine this Instead of trying to explain to
someone how to leave a review orhoping that they remember to do
it later, you just hand them acard.
It has a QR code on it.
They scan the code with theirphone and it takes them straight
to your Google review page.
Speaker 1 (05:08):
So simple but so smart.
It takes all the pressure offof everyone.
No more awkward silences, nomore trying to remember a
complicated website address.
Just scan and review, melanie.
Speaker 2 (05:18):
WARRICK Exactly, and the best part is it goes right
along with what we've beentalking about making it easy and
convenient for your customersto leave reviews.
Mark.
Speaker 1 (05:25):
MIRCHANDANI I love it .
All right.
So we've talked about how toset up your Google Business
profile and how to make it supereasy for customers to leave
those glowing reviews.
But what about when thingsdon't go so well?
What about those negativereviews?
We'll tackle that and moreright after this break.
Speaker 2 (05:41):
And don't forget about those people who are
checking out your business forthe first time.
When they see all thosepositive reviews, it builds
their trust.
It makes them more likely tochoose you over your competition
.
Speaker 1 (05:52):
Yeah, it's like having a whole bunch of people
cheering for you online, butlet's talk about what happens
after you get those reviews.
The article says thatresponding to reviews is just as
important as getting them inthe first place.
It's not just a one-way street,right?
Speaker 2 (06:05):
Oh, absolutely.
Responding to reviews showsthat you're engaged.
It shows you care about whatyour customers think and that
you're willing to go the extramile to make sure they're happy.
It's like having a conversationwith your customers building a
relationship with them online.
Speaker 1 (06:21):
Okay, so how should a business handle those positive
reviews?
What's the best way to respondto someone who's singing your
praises?
Speaker 2 (06:28):
You don't have to overthink it.
Keep it simple.
Something like thank you somuch for your kind words.
Customer name we're so glad youenjoyed your experience.
You can even mention somethingspecific they said in their
review to make it more personal.
Speaker 1 (06:40):
So it's all about making them feel heard, like
they're more than just a number.
Speaker 2 (06:44):
Exactly, and those personal touches can really make
a difference.
Now let's talk about thenot-so-fun part, those negative
reviews Everyone gets them, butthey don't have to be a disaster
.
Speaker 1 (06:55):
Yeah, this is where things can get a little tricky.
It's easy to get defensive whenyou see a negative review,
especially if you feel like it'snot fair.
Speaker 2 (07:03):
I know, but trust me, responding in a professional
way is super important.
Remember, potential customersare reading these reviews too,
and they're looking to see howyou handle these situations.
A good response can actuallyturn a negative review into a
positive one.
Speaker 1 (07:18):
Okay.
So how do you do that?
How do you turn that frownupside down?
Speaker 2 (07:21):
Start by acknowledging the customer's
concerns and apologize for anyinconvenience they experienced.
Even if you don't agree withthe review, A sincere apology
shows that you care and thatyou're listening.
Speaker 1 (07:33):
So it's not about admitting you were wrong.
It's about acknowledging theirfeelings.
Speaker 2 (07:37):
Exactly, then offer a solution or explain how you're
going to fix the problem so itdoesn't happen again.
This shows that you'retransparent and that you're
always trying to improve.
Speaker 1 (07:46):
And it shows potential customers that you're
proactive.
Speaker 2 (07:49):
Exactly.
You're not just sitting therecollecting stars, you're
actually committed to providinga good experience for everyone.
Remember those reputationgenius cards we were talking
about.
They can be really helpful insituations where you get a
negative review in person oh, Isee what you mean.
Speaker 1 (08:03):
So if a customer is unhappy, mm-hmm instead of
getting flustered, you can justhand them a card and say
something like we appreciateyour feedback and we'd love to
hear more about your experience.
Would you be willing to shareyour thoughts in a Google review
?
Speaker 2 (08:18):
Exactly.
It's a great way to de-escalatethe situation and it gives the
customer a chance to share theirfeedback in a more constructive
way.
Speaker 1 (08:25):
Okay, I'm starting to see how these cards are like a
secret weapon for businesses.
They make it easy to ask forreviews when things are good and
they help you handle thosetricky situations when they're
not.
Speaker 2 (08:40):
Right, and there's a great example of this in action
this brewery in texas, the bayarea brewing company.
They started using reputationgenius cards and they saw a huge
increase in their googlereviews.
They actually got more reviewsthan their competitors who had
been in business for years.
Speaker 1 (08:51):
Wow, that's impressive.
It sounds like those cards area game changer.
But it's not just about gettingthose reviews right.
It's about using them to makeyour business better.
Speaker 2 (09:01):
Absolutely.
We've talked about respondingto reviews, but it's also
important to analyze thosereviews, both the good ones and
the bad ones.
You can learn a lot from whatyour customers are saying.
Speaker 1 (09:12):
Yeah, it's like having a direct line to your
customers' thoughts and feelings.
What do they love about yourbusiness?
What do they wish was different?
Speaker 2 (09:19):
Right.
Maybe your customers are alwaysraving about your friendly
staff, or maybe they'refrustrated with long wait times.
This feedback can help youfigure out what you're doing
well and where you need toimprove.
Speaker 1 (09:30):
So it's a continuous cycle.
You use the reviews to makeyour business better, which
makes your customers happierwhich leads to even more
positive reviews.
Speaker 2 (09:42):
Exactly, and when you showcase those positive reviews
in the right way, it's likehaving a whole chorus of happy
customers singing your praises.
Don't be afraid to share thoseglowing reviews on your website
and social media, and even inyour marketing materials.
Speaker 1 (09:53):
It's like turning those reviews into marketing
gold.
And since we're on the topic ofmarketing, I'm curious about
how businesses can use reviewsin their marketing.
Speaker 2 (10:02):
Oh yeah, there's a lot of potential there.
You can use snippets of reviewsin your emails and social media
posts, even in printadvertising.
It's all about showingpotential customers that other
people love your business.
Speaker 1 (10:15):
Because people trust other people more than they
trust businesses.
Speaker 2 (10:18):
Right, and don't forget about the power of
visuals.
You could create graphics orvideos that showcase your
positive reviews.
Those can be reallyeye-catching and shareable on
social media.
Speaker 1 (10:29):
I love that idea.
It's a great way to make thosereviews really stand out.
Speaker 2 (10:32):
Exactly.
And don't forget to tellstories.
Share those moments when youwent above and beyond for a
customer and they were blownaway.
Speaker 1 (10:40):
Those stories are so powerful.
They make your business morerelatable and human.
They show potential customersthat you're more than just a
company.
You're a team of people whocare about providing a great
experience.
Speaker 2 (10:51):
Yeah, it really shows how powerful word-of-mouth
marketing can be these days.
Speaker 1 (10:55):
Absolutely.
But let's zoom out for a secondand talk about the big picture.
Why does all of this matter?
What's the end goal of having agreat online reputation?
Speaker 2 (11:06):
That's a great question.
When you focus on gettingpositive reviews and you're
managing your online presencethe right way, it's like you're
building this fortress of trustaround your business.
It's not just about attractingnew customers.
It's also about buildingloyalty with your current
customers and attractingtalented employees, and even
(11:26):
opening up new opportunities forpartnerships and collaborations
.
Speaker 1 (11:30):
So it's not just a marketing thing.
It's something that can affectevery part of your business.
Speaker 2 (11:33):
Exactly something that can affect every part of
your business.
Exactly A strong onlinereputation can even help you get
funding or investment, becauseit shows that you're stable and
credible and committed toquality.
Speaker 1 (11:42):
Okay, that makes sense, but let's be real for a
minute.
Even if you do everything right, you're still going to get some
negative reviews.
No business is perfect and somecustomers are just never going
to be happy.
So how do you deal with that?
Speaker 2 (11:53):
You're right, negative reviews are going to
happen, but they don't have tobe a bad thing.
In fact, if you handle them theright way, they can actually be
good for your business.
Speaker 1 (12:01):
Okay, I'm listening.
How do you turn a negativereview into a positive?
Speaker 2 (12:06):
It's all about how you look at it.
Instead of seeing a negativereview as a personal attack,
think of it as valuable feedback.
It's a chance to learn and growand show your customers that
you care.
Speaker 1 (12:17):
So you're not trying to hide those negative reviews,
you're actually embracing themand using them to make your
business better.
Speaker 2 (12:23):
Exactly when you respond to a negative review in
a thoughtful way and you addressthe customer's concerns
directly and you explain whatyou're doing to fix the problem.
It shows that you'retransparent and accountable.
Speaker 1 (12:37):
And it shows potential customers that you're
taking those concerns seriously.
Speaker 2 (12:41):
Right.
It builds trust and it showsthat you're a business that
really cares about its customersand sometimes, if you handle it
well enough, you might even beable to win that customer back
over.
Speaker 1 (12:50):
Wow, that's a pretty amazing turnaround.
Speaker 2 (12:53):
Yeah.
Speaker 1 (12:53):
It all goes back to putting the customer first.
Speaker 2 (12:56):
Exactly when you focus on creating a great
customer experience from thevery first interaction all the
way through to the follow-up,those positive reviews are going
to come naturally, and when youdo get a negative review, look
at it as a chance to learn andgrow and strengthen your
relationship with your customers.
Speaker 1 (13:13):
This has been such a great conversation with your
customers.
This has been such a greatconversation.
We've covered so much today,from setting up your Google
business profile to using thoseReputation Genius cards to make
it super easy for customers toleave reviews.
But as we wrap things up here,I want to leave our listeners
with one final thought.
Don't underestimate the powerof those little gold stars.
They represent all the hardwork you put into your business
(13:33):
and your dedication to yourcustomers and your commitment to
your customers and yourcommitment to being the best you
can be.
Speaker 2 (13:38):
And remember the best way to get those five-star
reviews is to create a businessthat truly deserves them.
Focus on providing amazingvalue and exceeding your
customers' expectations andbuilding real relationships.
If you do that, those positivereviews will come.
Speaker 1 (13:54):
Thanks for joining us for another deep dive.
We'll see you next time.
Popular Podcasts
United States of Kennedy
United States of Kennedy is a podcast about our cultural fascination with the Kennedy dynasty. Every week, hosts Lyra Smith and George Civeris go into one aspect of the Kennedy story.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com
Bookmarked by Reese's Book Club
Welcome to Bookmarked by Reese’s Book Club — the podcast where great stories, bold women, and irresistible conversations collide! Hosted by award-winning journalist Danielle Robay, each week new episodes balance thoughtful literary insight with the fervor of buzzy book trends, pop culture and more. Bookmarked brings together celebrities, tastemakers, influencers and authors from Reese's Book Club and beyond to share stories that transcend the page. Pull up a chair. You’re not just listening — you’re part of the conversation.