How does the system get 5-star reviews on the search engines and review websites while keeping poor reviews off the Internet?
The system asks your customer to rate your business from 1-5 stars. If they give your business a 5-star rating, they’re asked to either click on a link leading to one of the review sites where they can write a review or a testimonial. If they give your business less than a 5-star rating, they’re directed to a page on the system and asked to provide feedback on how you can improve the quality of your service. This gives you an opportunity to address your customer’s concern before they leave a bad review on the Internet.
Happy customers are given an opportunity to write a review directly to one of the review websites or to a testimonal page, while customers who gave you less than 5-stars can provide you with feedback that is only visible by you.
The intent of this feature is to give you an opportunity to address your customers’ concern BEFORE they write about their experience on the Internet.
Absolutely Not. The system can not stop someone from writing a bad review on the Internet if that’s what they want to do? By sending them a request to review your business through the system however, you will have an opportunity to identify and handle their concern before they write a poor review on the Internet. No system can stop an unhappy customer from writing a bad review on the internet, nor should it.
Why does the system only direct customers who give a 5-star rating to the Internet to review my business?
There are three reasons for this.
- First, customers perceive that the business with the highest customer rating is the most trustworthy business. The system only directs customers who want to give your business a 5-star rating to the Internet.
- Second, many review websites rank businesses by their average rating. The more 5-star reviews your business has, the higher your ranking. Wouldn’t you like your business to be at the top of the list?
- Third, it gives you an opportunity to ask every customer who gives your business less than a 5-star rating what you can do to improve the quality of your service. There is a reason your customer gave your business a 4-star rating rather than a 5-star rating. Wouldn’t you like to know what it was so you can address it BEFORE they write aboutit on the Internet?
The system can not stop unhappy customers from going directly to the review sites from reviewing your business and giving you a poor rating. The key to keeping bad reviews off of the Internet is to provide exceptional service and address the concerns of unhappy customers immediately.
A review is what a customer writes about your business on a search engine or a review website. These sites require that your customers set up personal accounts with a username and password before leaving their review. Reviews can not be shared once posted on these sites.
A testimonial is a comment your customer writes about your business that is not posted on one of these websites. Testimonials can include photos and other identifiable information and they can be shared. We created the system to allow your customers to leave an optional testimonial because many people are not comfortable creating an account with a review site in order to leave a review. So, rather than do nothing, this group of customers has the option of leaving you a testimonial.
The Five Star Review System is a customer service tool first and a review tool second. One of the primary goals of the system is to help you identify customers who are not delighted with your service so that you can make things right before they leave a review on the Internet.
- There are no fake reviews written. Every review is written by a genuine customer .
- There are no fake accounts created. All reviewers must have or create their own user names and passwords.
- The reviews are written from your customers computer or smart phones, not from your location.
- You CAN NOT offer a customer a reward for writing a review using our system. It’s against our terms of service and the TOS of EVERY review site on the Internet. The FTC looks down on this practice to.
- Websites are not unnaturally flooded with reviews. Our terms of service do not allow you to send review requests in bulk.
- Customers are not spammed. You must ask them and they must agree to your request before sending them a review request.
Please read the TOS and Review Guidelines of the review sites that are applicable to your business.
Many of these sites use reviews in their ranking factor. They look for your average rating, number of reviews and recency of reviews. If you use the system as intended, you will have a consistant flow of highly rated customer reviews. This increases the likelihood that your business will be at the top of the results when viewed by “reputation” or “highest rating.” Remember, it’s not the system that improves your ranking, it’s your consistent flow of genuine five star customer reviews.
Yes it is. Our software platform and data infrastructure are kept up-to-date with the latest security patches. We protect our network with an enterprise-class firewall and regular backups. Your data is safe and secure with us and we will not share it or sell it to anyone.
Yes. The system sends a coupon/flyer as soon as your customer responds to your review request. Happy customers are much most likely to recommend your business to their friends immediately after they write a 5-star review. The system also sends a coupon/flyer with a request to share it to your customers who give you less than a five star rating and to those who do not responded to your review request after a set number of days.
As soon as your customer responds to your review request they will receive an email with your coupon or flyer along with a message that encourages them to share it with their friends via email, social networks and their mobile phone. The coupon/flyer is traceable, easily shareable and includes the photo of you or a salesperson with a message that reads, “Please ask for me when you call or visit.”
The Five Star Review System™ coupons and flyers takes advantage of a psychological principle known as social proof. When a customer gives your business a 5-star rating, their coupon/flyer is created on the fly with a message in the coupon that reads “Thank you customer name for giving business name a five star rating. This is a powerful form of social proof when read by the friends of your customer. If your customer gives you less than a five star rating or does not respond to your review request, they will receive a coupon or flyer that reads, “Thank you customer name for your business.”
A well crafted review request is automatically sent after you input the customers name and email address into the system. It only takes about 15 seconds to send a review request. You don’t have to copy, edit and email a review request every time you make a request. You can even tailor each review request you send to each customer if you choose to do so.
The system quickly separates the people who want to give you a 5-star review from those who want to give you less than a 5-star review. That’s a very difficult thing to try to figure out on your own without asking your customer if they’ll give you a 5-star review.
The system presents your customer with a page of links leading directly to your review sites along with directions on how to leave a review on each site and an explanation of the best site for them to leave their review. Not only that, but it gives them an opportunity to leave a testimonial if they don’t want to set up a user name and password in order to leave a review on the Internet. We even have a way for people with mobile phones to leave a review for you on Google. It’s not as easy as you think.
Customers who do not respond after 3 days automatically receive a review reminder email. This carefully crafted email is currently generating an additional 100% reviews. That’s right, 100% more reviews. You could copy our follow-up email and send it to your customers too, but you would have to check the review sites every few day to see if a review has been posted for every customer before sending the reminder to them which is very, very time consuming.
The system also send each of your customers a coupon or flyer with a request to share it with their family and friends. Take a look at the coupon/flyer feature and you’ll discover that it’s much more complicated and effective than anything you could do on your own.
And finally, you’ll have access to our review consultants and a script based on thousands of review requests. This alone has shown to increase the number of reviews by as much as 500%. Actually the number is closer to 4,000%, but that sounds too unrealistic.
Absolutely Not. The Federal Trade Commission (FTC) recently came out with a policy that strictly prohibits the practice of offering compensation in return for a review or a testimonial. All of the search engines and review websites have the same policy.
Here’s what you can do
You can however send your customer a coupon or compensate them in another way … as long as you do not make it contingent upon them writing a review. If you choose to use the coupon feature, the system will send your customers a coupon whether they write a review or not. Here’s an idea! Reward your staff for getting reviews from your customers. You can do that without breaking any rules!
Yes and No
Let’s start with the No first.
You can not send review requests in bulk using our system, and you don’t want to. The search engines and review websites consider a surge of reviews as untrustworthy and they can/will remove those reviews from their site. This will not be a problem however because so few customers will write a review if not verbally agreeing to do so first. What it will do is cause your customers to think you’re spamming them.
The key to getting reviews to stick is to acquire them consistently over time. The safest way to do that is to personally ask your customer for permission to review your business first, and then send them a review request. This will also dramatically increase the percentage of responses you receive from your customers from below 2% to as high as 85%. It makes that big of a difference. The other thing you will notice if you send review requests in bulk without getting permission first, is that the majority of customers will give you less than 5-stars.
If you attempt to send review requests in bulk, we will immediately turn your system off before it damages your reputation with your customers.
Now let me address the Yes answer.
We have clients who can not or are not going to verbally ask their customers if they will write a review and they’re willing to live with a 2% response rate. For those customers we do offer an alternative. We can provide a link that you can include in your email that you send to your customers from your email program that will plug into our system. Your response rate will be much, much lower than it would if you used the system properly, but it will provide you with the same opportunity of having your unhappy customers vent to you and it will send them a shareable coupon/flyer.
As soon as your customer submits their testimonial or feedback or clicks on one of the review website links, the system sends you an email showing you how they responded. You can also cc this email to the employee who served them.
You select the search engines and review websites where you want your customers to review your business. Sites like Google Plus, Yelp, Citysearch, Merchantcircle and some specialty review websites are a good place to start. You do not want your customers to review your business on only one review website. You want 5-star reviews everywhere your customers look for the products and services you offer.
Yes. Your customer can leave both a review and a testimonial but there is a caveat. The review websites do not allow you to use an identical or similar review on any other website. Therefore the comments made by your customer in their review must be significantly different from what they write in their testimonial.
Both are important. Search engines and review websites are the first place customers go to research your business. This should be the primary place you ask your customers to review your business. You also want testimonials (with photos) that you can share on social networks and on your own website to build your visibility and credibility.
A child care facility is using the system as an Ambassador Program. If you’re not familiar with an Ambassador program it’s where businesses pay or compensate their customers for generating sales through referrals rather than hire salespeople. If you want to set-up and run an Ambassador program it can expensive. The Five Star Review System provides that capability automatically.
A resort condominium uses the system to generate 5-star reviews on the Internet that are linked to specific rooms (condo owners). Instead of having a photo of a salesperson show up on the coupon or flyer, the room number and a view from the balcony shows up with text that reads, “Please ask for me (Suite 201) when you call or visit.” The condo owners love this.
An automobile repair owner uses the system to gather the names and email addresses of his customers so that he can send them emails in the future about special deals. He just loads the customer contact information into his email marketing program when he’s ready to offer a deal and hits “Send.” It’s the easiest and quickest way to get his customers to agree to receive email from him.
A bed and breakfast owner uses the system to post his customer testimonials automatically on his website. His prospects get to read testimonials that are less than a week old.
An appliance repair company uses the system to improve the quality of service of their technicians. When the owner notices that one of his technicians is getting a lot of positive feedback, he shares that information with the other technicians. When he sees a negative comment, he shares that with his technicians too. He is improving the quality of his service every day.
A mortgage company is using the system to post customer testimonials to their very popular Facebook page. They find that posting testimonials is one of the most valuable pieces of content they can share with their followers.