I get asked this question a lot by all types of businesses, from plumbers & lawyers to product retailers. And there’s a simple answer to this question which I believe gets over complicated and confused with ‘How to ask for the review or referral’.
Once you know when to ask, how to ask becomes a very natural process for any business.
The secret is to ask for reviews or referrals at the Highest Point of Perceived Value.
It’s the moment that your customer says “WOW”. It’s not after you bill them. That’s too late, they’re on to solving the next problem, and your amazing service has already begun to fade in their minds.
We’ve created the diagram below to help you think about when to nurture your customers along the sales and service delivery process. It can also help you determine when to ask for that review or referral.
A recent Forbes Magazine article analysed surveys about the power of online reviews for business. These surveys help us to understand the impact of reviews on your business’s reputation. They also tell us important information about buyer behaviour.
The studies showed that 86% or more of customers read online reviews of businesses. Customers also read an average of 10 reviews before feeling able to trust a local business.
86% – That’s huge! – Which means having a good, systematized review strategy can seriously influence your businesses growth.
Getting reviews and referrals from your customers can be hard work. So asking for them at the right time in your customers life-cycle will help to make the job easier.
Your strategy should also consider who is most likely to feel comfortable giving you an online review versus a personal referral or recommendation. Stats show that 80% of 18-34 year old’s have written online reviews, compared to 41% of people over 55 years.
Need some help working on your review and referral strategy? Give us a call 1300 765 249 (1300 SML BIZ)
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