REVIEWS: How to Play the Game   

By Hall of Fame Personality Dave Pratt

Many of our clients at Pratt Marketing Agency inquire about reviews, how to increase good ones, and decrease bad ones.  Well, there are many proven strategies, and our agency has helped hundreds of clients achieve their goals.

The challenge is that those proven strategies take time, consistency, sometimes money, staff, and patience.

Reviews are a wicked game. Regardless of a company’s size, old-fashioned elbow grease can make a quick difference.

The quickest way to make an impact is simply “Do It Yourself” by getting staff, friends, and family to submit reviews. After all, most observers only take a quick glance at overall ratings. Very few take the time to actually read individual reviews. Again, it is a game. Most overthink it.

For every 1000 QR codes or review requests distributed, most will be ignored because leaving a review takes at least some effort. Most will just blow it off. However, if you personally request a review and assure them that you will be looking for it, your conversion will likely be VERY high.

WHY DO MOST PEOPLE TAKE THE TIME TO LEAVE REVIEWS

Most leave reviews for one of two reasons. Either they are incredibly happy, or they are hot-tempered and angry.

The best option, if possible, is to contact them to calm the situation. In turn, ask them to remove their negative review. This often works because they feel they have generated a response and given respect. Remember, most people are “keyboard warriors”.  When confronted personally, their demeanor usually changes dramatically.

 

• Negative reviews originate from several angles

• • A dramatically dissatisfied customer.

• • An upset client who feels they have no other voice as recourse.

• • A disgruntled employee, or fired employee using an alias, or their friends or family members doing the same.

• • A competitor in disguise, attempting to damage your brand.

• Positive reviews also originate from several angles.

• • Incredibly happy customers. However, they do not have the same emotional drive to leave a negative review as negative posters do. Therefore, happy customers usually need to be reminded or prompted. Again, I suggest doing this request personally rather than generically. Companies are generally aware of happy customers. Personally ask them to leave a review, help them if necessary, and let them know you’ll be watching for it. You will see your conversion increase fast. To improve your customer reviews, focus on timing your requests right after a great interaction, making the process effortless like sharing a direct link.

• • Believe it or not, most positive reviews come from the company itself, or their family, friends, or staff. Again, it is a game. And if you feel this is unethical, you may want to remind yourself that all your competitors are doing the exact same thing.

• • Many companies purchase positive reviews to boost their overall star ratings with generic reviews from hidden platforms. This is especially true now with AI. This is common, and just as companies sell “bots” or profile followers on socials, many companies offer the same for reviews across all platforms. And again, if you feel this is unethical, keep in mind that your competitors are doing it daily. In fact, most are on auto-pilot programs. 

To win the game, you must understand how others are playing the game. My suggestion is to start with elbow grease.

PLEASE REACH OUT

Please reach out. We handle this quite often for many happy clients.