Why should your business care about getting good reviews and how can you get them?
The bad review, a business owner’s worst nightmare. You get one dissatisfied customer and suddenly your whole brand is tainted.
A 2015 survey conducted by Bright Local found that a staggering 92% of consumers now read online reviews, up from 88% in 2014.
68% said they were more likely to trust a business if they saw positive reviews while only 13% would consider using a business that only had a 1 or 2-star rating.
Given that the survey also noted that star ratings were the number one factor used by consumers to judge a business, this is why you should care about the good review.
At Love Energy Savings, we know a thing or two about getting good reviews. Since 2007, we have received over 1,200 reviews from our customers on Trustpilot. On average, we have been deemed ‘Excellent’, at 9.6/10, and boast a 5-star rating.
But it is not all just meaningless stars and ratings, we can back this up with customer retention statistics; 84% of our existing customers renew their energy contracts through us.
We are great advocates of customer loyalty, focusing on building relationships rather than putting all our efforts into acquisition. You can read more about that here.
So how do we get such good reviews?
Put the customer first
We firmly believe that the reason our customers love us is because we are ‘simply better’ at what we do. We love our customers and we want them, in turn, to love the savings we can make for them. We encourage those businesses that we have helped to leave reviews so that we can spread the word about how quick and easy it is to switch your business electricity and gas with us.
On average, businesses who have not compared and switched with us are overpaying by a huge 40%, and in the current economic climate, that is an additional spend no self-respecting business owner can justify.
Ultimately, you need to provide a good service that makes your customers’ lives easier, giving them the best possible experience, and being on hand after the sale has been done, to continue nurturing that relationship, making the consumer feel valued.
Don't be embarrassed to ask
We know that our energy consultants take customer satisfaction very seriously, and they will do everything they possibly can to ensure they provide the lowest energy prices that suit the individual customer’s needs. That’s why they are not embarrassed, at the end of the call, to request a review.
If you are confident that you and your employees are providing the best possible experience to customers, there should be no reason why they would not want to leave a positive review. All you need to do is ask.
It is a classic British trait to shy away from asking for praise, but not only does a good review aid your business’s reputation, it also boosts employee confidence. We have seen first-hand that, when one of our energy consultants receives personalised praise, they start to believe that they really are the best at what they do. This in turn increases engagement and productivity, as they seek to gain more reviews from the customers they speak to.
It’s a win-win.
Accept the bad along with the good
It is important to acknowledge that there will always be bad reviews. You can try as hard as you like but there will always be one customer, or one misunderstanding which could result in dissatisfaction and a 1-star review. What is important, in this instance, is how you respond.
Never ignore a bad review!
There is sense in the old adage that the customer is always right, so take the time to speak with the customer in question; why are they dissatisfied, what caused their grievance, and how can you make amends while ensuring it doesn’t happen again?
Showing an interest, and trying to repair the damage, can sometimes turn a bad review into a good one. Helping an angered or upset customer will show that you are dedicated to putting the customer first and that, instead of sticking your head in the sand, you are willing to confront the issues head on and make moves to resolve them.
A couple of bad reviews also shows that the review page is real. Nobody is perfect, and 5-star review after 5-star review can sometimes look fake and orchestrated, so don’t be perturbed or disheartened. Carry on trying your best for the customer and the good reviews will come.
Shout about it
Don’t hide your light under a bushel; if you get good reviews, shout about them. We share our Trustpilot profile with our customers, and feature it on our website, because we are proud of it.
Reviews are there to be seen, and they are a great way of communicating positively with your customers without shoving USPs and sales messages down their throat. They are real reviews from real people who have had a real experience with your company.
Let them shout about you!
To read some of our reviews you can visit our Trustpilot page here.
Want to experience our market-leading business energy price comparison service first-hand? Simply enter your postcode here to compare prices and either buy online or request a call back from one of our experienced energy consultants who would be more than happy to talk you through the options available.