Why Are Customer Reviews Important?
Customer reviews are insanely important for your business as they provide social proof to potential new customers. While 84% of millennials do not trust traditional advertising, over 99.9% of customers read online reviews and 96% look especially for negative reviews. If your business has 0 reviews, it will be very difficult to win the trust of potential customers and get them to decide for you instead of a competitor.
While customer reviews directly influence your conversion rate, they also influence your online visibility. Google shares the same view as customers: reviews matter! Thus, businesses that have a steady flow of (good) customer reviews and are on top of also responding to these reviews will automatically be ranked higher in the local search results. Reviews are a very important ranking factor and should be at the top of your list if you are aiming to get new customers, guests or clients.
Why Are Reviews With Text Most Valuable?
While you should aim for positive reviews, regardless of with or without text, long-form reviews (reviews with more than 140 characters) are considered the most helpful ones. A study by TripAdvisor showed that 88%of respondents rated long-form reviews as highly important. But reviews matter for all businesses (not only in the hospitality sector) as a study by Yelp revealed that 83% of consumers stated that they trust written reviews more than a simple star review. This makes total sense as potential customers want to understand the reason behind the positive or negative review. Before visiting a location, booking a service, or buying a product they want to know if the business can fulfill its promises and is worth their time and money.
Nevertheless, a review with just a star rating is still more valuable than no review at all! Thus, let’s dive in on how to get your customers to leave a review!
How to Encourage Customers to Leave Reviews?
Here are 14 proven ways to help you get customers to leave a review.
- Make it a habit to ask
- Claim your Google Review link
- Set up a follow-up e-mail flow
- Incentivize your staff/team to encourage reviews
- Create a QR code
- Print flyers, brochures, or signs with your QR code
- Show you care about your customers by responding to previous reviews
- Provide a template/prompt for writing a review
- Emphasize the importance of reviews
- Incorporate review requests in your loyalty program
- Personalize your requests
- Show customer testimonials on your website
- Create stories and posts for social media with recent reviews
- Re-target returning customers who haven’t left a review yet
Let’s look at each of the steps in detail.
Make It a Habit to Ask
You need to internalize the habit of always asking your customers for a review. This can be anything from a personal conversation to a follow-up email (we will explain all the steps in the following). Customers will be less likely to leave a review unsolicited, and if they do, in many cases, it’s a negative one. Thus, you need to make it part of your day-to-day tasks (and of your entire team) to ask your customers for reviews.
Claim Your Google Review Link
Each Google Business Profile has its own unique review request link that leads directly to the review section, making it easier for customers to leave a review on your profile. Similar review platforms use the same approach.
- Go to your GBP
- Navigate to the Menu
- Click on “Ask for reviews”
- Copy the link The link is always the same, thus, you do not need to copy it once and can send it to all your customers.
3. Set Up a Follow-Up Email Flow
Whenever you receive a booking, reservation, or similar, you will already have your customer’s email address. You can send a follow-up email after their visit or appointment and ask them how they experienced their stay. Make sure you include the link to your GBP prominently in the email.
4. Incentivize Your Staff/Team to Encourage Reviews
While you are not allowed to incentivize your customers to leave a review (aka buying reviews), you can incentivize your team to always ask for reviews whenever there is a good opportunity. Each time a customer leaves a review after a staff member has encouraged them to do so, that staff member will receive a reward.
Our tip: With a review management tool like the one Obenan offers, you can create QR code campaigns that track how many reviews each staff member generates. For this approach, a unique QR code is generated for each staff member. In your dashboard, you can monitor how many reviews are left via the different QR codes. You can also monitor how many positive and negative reviews have been left per QR code.
5. Create a QR Code
As mentioned in the previous point, you should create a QR code for your review request link to make it even easier to share with customers at your location. When using Obenan, the QR code can be created automatically when setting up a review request campaign. If you want to use the GBP review link directly, you can use a free QR code generator to create a suitable QR code for sharing with your customers.
6. Print Flyers, Brochures, or Signs with Your QR Code
To share the QR code that leads to your review section, print it on basically everything that you physically share with your customers. Think about flyers, brochures, and even receipts or signs at the exit doors. You want to prompt customers as much as possible to leave a review while they are at your location (without being too aggressive about it, of course).
Also interesting to learn more about: How to optimize your Google Business Profile to get more customers?
7. Show You Care About Your Customers by Responding to Previous Reviews
A study by Yelp revealed that 70% of customers are more likely to leave a review when they see that the business is responsive to incoming reviews. This makes total sense - why would they leave a review if nobody cares? By responding to reviews, you show that you care about your customers, are listening to them, and are either thankful for positive reviews or willing to improve your services after receiving negative feedback.
Our tip: Responding to reviews doesn’t have to be difficult. With the Obenan Review Management Tool, you can automate your review responses completely and let our AI respond in your brand’s tone of voice. This way, you’ll not only never miss responding to a single review, but you’ll also be able to respond within one hour, which can positively impact your overall online visibility.
8. Provide a Template/Prompt for Writing a Review
Sometimes you simply don’t know what to write. We all know it, and your customers will feel the same. By providing a small template or prompts, you can not only steer them in the right direction for leaving a favorable review but also help them come up with the right words.
Prompt Examples
- "What did you enjoy most about your experience with us? Was there a particular product, feature, or team member that stood out? We'd love to hear about it!"
- "How did our product/service help you solve a problem or make your life easier? Please share any specific details that made a difference for you."
- "If a friend asked about your experience with us, what would you tell them? Feel free to share any highlights or memorable moments!"
- "What made you choose us, and did we meet or exceed your expectations? Your honest feedback helps others in their decision-making!"
- "Was there anything about our product/service that surprised you in a good way? We'd love to know what stood out or exceeded your expectations."
9. Emphasize the Importance of Reviews
No matter how you request a review, make sure that you emphasize its importance. The best way is to appeal to the customer’s emotions. Phrases like “Your opinion matters to us” or “Your feedback helps other customers make the right decision” work best, as they signal to your customers that a review will truly impact others and directly benefit your business. Use one of these emotional phrases in each conversation, email, or wherever you request a review.
10. Incorporate Review Requests in Your Loyalty Program
In addition to follow-up e-mails, you can also add a review request to your loyalty program. Loyal customers are already committed to your business and are more inclined to leave a review. Furthermore, the chance of a positive review is higher as return customers are perceiving your service as good (otherwise they wouldn’t be loyal and stepping over to a competitor).
11. Personalize Your Requests
Nobody wants to receive generic emails that lack emotion, personality, and value. So, if you decide to send review requests via email, make them as personal as possible. Always address your customers by their names or mention the exact service they booked (if applicable). The more you’re able to personalize the email, the better. Depending on the size of your business, personalization becomes more challenging as your customer base grows. However, aim for some personalization by using a review management tool that can automatically personalize templates (e.g., insert the customer’s first name).
12. Show Customer Testimonials on Your Website
We already talked about how responding to reviews shows that you care about your customers and value their feedback. Displaying customer testimonials on your website adds even more appreciation to the mix! By showcasing these testimonials on your website, you not only demonstrate how much you value them but also indirectly encourage other customers to leave one as well.
13. Create Stories and Posts for Social Media with Recent Reviews
In addition to your website, you can also showcase customer testimonials on your social media channels. Create a post or story to share with your followers. This way, you demonstrate across multiple platforms that you highly value customer feedback and can increase trust among your followers as they see that others had a great experience with your business.
Also interesting to learn more about: 8 Instagram Hacks to Get More Followers
14. Retarget Returning Customers Who Haven’t Left a Review Yet
If you keep a good overview of your customer outreach for review requests, you can remind those who haven’t left a review yet. Send a follow-up email or remind them at their next visit or appointment. Make sure not to spam customers with review requests. If, after one or two reminders over several months, they still haven’t left a review, you should refrain from reminding them again. After all, unfortunately, not everyone can be convinced to leave a review.
Example Scenarios with Text You Can Copy to Ask Customers for a Review
Now that we’ve covered proven ways to ask for reviews, we have some useful text and conversation templates for you that you can copy and personalize. Let’s get your business those reviews!
Encourage Reviews in Person
If a satisfied customer or client is about to leave your location, make sure to use the moment to slip in a gentle review request during your final wrap-up conversation.
If the customer doesn’t naturally bring up a topic that would lead to a review request, try steering the conversation in that direction with the following prompts:
- Did you find everything to your satisfaction?
- It was wonderful having you with us! If there’s anything we could do to make your next visit even better, please let us know.
- Was this your first time with us? If so, we hope we made a great first impression! How was everything for you?
Example You Can Use
Customer: That was one of the best pizzas I've ever had! The funghi was just perfect, so fresh and flavorful! Staff Member: Oh, that’s wonderful to hear! Our chef will be thrilled to know you enjoyed it so much! We put a lot of love into our Funghi pizza. Customer: You can taste it! Really, it was fantastic. Staff Member: Thank you so much! If you have a quick moment, would you mind sharing your thoughts in a review? It really helps others discover us, and I know our team would appreciate it. Customer: Sure, I’d be happy to! Staff Member: Great! (pulls out a small flyer with a QR code) Just scan this code, and it’ll take you right to our Google page. You can leave a few words, and you’re all set. Customer: (takes out his phone and scans the code) Oh, that’s easy. I’ll leave a review now. Thanks for the great meal and the fantastic service! Staff Member: Thank you so much! We can’t wait to welcome you back for more pizza soon!
Encourage Reviews Post-Purchase / Post-Appointment
If a customer made a purchase at your store, a client had an appointment, or a guest enjoyed a nice meal or stay at your hotel, provide them with a small thank-you card or flyer.
Example You Can Use
Below, you can see an example of a thank-you card that includes a QR code, making it easy for customers to leave a review. Hand this out to all your clients, guests, and customers after a successful visit.
Encourage Reviews Via E-Mail
After a guest has booked a table at your restaurant or a room in your hotel, for instance, you can send them a follow-up email and ask them to rate their experience. Make sure you send the email a short time after their visit so their emotions and (hopefully) their excitement are still fresh.
Example You Can Use
Example 1: Restaurant
Subject: We Hope You Enjoyed Your Visit at [Restaurant Name]
Hi [Customer's Name], Thank you for dining with us at [Restaurant Name]! We hope you had a fantastic experience and that everything - from the food to the atmosphere - was just what you were hoping for. We’d love to hear your thoughts! Your feedback helps us continue to improve and gives future guests a taste of what they can look forward to. If you could take a moment to rate your experience, it would mean the world to us.
Leave Your Review Here [Link to your GBP Review Section]
Thank you again for choosing [Restaurant Name], and we can’t wait to welcome you back soon!
Warm regards, The [Restaurant Name] Team
Example 2: Hotel
Subject: We Hope You Enjoyed Your Stay at [Hotel Name]
Hi [Guest's Name], Thank you for choosing [Hotel Name] for your recent stay! We hope you had a memorable and comfortable experience, with everything from our amenities to our hospitality meeting your expectations. We’d love to hear your thoughts! Your feedback helps us improve and gives future guests a glimpse of what they can look forward to. If you could take a moment to rate your stay, it would mean the world to us.
Leave Your Review Here [Link to your Google Business Profile Review Section]
Thank you once again for staying with us, and we look forward to welcoming you back in the future!
Warm regards, The [Hotel Name] Team
Example 3: Hairsalon
Subject: We Hope You Loved Your Visit to [Salon Name]
Hi [Client's Name], Thank you for visiting [Salon Name]! We hope you left feeling refreshed and thrilled with your new look. Our team loved having you, and we’d love to hear about your experience! Your feedback helps us provide the best possible service and lets future clients know what they can expect. If you have a moment, we’d be grateful if you could rate your visit.
Leave Your Review Here [Link to your Google Business Profile Review Section]
Thank you for choosing [Salon Name]! We can’t wait to see you again soon.
Warmly, The [Salon Name] Team
Encourage Reviews Via Social Media
Whenever you share a post of your customer testimonials, use the opportunity to encourage others to leave one too. Make sure to include a call-to-action in the caption and provide the review link in your bio and as a direct link in your stories.
Example You Can Use
Below you can see an example of an Instagram story that showcases a customer testimonial of a small shop that offers decoration items. Below the testimonial is a call-to-action which encourages other customers to leave a review as well.
Encourage Reviews Via Your Website
On your website, include obvious call-to-action buttons that link to your review section. Make it as easy as possible for your customers to leave a review. If you have a section dedicated to customer testimonials, you can place the link below with a call-to-action like, “Also want to share your feedback? Your opinion matters!”
Example You Can Use
Below you can see an example of the testimonial section of a website that includes the aforementioned call-to-action to leave a review.
How to Get Customers to Leave a 5-Star Review with Text?
A 5-star review with text is the most valuable type of review and should always be your goal. Asking personally for a review and making the process as easy as possible is the best way to go. First of all, if you offer bad service, you won’t get customers to leave a 5-star review (obviously, right?). Secondly, no matter how good your service is, customers will always perceive it differently. While some will love your service and be motivated to leave a review, others may be more critical and reluctant. The smaller your business and the more personal your customer contact is, the easier it will be to get those 5-star reviews.
Try to make your request in person after a visit, appointment, or purchase. Explain why a review would mean a lot to you and immediately provide the QR code for them to scan with their phone. People are more likely to leave a review if put in this “slightly pressuring” situation. If they receive an email at home, they are more likely to ignore it. One of our colleagues experienced this in a cute little hotel where they were asked if they could please leave a 10-star Tripadvisor review. The hotel owner explained that they would be insanely happy about it and that it would mean a lot. Our colleague left the 10-star review simply because of the friendly request, without overthinking whether the stay was actually worth 10 stars or only 8. So, appeal to your customers' emotions!
What We Have Learnt Today - Wrapping Up
There are many ways to ask customers to leave a review. Whether offline (during personal conversations as a customer, guest, or client is about to leave your location) or online (via follow-up emails, as part of your loyalty program, through your website, or on social media), make it a habit to always ask your customers for a review. Of course, you should not spam them with requests; however, explain the importance of customer reviews and appeal to their emotions by mentioning that it would mean a lot to you and other customers if they shared their opinions in a review.
While review management can be quite challenging and time-consuming, we recommend using a review management tool to simplify the process and automate the most important tasks. Did you know that 94% of local businesses that use reputation management tools see a return on investment? With Obenan, you can manage all your review-gathering processes and responses in one central dashboard, while our AI does most of the work for you!
