Alongside your own website and social media channels, reviews are one of the most important aspects of your online presence. They may even be the first thing potential customers see when they’re looking into your business. In a recent survey commissioned by Yelp, 72% of respondents who read reviews say it’s rare for them to visit a new business without checking online reviews first.
While growing your small business, there’s no question that this form of customer feedback is key to attracting new customers and strengthening existing relationships. So how can you get more customers to leave reviews for your business?
Ultimately, the most effective way to inspire customers to leave reviews, according to reviewers themselves, is by creating a memorable customer experience with every interaction. Discover what some Yelp users look for from business owners when deciding to leave a review.
Connecting with customers on a personal level
In order to build genuine relationships with your customers, it’s important to ask about them and what brings them into your business. By learning about your customers on a personal level, they’ll feel valued and likely more inclined to share their experience on your Yelp Page.
Yelp reviewer Reggie M. said he had a meaningful experience at Boite de Fleurs in Phoenix when they connected with his son, making his interaction with the business even more special.
“They gave me an experience, and they gave him an experience,” Reggie said. “You don’t find that everywhere. And it was to try to make the connection. They were seeing he identified with Cocomelon, so they were putting things on little screens where he could watch it, and it was just excellent.”
Listening to (and implementing) customer feedback
While it might feel scary as a business owner to receive constructive criticism, it can be just as helpful as positive feedback for building your business. By showing customers you value their opinions and perspective, they’ll be more likely to remember their experience, share it with others, and return to your business.
After seeing some of the waste produced at Ruby Jean’s Kitchen & Juicery in Kansas City, Missouri, Yelp reviewer Jes S. brought up her environmental concerns to the staff. She said the owner listened to her concerns with care and compassion, and she could tell the shop would make positive changes as a result.
“I was compelled to write to them about the styrofoam and recycling because the environment is very near and dear to me, and I just wasn’t sure whether or not they were aware or if that was something that eventually they would be working towards,” Jes said. “The next time that I visited, there were the recycling bins and my food was no longer served in styrofoam. I was so happy to know that a business owner would take into consideration something that a customer said.”
Prioritizing customer comfort
To ensure a satisfactory customer experience, it’s essential to make customers feel comfortable, no matter what service you’re offering. Especially when customers are facing a new experience, you have the opportunity to alleviate any anxiety they may feel in order to win their business and inspire them to write reviews.
Before going into Aligned Modern Health, an integrative healthcare practice in Chicago, Yelp reviewer Atiyah S. was worried about trying a new experience that so closely involved her health and body. She said her connection to the business helped alleviate her concerns, and she felt compelled to share this positive experience on Yelp.
“Going in and getting treatment can be a really scary thing for people. It can be a really sensitive issue for people, and they just make you feel so comfortable the minute you walk through the door,” Atiyah said. “You feel okay asking questions that you might feel scared about asking. There’s no stupid question or wrong question.”
Educating customers on your process
To help customers get a better understanding of your business and how you operate, it’s helpful to walk them through your process, especially if you are offering a service. This will make them feel more confident in your business, and therefore more likely to leave a review.
In deciding to leave reviews, Kayla J., a Yelp reviewer of Dogue Spa in West Hollywood, California, places great importance on the business owner being trustworthy, confident, and responsible. When getting her dog groomed, she said it helps when the staff members at Dogue describe what they will be doing before they start.
“I definitely think, even from the first interaction of going to Dogue, just by talking to the business owner and him getting to know, not only me, but also my dog, I think that helped me have trust,” Kayla said. “Just each time, each interaction, it got better. They got to know us.”
Regularly responding to online reviews
The customer experience extends even after customers walk out the door or the service has ended. Responding to reviews shows customers you value their opinion and the time they spent writing reviews.
If customers see you value reviews and regularly respond to them, they may be more likely to leave a review themselves. When Beth C. reviewed Botanica Skin and Brow Studio in Albuquerque, New Mexico, she said the prompt response she received made her feel heard and showed the professionalism of the business.
“[The owner, Kristin,] did respond right away. She definitely has a lot of positive reviews, so she just seems very on top of her business,” Beth said. “It makes you feel important in a way, like your words are significant and that you are helping other people find their business.”
Put yourself in your customers’ shoes to see how you can make their experience more meaningful. By taking these important steps to build customer trust and strengthen relationships, you will create an environment that inspires customers to leave reviews on your Yelp Page.
These lessons come from an episode of Behind the Review, Yelp & Entrepreneur Media’s weekly podcast. Listen below to hear from these reviewers, or visit the episode page to read more, subscribe to the show, and explore other episodes.
The information above is provided for educational and informational purposes only. It is not intended to be a substitute for professional advice and may not be suitable for your circumstances. Unless stated otherwise, references to third-party links, services, or products do not constitute endorsement by Yelp.