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Responding to client objections about online reviews

The following post highlights a few common client and customer objections when it comes to Online Reviews.

Note: This is by no means intended to be a complete Guide, but rather a quick FAQ covering the most frequently asked questions when it comes to responding to client rejections.

rejections

    I don’t need Online Reviews!

    1. Increased Sales and Conversion – Online reviews ultimately increases sales. Customers trust online reviews the same way as they do personal referrals.

    2. Understand and Better Serve Your Consumers – Online reviews can tell you whether you are doing a good job or what you are doing wrong and how to improve your service.

    3. Improve Rankings – Google takes online reviews as a life sign of your business. Reviews are playing an ever increasing roll in helping you rank high.

  • Too Expensive!
    “Retaining or gaining just one customer a month will pay for reputation management.”
    Getting a new customer is 6x more expensive than keeping an existing one!

    The impact of negative reviews will cost you more than the $30/month or $1/day.

  • Not sure where to start!
    Huge opportunity here if you are a consultant! Help the Business owners set-up an online testimonial capturing process. We’ll cover more on how to do it later in this session! If you are a business owner check out GetFiveStars.com .
  • Not enough time and too complicated:
    Fair point it does seem a little overwhelming. It is possible to set up a custom contact form to capture testimonials and to manually enter Testimonials and Reviews into a Website. However, this may not be time or cost effective. Let alone the technical hurdle of getting the Schema.org code correctly to have Google recognize the content as Reviews. It might be better to use a Reputation Management tool like www.getfivestars.com which is perfect for the business owner and the consultant alike.
  • I don’t have my customer’s email.:
    That’s OK. Many businesses don’t have email addresses for their customers.
    Now is a great time to start collecting them!Some companies just use a clipboard, and ask their customers to add their name and email address after their visit. Ultimately this depends on the type of business you have, but collecting email addresses from your customers is a best practice for any business, and can lead to better customer relationships and more repeat business.

    Additional Tips when using GetFiveStars: GetFiveStars works great on mobile devices like iPhone, Android phones, iPads, etc. so you can just add the customer’s name and email address right while they are in your office.

    GetFiveStars also provides a short direct feedback “URL” unique to your business. The URL can be added to printed media, invoices, bills, tabs, receipts, business cards, QR codes, SMS etc – and does not require you to know the customers email or name.

  • I am afraid of bad or negative reviews:
    Embrace Negative Reviews! No seriously. Negative Reviews Can Help Your Business. Potential customers tend not to trust an all 5 star review rating.Negative Reviews are a golden opportunity! Look at Amazon.com who places the worst review next to the best review. Negative reviews can even create loyalty from people who had a good experience and make them more inclined to leave a review on their own.

    • Negative Reviews create trust and credibility
    • Negative Reviews provide you feedback on how to improve your service, product and/or offerings.
    • Negative Reviews can improve your SEO
    • Negative Reviews often trigger people to leave positive reviews

You may also enjoy our “Quick Guide” on “Selling GetFiveStars to your Clients

Follow our Blog for more posts on the subject of Customer Feedback, Online Reviews and Reputation Management.

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