In today’s digital age, reviews are the new word-of-mouth. It’s simple: if your clients aren’t managing their online reviews, they’re leaving their reputation—and revenue—up to chance. Every time someone googles their business, reviews are front and center. If that doesn’t convince you to make review management part of your clients’ strategy, this will.
Review Management: More Important Than Ever
The explosion of review platforms like Google, Yelp, and Facebook means anyone with an opinion can broadcast it to the world, whether it’s glowing or scathing. And those stars? They’re not just decoration—they have a direct impact on purchasing decisions. According to BrightLocal, 86% of consumers read online reviews for local businesses. Let that sink in for a minute.
Here’s the thing: when your clients ignore their reviews, they’re essentially letting others take control of their brand’s story. And believe me, that’s a dangerous game to play.
Buying Decisions are Driven by Reviews
Ever tried to buy something online without checking the reviews? Exactly. Whether it’s a restaurant, plumber, or even a boutique shop, people now rely on reviews more than ever before. A whopping 90% of buyers say that positive reviews influence their buying decision, while 86% are swayed by negative ones (Zendesk).
For your clients, this means that managing reviews is about far more than customer service—it’s about customer acquisition. Reviews are a new form of marketing, one that can drive sales or, if ignored, crush a business’s reputation.
How to Show Clients the Value of Review Management
Here’s how you can help clients wrap their heads around why review management matters. First, run a reputation report using a tool like BrightLocal. Show them exactly what’s being said about them online—good, bad, and ugly. It’s one thing to tell them reviews are important, but it’s another to show them. Trust me, seeing negative feedback in black and white is a wake-up call.
Next, walk them through the modern consumer’s buying journey. Sure, referrals are great, but guess what? Even referral customers check reviews. Why? Because a personal recommendation is 1:1, but reviews? They’re 1:1000s. That’s a goldmine of social proof, and your clients need to tap into it.
Building a Rock-Solid Review Strategy
Getting clients on board is the first step. Next, you need to help them create a review management strategy that’s proactive. Start by claiming their business on all relevant review sites, from Google to Yelp to TripAdvisor. Then, set up a system to request reviews from satisfied customers.
Pro tip: Make it easy. Don’t just tell them to leave a review—give them a direct link to the review page. If they have to hunt for it, it’s not happening. And while you’re at it, create some slick “Thank You” cards with the review site links to hand out in person.
Responding to Reviews (Yes, Even the Bad Ones)
Here’s a truth bomb for you: ignoring negative reviews doesn’t make them disappear. Instead, teach your clients to respond professionally and swiftly. A calm, thoughtful response to a bad review can actually boost credibility. Harvard Business Review even found that businesses who engage with negative reviews often end up getting higher ratings down the line. It’s all about turning a negative into a positive.
Help your clients create a standard response template for both positive and negative reviews. That way, they’re always prepared, and you’re helping them maintain a consistent, professional tone.
The Bottom Line
Review management isn’t optional—it’s essential. Businesses that fail to embrace this are putting their reputation and revenue at risk. But the good news? You can be the hero. Show your clients how managing their reviews will not only protect their brand but also drive new business.
In a digital world where visibility is everything, GMB Fox ensures your business isn’t just online—it’s the first choice customers make. Let us handle the complexities of digital marketing, so you can focus on what truly matters: growing your business.
Comments