How many times have you used reviews to find a good restaurant or service provider? And how many times have you made a decision based on the number of good reviews you saw? Reviews are becoming a very powerful tool for both businesses and consumers. They hold businesses accountable and are becoming more and more essential for business growth.
The Brothers that just do Gutters are so invested in reviews that we are now on three different, third party review sites. Many companies put reviews on their own website, however how functional is this method at getting your business? Many of us overlook these reviews, viewing them as bias. Ask yourself, how many negative reviews have you seen on a companies personal website? This is why third party websites are so important. Reviews on these sites tend to be unsolicited, honest, and appear more legitimate.
We pride ourselves on reviews, good and bad. We recently hired a third party company, GuildQuality, to conduct surveys for us. We paid a lot of money to have this third party company interview all our clients. That data is then collected and appears on a third party website.
GuildQuality offers a unique feature that allows clients to write a review in 25 words or more describing their experience. This review, good or bad, is then posted automatically and the company cannot remove it. The only thing the company can do is respond to the review.
Angie’s List, a favorite amongst online review sites, is similar to GuildQuality because we cannot change a negative review. If a client believes they had a less than perfect experience all we can do is respond. We’ve found that having this kind of accountability has only improved our service. We share our reviews with our installers, office staff, and solutionists (salesmen) to ensure that we learn from the feedback.
You can’t think of bad reviews as bad for business. In fact, when handled correctly, unfavorable reviews give business credibility. The old saying “no one is perfect” holds true for reviews! Studies show that by having one or two negative reviews on your website, your other reviews appear more credible! The trick is to see a critical review as an opportunity for change. You are getting valuable feedback from your clients.
We believe running the risk of a receiving a review from an unhappy client just makes us real. We’re not perfect, but we continue to evolve as a company by learning from our client experiences.