Negative feedback is one of the necessary evils of business ownership. Especially as you become more and more removed from the everyday tasks of customer relations and operations, customer feedback may be one of your best tools for keeping tabs on your business. Constructive criticism gives you room to improve your business and course correct when needed… but wouldn’t it be nice if you could get the feedback in a private setting instead of a public review site?
Develop a landing page on a website dedicated just to customer reviews. Your customer is given the option of a smiley face or a frowny face (which receive 22% more clicks than the standard 5 star scale), and this simple process allows us to funnel satisfied customers to a pop-up that asks them to leave a review on the most popular platforms, including Yelp, Google and Facebook. If a customer selects the frowny face, they see a different popup with a text field to send a message straight to customer service and describe the issue they have.
However, in order to comply with Google’s guidelines and prevent any strikes against the website, there is also a prompt to leave a public review on the popup for the frowny face. But we’ve noticed that customers are more likely to complete the form to contact customer service directly when they have that option.
In order to make the most of this tool, it is important to establish a process for directing recent customers to the reviews landing page as soon as possible after a transaction or delivery. Some of our retailers use Text Request to follow up immediately after delivery with a text message, but an automated email or even a postcard with the URL can work as well. Without directing your customers to these landing pages, she will likely turn first to Yelp, Google, Facebook, and other review sites to vent her frustrations.
Negative reviews can help you improve your business if you take the feedback and use it to help your staff learn and grow. But that doesn’t mean it should hurt your reputation. We developed our tool to help furniture retailers capture important information before customers resort to a negative public review.