Word of mouth is likely the most influential home care marketing tactic. But word of mouth can and does travel a bit differently today. The vast majority of consumers now turn to review sites to see what other customers have to say about a business. Research shows that 88% of consumers trust online reviews as much as personal recommendations, and 72% report that positive reviews make them trust a business more. Yet many in-home care providers find themselves asking, “How do I respond to a negative review?” and, “How do I get more clients to leave positive reviews?” We’ve got the answers…
How to Handle Negative Online Reviews
A bad home care agency review stands out, and it seems like those who’ve had a negative experience are the ones who make a beeline for review sites. Still, online reviews are a must-have, and negative reviews present an opportunity to build stronger relationships. Responding promptly and courteously, and offering to fix the situation, often results in a change of heart on the client’s part, as well as a change of the review! Responding right away shows customers you value their opinions and will go the extra mile to make them happy. It also shows other consumers that your agency cares about righting wrongs and satisfying customers.
How to Get More Positive Online Reviews
Recent studies show that 85% percent of consumers are satisfied once they read up to 10 online reviews of a local businesses. This means it’s important for home care agencies to ensure their top 10 reviews are largely positive. Happy clients are your agency’s greatest asset, but often they don’t take time to post a glowing review. So how can you get more satisfied clients to review your business online?
- Set up Profiles on Review Sites: Your clients can’t review your business if they can’t find it, so first and foremost, make sure you have profiles set up for your company on the top review sites: Google+, Yahoo, Yelp, Facebook, etc.
- Ask for Reviews: The best way to increase the number of reviews for your in-home care business is to simply ask. Your clients understand how important reviews are to your agency, and if you’ve given them great service, they’ll be happy to give you a glowing review in return.
- Make It Easy to Leave Reviews: Don’t make clients and family members go out of their way. Make reviewing easy. Put direct links to your review profiles in multiple places, like your email signature, newsletter, and on your website.
- Use RISE to Generate More Positive Client Reviews and Manage Your Online Reputation: RISE (Reputation Improved – SEO Enhanced) is corecubed’s new reputation management system that helps busy senior care providers generate more positive client feedback and turn it into online reviews that improve your agency’s reputation and enhance SEO for your website. With our RISE system, clients receive emails asking them for feedback. Clients who give positive feedback are then asked to review your agency on the online review sites of your choice, and the system makes it easy for them to do so. Customers who leave negative feedback are routed to a page asking for suggestions on how to improve, allowing their concerns to be heard and giving you an opportunity to improve your service. Win-win.
Online reviews are a top home care marketing consideration in today’s digital world. Reading, comparing, and writing online reviews is an essential part of the consumer decision process, and in return, has a significant effect on the success of your home care business.
To learn how our RISE online review generator and reputation management system can help your in-home care business reach for the stars. Simply call us at 800.370.6580 x1 or fill out our contact form to learn more.