The digital world we live in today has made it easier than ever to share what we like (and don’t like) about a product or service. It’s true for any business, including lawn care. How can you ensure that the online reviews for your green industry business are positive? What can you do if you get a negative review?
Why online reviews are important
If you have been quick to dismiss online reviews in the past, a statistic from a recent survey conducted by softwareadvice.com may change your mind. The digital resource for field service technology, Software Advice found that more than two thirds of consumers (68 percent) said they found “online reviews to be ‘extremely’ or ‘very valuable’ when evaluating residential service providers.” Additionally, 86 percent of those surveyed said that they would be willing to pay a higher amount for a provider with a higher rating.
Today’s online reviews can carry the same weight as a personal recommendation. As a lawn care provider, you want to make sure your existing customers are pleased with their service, so they will share the praise online. And if they aren’t you want to quickly and effectively address any of their concerns or complaints.
How to handle a bad online review
The first thing any business should do when they receive a bad online review is figure out if the complaint is true. If the bad review is untrue, you can ask that the comment be removed, but this is sometimes easier said than done. However, If the facts are on the side of the person who made the complaint, you will need to address the situation in a non-hostile way. And if the conversation seems to be going on longer than necessary, that’s the time to move the discussion offline by you addressing the issue personally via email.
Of course, ideally you will be able to prevent a bad review before it happens by staying on top of any social media feeds you have. It’s also smart to build on the experiences of customers that are fans of your lawn care business. Most customers will quickly ignore one off review if the rest are positive. Finally, stressing the importance of quality customer service and good communication between your staff and your clients is another way to head off any potential customer complaints online.
Online reviews can have a big impact on your lawn care business. Spring-Green’s industry-leading marketing and technology is backed by 40 years of experience, so we understand how reviews impact your ability to gain and keep customers. Learn more about how Spring-Green can take your green industry business to the next level. Call 1-800-777-8608 or visit us at www.growmygreenindustrybusiness.com.