{"id":1769,"date":"2016-10-24T14:46:48","date_gmt":"2016-10-24T14:46:48","guid":{"rendered":"https:\/\/www.setmore.com\/blog\/?p=1769"},"modified":"2022-03-16T20:31:42","modified_gmt":"2022-03-16T15:01:42","slug":"best-way-customer-review-referral-prebook","status":"publish","type":"post","link":"https:\/\/www.setmore.com\/blog\/best-way-customer-review-referral-prebook\/","title":{"rendered":"The Best Way to Electrify Customers &#038; Get More Reviews, Referrals, and Pre-bookings"},"content":{"rendered":"<p>In the field of physics, the First Law of Thermodynamics states that energy cannot be created nor destroyed in an isolated system. In other words, energy you put into something equals energy you get out of it, and customer experiences behave much the same. If you\u2019re doing your due diligence to greet and treat customers on the front end of their appointments, and delivering a stellar service on top of that, then they\u2019ll be charged with positive vibes at the very end of the appointment. The question is: what are you, the service provider, going to do with this energy? If you let them walk out the door with a \u201cso long, see you next time,\u201d then you\u2019re squandering a huge opportunity.<\/p>\n<p><img decoding=\"async\" width=\"632\" height=\"336\" class=\"aligncenter size-full wp-image-8329\" src=\"https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/thermodynamics.jpg\" alt=\"thermodynamics\" srcset=\"https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/thermodynamics.jpg 632w, https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/thermodynamics-250x133.jpg 250w, https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/thermodynamics-120x64.jpg 120w\" sizes=\"(max-width: 360px) 300px, (min-width: 361px) 768px, 100vw\" \/><\/p>\n<p style=\"text-align: center;\"><i>The Conservation of Customer Energy: Input = Output. (<\/i><a href=\"https:\/\/jahschem.wikispaces.com\/First+Law\" target=\"_blank\" rel=\"noopener noreferrer\"><i>Source<\/i><\/a><i>)<\/i><\/p>\n<h2><span style=\"font-weight: 400;\">Spend your customer\u2019s energy<\/span><\/h2>\n<p>Before your customers walk out the door and formally end their appointment, this is the perfect time to ask them for something. Your main goal should be to make use of all that goodwill that\u2019s been stockpiled throughout the service phase. What\u2019s something that customers can give for free, yet it delivers immeasurable value to your business? Don\u2019t overthink it, the answer is right under your nose:<\/p>\n<ul>\n<li><b>Reviews<\/b>\u00a0give you more social influence and referrals, helping you generate new business. You may have to direct customers to a website to post a review, or collect it on paper and manually transfer written words to your website later on.<\/li>\n<li><b>Feedback<\/b> gives your staff immediate insight into what worked and what didn\u2019t for the appointment. Collecting this in writing is great for disseminating information among all the staff, but at the very least, verbal feedback delivered on the spot will inform the staff members who were directly involved with the service.<\/li>\n<li><b>Pre-bookings<\/b> for the next appointment help ensure repeat business and consistent cashflow. Don\u2019t wait to give a follow-up call to schedule the next appointment; a \u201cnext session\u201d should be built into every customer\u2019s appointment plan.<\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">Train your staff<\/span><\/h2>\n<p>Of course, none of this matters if your team\u00a0doesn\u2019t ask for reviews, feedback, or pre-bookings in the first place. With most venues I frequent, neither the service provider nor the receptionist will ask for a review, and only occasionally will they offer to pre-book my next appointment. Is your experience the same when you go to your appointments? What about your customers &#8211; are your staff asking for reviews or feedback at the end of every appointment? Have they been instructed how to do this?<\/p>\n<blockquote><p><i><span style=\"font-weight: 400;\">Asking for reviews in person yields<\/span><\/i><i> 8x more reviews<\/i><i><span style=\"font-weight: 400;\"> than asking by email. (<\/span><\/i><a href=\"http:\/\/marketingland.com\/ask-customers-reviews-actually-get-172494\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">Source<\/span><\/i><\/a><i><span style=\"font-weight: 400;\">)<\/span><\/i><\/p><\/blockquote>\n<p>Let your staff know that asking for a review and a pre-booking is part of their job. Create an environment that encourages and rewards them to do this habitually. Incentives are a great tool to use in this regard. Say for instance you offer a small cash bonus of $10 for each positive review that mentions the team member\u2019s name. Would you say a positive review is worth $10 to your business, if it leads to one new appointment that you wouldn\u2019t otherwise have?<\/p>\n<p>Team members can also mention this at the end of the appointment, something along the lines of, \u201c&#8230;and if you had a good experience and post a review online that mentions my name, I\u2019ll get a ten dollar bonus.\u201d At first this might seem a little odd, but it\u2019s fair game in the context of experiences where customers might not have the opportunity to tip your team members for a job well done. Examples include gardening, landscaping, and home repair. From the customer\u2019s end, it\u2019s not about the money, it\u2019s simply a matter of giving thanks.<\/p>\n<h2><span style=\"font-weight: 400;\">Offer your customers incentives, too<\/span><\/h2>\n<p>When you\u2019re thinking about the totality of the customer experience, and specifically the end-game phase of an appointment, your main goal is to create a process that manages itself. The idea behind setting up incentives for customers, such as offering a 10% discount to pre-book their next service, is to trigger a sense of urgency while customer motivation is at its highest. The timing is key because your team members can be far more persuasive than an email sent two days after the fact \u2013 assuming the customer even opens your email.<\/p>\n<p><img decoding=\"async\" width=\"672\" height=\"598\" class=\"aligncenter size-full wp-image-8330\" src=\"https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/review.jpg\" alt=\"review\" srcset=\"https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/review.jpg 672w, https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/review-250x222.jpg 250w, https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/review-120x107.jpg 120w\" sizes=\"(max-width: 360px) 300px, (min-width: 361px) 768px, 100vw\" \/><\/p>\n<p style=\"text-align: center;\"><i>Raffles are another great way to incentivize action, but only use email if you have to. (<\/i><a href=\"http:\/\/blog.mailify.com\/email-marketing\/chocolate-irresistible-emails-key-ingredient-customer-reviews\/\" target=\"_blank\" rel=\"noopener noreferrer\"><i>Source<\/i><\/a><i>)<\/i><\/p>\n<p>Just keep in mind that while it\u2019s generally okay to ask for reviews, it\u2019s not okay to compel customers to write only <i>positive<\/i> reviews. Don\u2019t shy away from bad reviews; every business has at least one or two negative reviews and each one is an opportunity to showcase your customer service skills. A genuine response that addresses customer concerns head-on will telegraph to other potential customers that your business gives a damn, is willing to make right on potential wrongs, and is savvy enough to pay attention to what\u2019s being said about them online.<\/p>\n<h2><span style=\"font-weight: 400;\">Make it as easy as possible for the customer<\/span><\/h2>\n<p>Not to complicate matters, but you should give some thought as to <i>where<\/i> you want customers to post their reviews. Google? Yelp? TripAdvisor? Your own website? As you implement your strategy, it may be worthwhile to direct efforts down a single channel, typically for one calendar quarter at a time. Direct customers towards Google in the fall, Yelp in the winter, and so on. If you\u2019re verbally prompting customers to post a review, it\u2019ll be important to coach your team about which online presence your business wants to target for those reviews on a rotating basis.<\/p>\n<p><img decoding=\"async\" width=\"600\" height=\"349\" class=\"aligncenter size-full wp-image-8331\" src=\"https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/our-service.png\" alt=\"our service\" srcset=\"https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/our-service.png 600w, https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/our-service-250x145.png 250w, https:\/\/storage.googleapis.com\/blog-setmore\/1\/2016\/10\/our-service-120x70.png 120w\" sizes=\"(max-width: 360px) 300px, (min-width: 361px) 768px, 100vw\" \/><\/p>\n<p style=\"text-align: center;\"><i>This is a great start \u2013 be sure your card focuses on one site and provides a direct URL. (<\/i><a href=\"https:\/\/twitter.com\/lcustomerreview\/status\/604935326293999616\" target=\"_blank\" rel=\"noopener noreferrer\"><i>Source<\/i><\/a><i>)<\/i><\/p>\n<p>Once you know which website you\u2019re targeting, put it down in writing for your customers to see! We\u2019re huge advocates for low-cost, low-tech solutions like punchcards and business cards. You can use these cards to not only ask for a review, but direct customers to the review site of your choice. If you\u2019re collecting reviews for your own website, ask customers to write two or three lines on the spot \u2013 do it while you\u2019re ringing them up and collect the card before they leave. The less effort you ask of customers, the better\u00a0chance they\u2019ll do it!<\/p>\n<h2><span style=\"font-weight: 400;\">The end is the beginning<\/span><\/h2>\n<p>These are all, of course, just suggestions. If you take one thing away from this article, let it be the idea that your customer\u2019s energy at the end of the appointment can be the fuel that powers their experience for next time. It\u2019s a continuous loop.\u00a0One experience leads to the next, and you should start looking at every new customer as a potential regular that just needs the right environment to live up to their full potential.<\/p>\n<p>Thanks!<\/p>\n<p>-The Setmore Team<\/p>\n<p>Think back to your last appointment, did the service staff ask you for a review, referral, or pre-booking afterwards? Let us know in a comment below!<\/p>\n","protected":false},"excerpt":{"rendered":"In the field of physics, the First Law of Thermodynamics states that energy cannot be created nor destroyed in an isolated system. In other words, energy you put into something equals energy you get out of it, and customer experiences behave much the same. If you\u2019re doing your due diligence to greet and treat customers&#8230;","protected":false},"author":3,"featured_media":8334,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[54],"class_list":["post-1769","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-howto","tag-customer-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Electrify Customers to Get More Reviews &amp; Pre-bookings<\/title>\n<meta name=\"description\" content=\"When you treat customers right, they&#039;ll be more willing to give you reviews, referrals, and pre-bookings \u2013 but only if you ask for them!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.setmore.com\/blog\/best-way-customer-review-referral-prebook\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Electrify Customers to Get More Reviews &amp; 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