The July/August issue of Floral Management has tips for getting five-star reviews.
Online reviews hold amazing sway over shoppers. According to research by the SEO marketing company Moz, 96 percent of people read reviews and 86 percent cite reviews as the most important factor in whether they trust a business.
Lest a disgruntled customer leave a scathing review that can sink your reputation, it’s wise to stockpile glowing ones. In the July/August issue of Floral Management, marketing expert Dan McManus shares how you can coax satisfied shoppers to leave a five-star review — and prevent negative reviews from appearing in the first place.
McManus, founder and president of TeamFloral, recommends emailing a two-part review request to every purchaser. The first part is a satisfaction survey with a one to 10 rating. When a customer rates the experience nine or 10, the email directs them to a page requesting a review with a convenient link to your Google page.
If the customer rates your business an eight or lower, the email sends them to a different landing page with a link to Google — but, most importantly, with an apology that their experience was less than stellar. “Provide your name and number and the request that they call you personally and allow you to make it right,” McManus says. “The apology serves to diffuse anger and almost always prevents a low rating review.”
For more information, including rules for texting review requests and avoiding the spam folder, read “Five-Star Power” in the July/August issue of Floral Management.
Katie Vincent is the senior contributing editor for the Society of American Florists.
