Learn how you can use negative reviews to build your reputation and help you stand out from the crowd. Get the script to respond
Pro Tip: Asking your customer for a review
Asking your customers for reviews can be tough. You don't want to seem pushy, but at the same time, you know that online reviews are important for your business.
Asking your customers for reviews can be tough. You don't want to seem pushy, but at the same time, you know that online reviews are important for your business. Here's a pro tip: the best way to ask for a review is to be grateful for their business.
At the end of every project, thank your customers and let them know that you would appreciate an honest review on Google or Yelp. Most people are happy to leave a review if they had a positive experience, and this method ensures that you'll get an increase in positive reviews. Here are some quick tips when asking for a review:
- Timing: Wait until the project is complete and the homeowner is satisfied with the work. This is a good time to ask for a review, as the homeowner is likely to be feeling positive about their experience, and excited about their new space.
- Personalize your request: Address the homeowner by name and personalize your request. This can help to build a connection and increase the likelihood that they will leave a review.
- Explain the importance of reviews: Explain how reviews can help other homeowners make informed decisions about their home remodeling projects. This can help to emphasize the value of the homeowner's opinion and encourage them to leave a review.
- Provide a link: Providing a link to your business's profile on relevant review websites, such as Yelp or Google Reviews, can make it easy for the homeowner to leave a review and increase the likelihood that they will do so.
- Thank the homeowner: Showing your appreciation ahead of time will help to build a positive relationship with the homeowner.
Which Customers Should You Ask to Review Your Business?
The reality is you just can’t please everyone no matter how hard you try, and not all of those who are happy with the results of their renovation will put forward the effort to review.
When asking for a review, remodeling contractors should focus on asking only homeowners who had a positive experience with their services. That includes clients who have recently completed a project, as they are likely to have a fresh memory of their experience. Sometimes it might be the professionalism of your crews they remember. Ask repeat clients who have worked with your company on multiple projects, as they are likely to have a positive relationship with your company and be willing to provide a more informative review. Plus, being long-term clients will give their reviews more weight. Also, clients who have referred other clients to your company, as they are likely to be enthusiastic about your services.
For easy reference, here is a sample letter you can use to ask for reviews:
Dear [Homeowner Name],
I hope this message finds you well. I wanted to reach out to you to thank you for choosing us for your recent remodeling project. We were honored to have the opportunity to work with you and to help bring your vision to life.
If you have a moment, I would like to request your feedback on your experience with our team. Your feedback is incredibly valuable to us as we work to provide the best possible service to our clients.
If you are able to leave a review for us on [Review Platform/link], it would be greatly appreciated. We would love to hear your thoughts on the quality of our work, the professionalism of our team, and any other aspects of your experience that you would like to share.
Thank you again for your business and for considering our request for a review. We truly value your feedback and hope that you will consider us for any future remodeling projects that you may have.
What to Ask for in a Customer Review
Be specific in your request—what do you want them to highlight in their review?
Making sure happy customers are the priority is key to any successful business, so being specific about what you want your customers to look at and review is essential. This could be requesting an honest and fair assessment of the quality of a product or service provided, ensuring it was delivered on time and generated a positive experience. By being direct in your request, customers can have full confidence that everyone involved will benefit.
Here are some tips for making specific requests for reviews:
- Identify the platform: Specify the platform where you would like the homeowner to leave a review, such as Google, Yelp, or Facebook. This can help to ensure that the homeowner leaves a review where it will be most effective for your business.
- Specify the type of review: Be specific about the type of feedback that you are looking for. For example, you may want the homeowner to focus on the quality of the work, the professionalism of the contractor, or the overall experience. This can help to ensure that the homeowner provides the type of feedback that is most useful for your business.
- Provide examples: Provide examples of what a good review looks like, such as a review that mentions specific aspects of the service or highlights the value provided. This can help to guide the homeowner in providing the type of feedback that is most useful for your business.
Should you Offer Something in Exchange for a Review?
It is generally not recommended to offer incentives or rewards in exchange for a review. In fact, some review platforms, such as Yelp, have strict policies against offering incentives for reviews and doing so can result in penalties.
Instead of offering incentives, remodeling contractors should focus on providing high-quality service and delivering a positive experience for their clients. By focusing on quality and professionalism, remodeling contractors can build positive relationships with their clients and encourage them to leave reviews based on their genuine satisfaction with the work that was completed.
That being said, it is appropriate to thank clients for leaving reviews and to show your appreciation for their feedback. This can help to build a positive relationship with the client and demonstrate your commitment to providing excellent service. By being professional, polite, and personalized, remodeling contractors can encourage clients to leave reviews and build credibility for their business without the need for incentives or rewards.
Turning a Negative Review Into a Positive
No one likes getting bad reviews, especially if they feel they provided great service. Home improvement projects are no different. Kitchen and bath remodels are time-consuming and require patience and understanding while their home is in disarray. Positive reviews are beneficial for social media, as they build credibility for your work. Most consumers say a negative review has convinced them to avoid the business. On the other hand, a negative review can actually help your business provided you handle it right. Here are some steps to follow:
- Respond promptly: Respond to the negative review promptly and in a professional manner. This can help to show that you are taking the homeowner's concerns seriously and are committed to resolving the issue.
- Apologize and acknowledge the issue: Apologize for any inconvenience or dissatisfaction that the homeowner experienced and acknowledge their concerns. This can help to show empathy and build a positive relationship with the homeowner.
- Offer a solution: Offer a solution to the homeowner's concerns. This may include offering a refund, redoing the work, or providing additional support or resources. Make sure that the solution is reasonable and addresses the homeowner's concerns.
- Follow up: Follow up with the homeowner to ensure that the solution has been successful and that they are satisfied with the outcome. This can help to show that you are committed to providing excellent service and can help to rebuild trust with the homeowner.
- Encourage positive reviews: Encourage satisfied homeowners to leave positive reviews to offset the negative reviews. This can help to demonstrate that the negative review is an outlier and that your business is committed to providing high-quality service.
Follow Up After a Review
Always be sure to thank a customer for reviewing your business. Their time, energy, and effort is invaluable to helping make your business a success.
Here is a sample thank-you letter that a remodeling contractor might use to thank a homeowner for leaving a review:
Dear [Homeowner Name],
I wanted to take a moment to express my gratitude for the review that you recently left for us on [Review Platform]. Your feedback is incredibly valuable to us as we work to provide the best possible service to our clients.
I was thrilled to read about your positive experience with our team and to hear that you were satisfied with the work that we completed. We take great pride in our commitment to quality and professionalism, and it's always rewarding to hear that our efforts are appreciated.
Thank you for taking the time to share your feedback with us. We truly appreciate your support and hope that you will consider us for any future remodeling projects that you may have.
Asking for a review can be daunting, but it doesn't have to be! By following these simple steps, you can get the reviews you want without any hassle. And remember, acknowledging when they do leave a review is always appreciated—their time is valuable! So make sure to thank them for their help once you've got your great new review.