Potential new business customers are circulating in your area constantly, and one thing that they all have in common is that they are looking at your Google reviews. They are researching what other customers are saying about your business. In my opinion, this is the number one factor that influences a potential new customer to shortlist your business as a candidate to manage their investment property. So how do we ensure that only our advocates are posting on Google?

They are researching what other customers are saying about your business.

Google reviews are an essential business tool to attract potential new customers. However, many people believe that they have little control over who is leaving Google reviews. This perceived lack of power is not the case. You can influence what your customers say about you online. Having a Google review program is crucial to ensuring you maintain a healthy and attractive Google profile. There are two main strategies to do this;

You can influence what your customers say about you online.

The first strategy is to leverage your customer satisfaction survey tool. Most businesses these days are surveying customers through a Net Promotor Score (NPS) program or something similar. The broad aim of these programs is to segment your customers into three groups, detractors, passive and promoters. Passive generally aren’t that motivated to leave feedback because, while they aren’t unhappy with your service, they also aren’t that impressed that they need to should it from the rooftops. You may have a small number of detractors, and usually, only a rare few will find their way onto your Google reviews. That leaves the promoters.

The broad aim of these programs is to segment your customers into three groups, detractors, passive and promoters.

Promoters are generally customers that are so happy with the value and service they receive from your business that they feel the need to share their experience with family and friends. We can coach these customers to leave us five star Google reviews. Each time a customer scores your business a nine or ten NPS, you trigger an email inviting them to leave a five star Google review. This email will ensure a constant flow of five-star reviews is left for potential new customers to see.

We can coach these customers to leave us five star Google reviews.

The second strategy to maintain a healthy and attractive Google profile is to run a competition amongst your team. Draft up a templated email that your team can send to customers. This email would thank the customer for their kind words and direct them to the Google review page to leave a five-star review. When your team are speaking or communicating with your customers, and they say something nice about the property manager or the business, ask the property manager to send the email to the customer. You can offer to pay a small incentive to the property manager for each five star Google review.

When your team are speaking or communicating with your customers, and they say something nice about the property manager or the business, ask the property manager to send the email to the customer.

Attracting the right customers to your business is crucial, so don’t leave your Google reviews to chance. Ensure you drive a constant stream of five-star reviews to your Google review page.

Ensure you drive a constant stream of five-star reviews to your Google review page.