jecasc - 5:09 pm on Dec 7, 2011 (gmt 0)
First of all, no company is that perfect that hundreds of reviews are all going to be 5 star, I don't care who you are.
Wrong. There are lots of companies that are at least close to perfect. Mine is one of them.
Currently I am closing in to one thousand 5 star ratings and only 39 Four Star ratings. Zero 3 star, Zero 2 star, Zero 1 star.
Actually it is quite simple to get positive reviews and discourage negative reviews. Ok, not that simple, but it is possible. All you have to do is to get close to being perfect and if you screw up and make a mistake you have to catch this mistake and correct it before someone even gets the chance to post a negative review somewhere.
Here is what you have to do:
1. Optimize your processes to avoid mistakes.
For example shipping wrong items or wrong number of items. We do that by scanning every item before shipping. The packer has a handscanner connected to the warehousing system, scans the packing slip, then every item. If he picked the wrong item, he gets an error message. Only if all items are scanned correctly and in the correct amount it is technically possible to print a shipping label.
If a mistake happens, don't react by looking for someone to blame, but think about how you can prevent a similar mistake from happening again.
2. Answer all emails within 24 hours.
3. Have all products in stock and ship within 24 hours.
4. Notify your customers of shipment and provide a tracking number.
5. Use a shipping service that provides a tracking API. Use a script to automatically check the delivery status of your parcels.
6. If a parcel takes to long to be delivered, check what's wrong.
7. If a parcel is succesfully delivered, automatically send an email to the customer the same day. Ask him if everything is ok with the order. Tell him where he can direct any questions and complaints.
In the same email ask the customer to recommend your website to other customers if he was satisfied. Direct him to the review service of your choice with a link.
Also make sure by carefuly wording the email, that the customer does rate your shop and your services and not accidently the product they ordered.
The result: You catch any complaints and problems before a customer even gets the chance to post a negative review somewhere. Only satisfied customer will review your website, dissatisfied customers will contact your customer service.
Also: Positive reviews discourage negative reviews. The reason is simple - if you have lots of positive reviews and something goes wrong, customers are less likely to go balisitic. They will be more likely to give you the benefit of the doubt, because they realize they are the exception and not the rule.
So: If you do not get reviews, or do not get positive reviews and your competitors do, there is a chance that this is not all a scam and fake, but that your competitors are doing something right which you are doing wrong.
I know that one day, I will get the unavoidable two star or one star rating. But I do what I can to postpone this into the far future. And I know that this review will be drowned by hundreds of positive reviews I have collected by encouraging my satisfied customers to review my services.