How To Encourage and Manage Online Reviews

Introduction.

If you’re running a business, big or small, or you’re offering any product or service, you probably already know that online reviews are a big deal.

Studies show that nearly 93% of people read online reviews before deciding on a product or service. That’s a huge number, and it shows just how much of an impact reviews can have on your business.

But getting those reviews? That’s where things can get tricky. How do you encourage customers to leave them?

And once you have those reviews, how do you manage them? Positive reviews can work wonders for your reputation and help drive more business your way.

Negative reviews, on the other hand, can do the opposite if not handled well. So, knowing how to manage both is crucial.

This article is all about helping you navigate the world of online reviews—why they matter, how to encourage customers to leave them, and how to deal with any negative feedback that may come your way.

It’s all about creating a system that works for you and makes sure your reputation stays intact (and hopefully improves).

So, if you want to learn how to encourage and manage online reviews for your business, you’re in the right place!

Why are Online Reviews So Important?

Let’s break it down. Imagine you’re shopping for something online, whether it’s a new pair of shoes, a gadget, or a restaurant to try out.

What’s the first thing you do? Check the reviews, right? You want to know if others have had a good experience, if the product is worth the money, or if the food is as good as it looks in the pictures. It’s all about building trust.

Online reviews give potential customers an insight into what they can expect, and they help people make informed decisions.

For businesses, having a solid collection of reviews can help build that trust and attract new customers.

According to a study by BrightLocal, 79% of people trust online reviews as much as personal recommendations.

That’s a major reason why it’s essential to not only get reviews but also make sure they’re positive. A few negative reviews won’t ruin you, but a lot of bad feedback can make it much harder to win customers over.

How Do I Encourage Customers to Leave Reviews?

Now, let’s talk about how to actually get those reviews. You might have an amazing product or service, but unless you actively ask for feedback, people might not think to leave a review. Here’s how to make it easier for them and increase your chances of getting those 5-star ratings:

Ask for Them, But Ask Smartly
Sometimes, the easiest way to get a review is simply to ask for one. But timing is everything. Don’t spam your customers or bombard them right after a purchase. Instead, follow up with an email or text a few days after they’ve had a chance to use the product or service. Keep it short and to the point—let them know that their feedback matters and will help others. Something as simple as, “We’d love to hear your thoughts on your recent experience with us!” can go a long way.
Make It Easy
The simpler you make the review process, the more likely people will do it. Provide links directly to your review platforms (like Google, Yelp, or Trustpilot), so customers don’t have to go searching. Some businesses even create custom landing pages specifically for reviews, making the process as seamless as possible.
Incentivize Reviews (Without Paying for Them)
It’s against the rules to offer people money for positive reviews, but you can encourage feedback in other ways. Offering small incentives, like discounts or freebies for leaving a review (whether it’s positive or negative), can increase your chances of getting more reviews. Be sure to make it clear that you just want honest feedback, not just good reviews.
Leverage Social Media
If you have a social media presence, use it to your advantage. Post about how much you appreciate customer feedback and encourage followers to leave reviews. Social media platforms like Instagram and Facebook allow you to engage with your audience directly, which can boost the likelihood of them leaving a review on your website or another platform.
Use Your Website
You’ve got traffic coming to your website already, so why not encourage them to leave a review while they’re there? Have a section dedicated to customer feedback or testimonials. Add a banner or pop-up that asks for reviews after they’ve completed a purchase or after browsing your services. This makes it easy for them to leave their thoughts without having to go elsewhere.

How Do I Handle Negative Reviews?

So, what about the reviews that aren’t so glowing? First off, it’s important to realize that no business is perfect, and you’re going to get some negative feedback from time to time. But how you respond to those reviews is what really matters.

Stay Calm and Professional
No matter how harsh the review is, stay calm. Don’t take it personally, and don’t fire back with an angry response. Customers can tell when you’re defensive, and it doesn’t look good. Instead, thank the reviewer for their feedback and apologize if necessary. Show empathy and try to find a solution. If the complaint is valid, address it, and explain how you plan to make things right.
Respond Quickly
The faster you respond, the better. A quick response shows that you care about your customers’ experiences and that you’re actively working to improve. If you can resolve the issue quickly, the reviewer might even update their review, improving the situation.
Take It Offline If Necessary
If the issue is complicated or needs further discussion, politely ask the reviewer to reach out to you directly (via email or phone) to resolve the matter. This can help prevent the situation from escalating publicly and give you the chance to fix things behind the scenes.
Learn from It
Don’t just brush negative reviews off. Take the opportunity to learn from them. Is there a pattern to the complaints? Are customers consistently mentioning the same issue? Use this feedback to improve your product, service, or customer experience. Show future customers that you’re willing to grow from criticism.

How Do I Manage Positive Reviews?

While it’s important to handle negative reviews carefully, don’t forget about the positive ones! Here’s how to make the most of those great reviews:

Acknowledge and Thank Reviewers
If someone leaves you a glowing review, make sure to thank them! Responding with appreciation not only encourages them to keep supporting your business but also shows future customers that you value feedback. A simple “Thank you so much for your kind words! We’re glad you loved your experience with us” can go a long way.
Showcase Positive Reviews
Share your positive reviews on your website, social media, or in your marketing materials. Word-of-mouth marketing is incredibly powerful, and showcasing customer praise adds authenticity and trustworthiness to your business. Don’t be shy about showing off the good stuff!
Use Them to Improve Your Reputation
Having a collection of positive reviews can help improve your overall online reputation. It builds trust with potential customers who might be on the fence about trying your product or service. The more positive feedback you have, the more it helps push negative reviews into the background.

Frequently Asked Questions

Q: Can I offer incentives for customers to leave reviews?

Yes, but make sure you’re not paying for positive reviews. Incentives like discounts or giveaways can encourage customers to leave feedback, but the review itself should be honest and unbiased.

Q: How do I handle fake or fraudulent reviews?

If you spot a fake review, most review platforms allow you to report it. Make sure you provide evidence, such as purchase records, to back up your claim.

Q: Should I respond to every review?

It’s a good idea to respond to both positive and negative reviews. Acknowledging feedback shows customers you care, and it can help build a stronger relationship with them.

Q: Can I delete a bad review?

You can’t delete a negative review unless it violates the platform’s terms of service. But you can respond and try to resolve the issue publicly.

Conclusion

Managing online reviews is a vital part of growing your business and building trust with potential customers.

By encouraging feedback, responding to reviews thoughtfully, and using them to improve your service, you’ll be able to create a positive online presence.

But remember, it’s a two-way street. Reviews can make or break a business, so how will you encourage and manage them moving forward?