Asking Customers Directly for Feedback
If your customer has utilized your service—dined at your restaurant, enjoyed a drink at your café, received a fresh haircut, stayed at your hotel, or availed of any other service you provide—you should actively request them to evaluate your business. While asking for feedback is common practice in online commerce, many businesses that offer in-person services still hesitate to directly ask customers for reviews afterward. The reason might be to avoid potentially embarrassing the customer if they were dissatisfied. However, the problem with this approach is twofold: Firstly, it increases the likelihood of customers publishing negative experiences simply because they had no other readily accessible means to communicate their dissatisfaction. Secondly, it results in the loss of numerous positive reviews, as people are more inclined to share negative experiences. Now, let's delve into three reasons why you should simply ask your customers for a review after their experience. Following that, we'll offer a solution that combines all the positive aspects of customer reviews while minimizing the risk of negative public reviews.
1. Customer Loyalty
When customers are directly asked for feedback, they feel heard and understood. This sense of belonging enhances the positive perception of your business and can result in significantly higher customer loyalty. Customers not only return but also recommend your service, thereby bringing in additional customers and profits. By directly soliciting reviews, you establish an emotional connection with your customers and your service.
2 Valuable Insights
Businesses must continually evolve dynamically. What was trendy a year ago may be completely outdated today. Customer feedback helps you identify preferences, trends, and tastes early on, enabling you to adapt your service accordingly. Reviews help you identify your customers' pain points and focus on addressing them, thereby providing a unique experience to your customers.
3. More and Better Public Reviews
Negative reviews on platforms like Google can make or break a business. This is because potential customers tend to notice negative reviews much more actively than the countless positive ones. Let's play a quick thought experiment: A 1-star rating with a total of 10 reviews portrays the company in a much worse light than a 1-star rating with 1000 reviews. This means that the goal is to have few negative reviews compared to many positive ones. You can get closer to this goal by directly asking satisfied customers for reviews. However, it's often challenging to know which customers were truly satisfied, as many are simply too lazy, shy, or polite to actively communicate their dissatisfaction. Therefore, by providing all customers with a business card containing a QR code linked to a public review platform like Google Reviews, you might inadvertently encourage dissatisfied customers to tarnish your public reputation.
The Solution
The solution is actually quite simple: Give every customer a business card requesting them to review your service. However, the QR code on the business card doesn't directly lead to a public platform like Google Reviews; instead, it gives customers the opportunity to rate the company internally. Subsequently, you automatically redirect satisfied customers to Google Reviews, Instagram, or any platform where you want to grow. This not only provides valuable feedback and suggestions for improvement but also allows you to actively leverage customer satisfaction and increase customer loyalty. Feedbake.io enables you to do just that, so start today and begin asking customers for their opinions.