Online Customer Reviews Are Insanely Important by Gregg Towsley
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http://www.GrowPlumbing.com - Online Customer Reviews Are Insanely Important by Gregg Towsley 5 Topics Covered In This Video! 1. Customer reviews are insanely important! 2. Secrets revealed about top review websites! 3. Are review tools a waste of money? 4. Tactics for acquiring reviews & sharing customer reviews. 5. Tips for responding to negative reviews More Topics 6. How to integrate your plumbing & HVAC customer reviews into your social media accounts? 7. Customer review integration w/ Google Local Services Ads. (Google Guaranteed) 8. Ranking your Google Map listing w/ your reviews! 9. How much money does a bad review cost your business? Related Article (Supporting Document) 21 Ways To Get Online Reviews For Your Plumbing / HVAC Business http://www.growplumbing.com/2013/11/13/google-reviews/
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Online Customer Reviews Are Insanely Important by Gregg Towsley
- 1. Customer Reviews “Reviews Are Insanely Important”
- 2. ● Importance of customer review ● Impact of online customer reviews ● Are review tools a waste of money? ● Using reviews to control the conversation ● Tips for responding to negative reviews Agenda
- 3. Brand Heaven Brand Reputation Destruction OR
- 4. Online Credibility Leads / Phone Calls Communication
- 11. Courtesy Ignitor Digital Inc. https://ignitordigital.com/local-online-marketing/map-to-local-search-success/
- 16. Negative Reviews 1. Stay Calm 2. Always Respond 3. Embrace The Opportunity 4. Have Standards 5. Have Some Review Your Response 6. Ask Them To Change Review 7. Get More Positive Reviews
- 17. Process & System
- 18. How To Build Online Credibility?
- 19. Questions? Gregg Towsley Phone: 310-909-8835 Cell Phone: 617-549-5241 Email: gregg@growplumbing.com Blog: www.GrowPlumbing.com
Editor's Notes
- Where are you from?Type if in the box? This will let me know that you can hear me. Well, let's get started! Thank you all for attending. This is Gregg Towsley from Grow Plumbing and today we are discussing WHY customer reviews are Insanely Important! Before we begin, a couple of items about today’s webinar. There is no need to take notes, the slides and video will be provided to everyone. So, let's get into it, I am super excited about this topic and you will see WHY and HOW CONTROLLING the conversation online will change your business. Regarding, internet marketing, SEO, PPC, Google Gaurentee, brand reputation management, software tools, social media, ServiceTitan, Google Maps, 1st page keyword rankings, website design, etc. etc etc (I am sure you hear it all day long. [Flip Slide] Customer Reviews are #1 - Everything else that I just mentioned will just FALL into place. [Flip Slide]
- You should be able to see the Agenda on my screen. If not, please type a message in the chat box within the ZOOM interface. Also, this is an interactive session, so please ask questions. You can ask question by typing in the chat box or or we can open thins up at the end of this 30 minute session. So, what are IN FOR TODAY, over the next 35 minutes... We will cover WHY reviews are important…. The IMPACT…. TOOLS & RESOURCES & BEST PRACTICES [Flip Slide] We will cover the pricing for this program and how Google charges you for ads? How to get onboard AND prepare if and when it is coming to an area near you. Lastly, I will answer all of your questions on Google Local Services. And, If I do not know the answer, I will find out the answers to your questions to the best of my ability. [Flip Slide]
- What do you think of when you hear these words? What jumps into your mind? (mention top 3 and bottom 3) Your business has a choice “Brand Heaven” or “Brand Reputation Destruction” We have to provide context and background. Regaring your reputation, it is tricky and frustrating to to caculate how much money a GOOD reputation is worth or how much mony a bad reputation (or a bad online review) is COSTING your business. [Flip Slide] THAT is why we are hear providing this information. [Flip Slide]
- Let’s get into it and spend a couple of minutes on how people buy and how people make buying decisions As a business you NEED three pilar to be successful, beat your competition, and rise in search results. 1. You need leads/phones, this is obviously and is the lifeblood of all companies, not just Plumbing and HVAC companies 2. Your business needs Online Credibility - We get into this...BUT if a potential customer SNIFFS something NOT right, they WILL move onto the next company...YOUR competition. (this effects the leads and phone calls) 3. Communication - How do you talk to customers? How do you email/text customers? How do you present proposals/email/onliine/Ipad pricebook? Do you ask for reviews? Provide valuable content? Etc. [FLIP SLIDE] So, those are the core 3 things….LET’s look at how people make buying desicion [FLIP SLIDE]
- People still buy through their shpere of influnce (see this blue circle (friend family and coworkers) (need a guy, got a guy) - #1 (I do not have DATA, I think this is still in 2018 that #1 way people make buying decision, specially, for HOME SERVICE Next, there has been a HUGE shift of BUYING DECISONS being driven by as this graff shows “NEW MEDIA” Traditional media is all these things greyed out. (Yellow Pages, Billboard, Radio, TV, ect) They still work BUT New Media (Cell Phones, Instagram, & Youtube) are driving the BUYING DECISION - If you do not get involved now, you could be out of business sooner than you think)
- Sticking with HOW PEOPLE BUY and understanding new media The internet comes along and people are able to search and find pretty much anything and everything they want Google is good at delivering the results Businesses are getting FREE leads AND LIKING it alot For those that remember...this is what the google search results looked like….it was awesome. If you had any brand reconition, (yellow page, trucks in the town, newspapper, billboards...you won) Just search and find result. Google WAS NOT THAT SMART BACK THEN….they just show who looks good. To get listed in the FREE google map (7 pack) was easy, [FLIP SLIDE]
- All you really neded to do was understand this…. This is the old school. These are all the data aggregrators that Google used to rank your busines in their directory. Really if came down to NAP wich is Name Address Phone – Claim and Build Local Business listing – Review Signals, Images, Video, and Inbound links. If you did this back 6 or 7 years ago, your busines was thriving.
- Here is another look at it from an SEO persective At the bottom is ‘black hat’, these are activities that Google and search engiens frounw upon At the top are all the ‘best practices’ activites that can be done. So quite a few years ago, it was real easy to trick search engines, get good rankings, and beat your competition. You could get PO Boxes with address, your buy inbound links, do keyword stuffing on your website, buy online reviews ALL THAT HAS CHANGED
- Well, mobile comes along and we “Google” does not have a big screen to show people.
- Google has gotten a LOT smarter and now it is a NEW GAME You can forget about the old, but, you have to adopt the new. Google dominates the page on Desktop and Mobile. Google Home and Elexa and Voice search is the new frontier. You as a business how to you stay up with these changes. I like to keep it simple….let your customers do the dirty work. If you please them and get them to share ‘word of mouth marketing’ everything will fall into place.
- This is the map to success in the ‘new media’ digital marketing. You can alway go back and take a look at this. I will point out a couple of things. It used to be the # of reviews was important. It is still imporant. But, what Google/Yelp is looking at: Where is the review coming from (devise/desktop/IP address/location) Who is the person writing the review? (How many reviews have they written? What is the quality of their reviews?) Is this review cut and pasted from another website? What is the sediment of the review? (are they using feeling work and is it highly genaric - people right diatribe on Yelp) ****This one is huge, does the busiess ower or marketing person view, read, and respond to any or ALL reviews*** Does the buesinss post regularly on social media? Do they have geographic based pages on their website that are link to their local bsed pages onliine. [Flip Slide] You can see this list goes on and on...
- To bring it back to the other slide I shared about white hat and black SEO The high values ‘new media’ digital marketing activites that have the high value are ALLL about interacting with our customers on social networks. You can see Google Local, Facebook, Twitter If you and get your customers to talk about your online and you engage with them online…..”WORD of Mouth Marketing” will bury your competions and improve ALL of your positions on Google and other search engines [flip slide]
- Let’s talk Tools and Resources Having the right tool for the right job in insanely helpful You can build a house with a hammer and a saw. Do you want to?
- 1. Stay calm - It can be tempting to respond in anger and attack the person who left a negative review, but this will only make things worse. Take the time to calm down and respond rationally to the customer’s issues, even if you do not believe the review was left in good faith. 2. Always respond to negative reviews - It can be tempting to ignore a negative review and hope that nobody else will notice it, but not responding to a review is a response in itself. Failing to respond will not only further alienate the customer, it will also show others that you do not care about a customer’s issues. When you do respond, take your continuing interactions offline, communicating with the customer via email or another method rather than having a lengthy back and forth discussion in a public forum. 3. Embrace the opportunity for customer interaction - Use this chance to learn about how you can improve your products or services and demonstrate that you care about your customers. Even if you are unable to satisfy this customer, you can show that you take people’s complaints and feedback seriously. 4. Have some standard review responses ready - It can be a good idea to have some review response templates prepared to ensure that you follow your company’s guidelines and stay consistent in your responses. However, this does not mean that you should use the same set of responses to every review; instead, use these templates as a starting point, then create a customized response that addresses a customer’s specific complaints. 5. Have someone else read your response - Before publicly responding to a negative review, you may want to have a friend or colleague look at your response to make sure you are conveying the correct tone and providing answers that someone will want to hear. 6. Ask them to change their review - After you have addressed someone’s complaints and resolved their problems, politely ask them to edit their review and change their rating to reflect their experience. A negative review turned positive may have even more impact than one that was positive in the first place. 7. Get some more positive reviews - If you are unable to resolve the customer’s complaint, you should work to get more positive reviews that can push the negative review off the first page of search results and improve your overall rating. Make it easy for customers to leave positive reviews by including links to your company’s Yelp or Google My Business page on your website. Contact the Online Marketing Professionals at OVC