(day 22 abc)
You’ve seen them on ios apps, you’ve seen them on amazon products, I’m sure that you’ve even seen them for etsy and ebay sellers: Customer Reviews. This can either be frightening as all get out, or an exiting challenge to approach and conquer. The way that you handle customers, the degree of enjoyment that customers get from your product/book, gets reviewed. Most of the programs that I have looked at, have a star-rating system (1-5 stars, 5 being the most, 1 being the least) and a comment section to explain that rating.
Whatever is being rated, it is very important to keep track of the reviews from your customers. Here are four reasons why.
- Feedback can help you change, grow, and become better. Even negative feedback can help you. Maybe you forgot something super important, maybe you aren’t doing the best quality work. Maybe your customer has a few tips and suggestions and advice for a more professional business. Don’t take it personally, look at it as a chance to change what you are doing and make things better.
- Others will look at those reviews and debate whether it is worth it to buy from you or not. Seriously! Someone who has low scores wont get as many sales as someone who has higher rated reviews. Especially for the higher priced products (which let’s face it, we all want to have BIG sales on these), the buyer is going to do the research.
- Engaging your customers can increase your following, and reviews are a great way to do this. Having them write testimonials to your products/books can get them exited about it, invite their friends, and encourage others to also participate. Online IS all about engagement and increasing following, is it not?
So, now that I’ve listed a few reasons WHY reviews and keeping track of them are so important, I bet you are now wondering how to ensure that customers leave *positive* feedback. Well, first of all, I don’t think that having ALL positive reviews are necessarily a good thing. It’s good to be challenged every now and then, to be put in a situation where you either change what you are doing for the better or you fail. That’s called progress. Although, having a majority of good reviews will definitely, as I stated above, increase your sales and followings. SO, here are 4 ways that you can get more positive reviews.
- Good customer service. This one is super important. Be nice and polite to your customers. If you set a dead line for when a product will be finished, stick with that. If something unexpected pops up, contact the purchaser ASAP (that does not stand for “Act Swiftly, Awesome Pachyderm”).
- Offer good quality products. Don’t use cheap materials and rush the craft together. Likewise, if you are publishing a physical copy of your book, don’t opt for the cheapest paper and cover. It shouldn’t fall apart before the customer gets through the first half of the book.
Be timely. I might have touched on this a little in the first point, but it’s important enough to cover twice. If you order something, you really don’t want to wait for two weeks before its shipped out and another four weeks before it arrives on your door step. Even if you’ve given the customer that kind of a time frame to expect, be faster! Have it shipped out in one week and at their door step in two.
- Offer surprise tidbits. Alright, we are going to cheat a little bit for this one. Calculate the cost of this “tidbit” into the overall price of the product, but don’t tell the customer that it is included. With the receipt, add in a message like “I also included this awesome little tidbit.” For example, I sell a crochet hat for a little girl. I throw in a matching flower clip without telling the customer that it’s coming. She thinks she’s getting something special, when really, I had planned it from the beginning (and she also paid for that flower), I just didn’t tell her to expect it.
I’m sure that there are lots of other ways that you could think of on how to increase positive reviews from your customers. Just keep in mind that without your customers, you wouldn’t be able to make a single sale. Besides, if one person likes it, they shall tell their friends, who shall tell their friends, and before you know it…best seller right here!!
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- 5 Star Reviews…why I don’t like them! (susanreviews.com)
- 5-Star Feedback Systems are Broken (acrowdedspace.com)
- Facebook adds app ratings and negative feedback metrics to insights tool (insidefacebook.com)
- App Reviews (finercode.net)