The Dos and Don’ts of Soliciting Online Customer Reviews

Are you looking to raise your company’s online marketing image through customer reviews? The process can be beneficial to your business as well as enhance the customer-centric culture all of you are working hard to build.

There are some dos and don’ts you want be aware of as you look to gather more customer reviews:

• DO make it easy for your client to leave you a review.
• DO have ALL members of your team send out invites to your clients — early and often.
• DO publicly celebrate your team members who are excelling at collecting reviews.
• DO train new hires on your review-collecting process and policy early in the training process.
• DO encourage your team members to speak with their clients about reviews and how they can affect “their” business.
• DO remember you get the last word.
• DO NOT reward clients for leaving reviews. Google frowns on doing so.
• DO NOT solicit good reviews over bad reviews.
• DO NOT let your employees make excuses as to why they cannot solicit reviews.
• DO NOT take negative reviews personally.

Editor's note: This content is excerpted from the October 2020 PCT article "Improving Online Reviews." Read the full article here.