Are reviews on sites like Google, Facebook and Trip Adviser better than referrals?

I was asked the other day by a client what is the difference between a referral and a review on Google, Facebook, and Trip Advisor, and I have to admit I spent a good couple of minutes coming up with the answer.

Then it occurred to me

饾槩 饾槼饾槮饾槯饾槮饾槼饾槼饾槩饾槶 饾槳饾槾 饾槩饾槸 饾槳饾槸饾槬饾槳饾樂饾槳饾槬饾樁饾槩饾槶 饾槼饾槮饾槫饾槹饾槷饾槷饾槮饾槸饾槬饾槩饾樀饾槳饾槹饾槸 饾槯饾槼饾槹饾槷 饾槹饾槸饾槮 饾槾饾槩饾樀饾槳饾槾饾槯饾槳饾槮饾槬 饾槫饾槶饾槳饾槮饾槸饾樀 饾樀饾槹 饾槾饾槹饾槷饾槮饾槹饾槸饾槮 饾樀饾槱饾槮饾樅 饾槵饾槸饾槹饾樃.

They believe the product or service that they purchased and are happy with might also be suitable for their friends, family members, or colleagues.

饾槇 饾槼饾槮饾樂饾槳饾槮饾樃 饾槹饾槸 饾樀饾槱饾槮 饾槹饾樀饾槱饾槮饾槼 饾槱饾槩饾槸饾槬 饾槳饾槾 饾槩 饾槼饾槮饾槫饾槹饾槷饾槷饾槮饾槸饾槬饾槩饾樀饾槳饾槹饾槸 饾樀饾槱饾槩饾樀 饾槳饾槾 饾槳饾槸 饾樀饾槱饾槮 饾槺饾樁饾槪饾槶饾槳饾槫 饾槬饾槹饾槷饾槩饾槳饾槸 on a website or review platform.

Reviews are usually a heartfelt and an in-the-moment expression of satisfaction or dissatisfaction with the product or service the customer has just experienced.

The big difference is that once a customer has left a review it is there on the site for everyone to see.

It continues to generate new customers day in and day out. So whilst a referral may directly lead to more business initially a good 5-star Google review for example could be responsible for many appointments and sales in the future years to come.

You can ensure you get as many reviews & referrals as possible simply by asking customers for them.

When a customer is happy with the service you have provided they are usually more than happy to recommend you to others (by word of mouth) or the digital equivalent is to post a review on a review site or sites.

We have found the best way to get reviews is to send a 2-way text message to the happy client asking them if they would be kind enough to leave a review on either Google, Facebook, or another review site.

This should be sent out around 30 mins to an hour after the sales meeting has been completed. It should be in the form of "an initial thank you for their custom" and then a simple question "Would you be happy to leave us a review? ..."

Nothing complicated or pushy just a simple request. By getting the timing right most people who are pleased with the service they have received from your company will be happy to leave a review.

It for any reason someone is unhappy which you hadn't been made aware of you now have the opportunity to appease the disgruntled customer.

By automating this entire process you can obtain many more reviews without appearing needy or desperate. So why not start automating the review request process in your business?


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