Online reviews can be a double-edged sword for any business, especially a pool business. On one hand, they can bring in new customers and help establish your business as a reputable provider of pool services. On the other hand, negative reviews can be damaging to your reputation and turn potential customers away. So how do you win the online reviews game? Don’t make it about “winning.” Make it about interacting.
Online Review Basics
At Swimline, we understand how much online engagement matters to a pool business. That’s why we’ve come up with a short list of best practices to keep in mind when you’re dealing with online reviews.
1. Monitor your online presence regularly.
It’s important to keep track of what pool customers are saying about your business online. This means regularly checking review sites such as Google My Business, Yelp, and review sites specific to the pool industry. You should also check your social media accounts for any reviews or feedback left by customers.
2. Respond to both positive and negative reviews.
It’s important to show your customers that you value their feedback and are willing to address any issues they may have had. When responding to a positive review, thank the customer for their kind words and let them know you appreciate their business. When responding to a negative review, apologize for the customer’s experience and try to resolve the issue.
It’s also a good idea to take the conversation offline, either by asking for the customer’s contact information or inviting them to call or email you. This allows you to address the issue in a more private and personalized manner.
3. Use negative reviews as an opportunity to improve.
While it can be frustrating to receive a negative review, it’s important to see it as an opportunity to improve your pool business. Take the time to read the review carefully and try to understand the customer’s perspective. Were they unhappy with the service they received? Was there a misunderstanding about the cost or availability of a product? Use this information to make changes to your pool business and, thereby, prevent similar issues from occurring in the future.
Also, never leave negative reviews on read! Take time and respond to the reviewer to ask if you can remedy the situation, whenever feasible. This will show other potential customers that you care and strive to provide the best customer experience possible.
4. Encourage satisfied customers to leave reviews.
In addition to responding to negative reviews, engaging with your satisfied pool customers and encouraging them to leave reviews is important. You can do this by simply asking them if they would be willing to leave a review on a review site or social media platform. You could also offer incentives (such as a discount on pool equipment or maintenance services) for customers who leave a review.
5. Don’t get discouraged.
It’s natural to feel frustrated or upset when you receive a negative review, but remember to keep things in perspective. Not every customer is going to have a perfect experience, and it’s impossible to please everyone. Don’t let a few negative reviews discourage you. Instead, focus on the positive feedback you’ve received and use it to continue improving your pool business.
6. Don’t fake reviews.
While it may be tempting to post fake positive reviews or try to manipulate your online ratings, this is never a good idea. Not only is it dishonest, but it can also backfire and hurt your pool business in the long run. If customers find out that you’ve been posting fake reviews, they’ll lose trust in your business and be less likely to choose you for their pool needs.
Grow Your Pool Business Through Online Reviews
By following these tips, you can effectively use online reviews to your advantage. So accept the challenge and observe just how valuable of an asset your online reviews can be.