From the time we’re very young, there’s one thing that helps us try something new — seeing someone we love and trust enjoying it.
That doesn’t change when we get older, although we may no longer see people trying things in person. Instead, we rely on them to tell us about their adventures. Then, we consider whether we want to do that as well.
Online reviews are just another way that we “listen” to people talk about what they love. Reviews help us decide a product or service is of high quality, and give us the courage to try new things.
If you want to grow your café or coffee shop quickly, leverage the power of online reviews.
People Love — and Trust — Online Reviews
84% of people trust an online review as much as the recommendation of a friend. That’s why it’s so important to get your customers and clients to share their experiences online.
Don’t be afraid of a negative review. As long as you respond appropriately, a bad review may build trust. People will see that you care about what happened, and your reviews won’t look unnaturally high.
Where no one has anything bad to say, people begin to wonder if the reviews are real!
Where Should You Focus Reviews?
There are dozens of review sites, and it can be hard to decide where to focus when asking for online reviews. Here are a few tips to help you make the decision.
Think about where your customers spend the most time. If they are on social media a lot, Facebook reviews are a wise choice. If not, you’re better off focusing on general sites like Yelp and Google or on industry-specific areas where patrons spend time.
Google is an especially powerful place to list reviews, and we recommend that everyone use it as your “home base” for reviews and feedback. The key reason is that when you have positive reviews on your Google My Business page, your website will rank more highly in search results.
The search engine optimization (SEO) impact of reviews is often overlooked, but it’s real. If you only pick one review site, make it Google.
Encourage Customers to Leave Reviews
How do you get people to leave a review for you? There are several steps you can take.
First, make it easy. Decide on one or two places where you want to build your review profile. Perhaps you decide on Google Business and Facebook. When you ask for reviews, say, “Would you leave a review for us on Google or Facebook? It would mean a lot.”
That allows them to take action much more easily. The less uncertainty customers encounter, the more likely they are to create a review.
Second, ask consistently. You can ask for reviews in many ways. The cashier can request it when handing over the receipt. You can have table tents that remind people to leave a review.
You might even include it in your email marketing, or send a push message using your digital loyalty card with Loopy Loyalty.
Check out these 11 other tips to encourage customers to leave a review online.
Leverage the Reviews You Receive
Once someone leaves a public review on a site like Google, Yelp, or Facebook, you can take advantage of their praise and use it throughout your marketing. Of course, you’ll want to shorten their name to help with anonymity.
Use reviews on your website, as part of your print marketing, or even on social media.
The more than others see positive reviews of your café, the more likely they are to visit you. The endorsements are powerful!
Stay on Top of Your Reviews
Even when you aren’t purposefully building your marketing, it’s essential to be aware of the reviews you receive. Of course, it’s always a boost to see someone praising your business and your service.
However, negative reviews are also critical. They should be treated as a customer service opportunity and handled right away. The best thing to do is to apologize and ask them to contact you directly to resolve the problem.
This takes the discussion off-line where it’s no longer public, but shows that you care about issues and are quick to help your customers. These kinds of responses help you build a positive reputation even from low ratings.
Don’t forget to respond to positive reviews as well! A quick thank you is perfect, or if you have time you can express a longer message of gratitude. Always end by inviting them back, of course.
Reviews Are Powerful
Reviews are a powerful resource for all businesses. They help people decide your café is someplace they’d like to try. When you focus on one or two review sites, ask consistently, and leverage your reviews, you can bet that your café will grow.
