Tuesday, June 21, 2016

Ask For It

(1:12) Nothing has a bigger impact on your business than boater reviews. In today's world, consumers turn to online reviews for most any purchase, both big and small.

(1:07) 90% of survey participants stated that information in reviews impacted their buying decisions, according to Zendesk. If you are not actively working to bring in positive boater reviews, you are missing a big opportunity.

(1:01) Many of the questions I receive from marinas are about boater reviews. And the most common one is how to get more reviews. Here is my list of the top 5 ways to increase boater reviews.

(0:56) 5. Say thank you.
Every boater who writes a review deserves a Thank You. Yes, everyone, even the negative reviews. Each has value and is an opportunity for you to learn about the customer experience you are delivering. Let the boater know you are listening and appreciate his feedback.

(0:48) 4. Handle the negatives.
Increasing the number of reviews will also increase the likelihood of getting a negative review. That's true for even the best marinas. A rare negative review will not hurt your business, unless it is mishandled. Boaters will often pay more attention to your response than to the original negative review.

(0:39) 3. Be open.
Don't shy away from asking a boater for a review. Reviews have become a part of every consumer's experience. A candid comment about the importance of reviews to the success of your business will be understood. It shows confidence in your service and a desire to listen. Of course, never be pushy or aggressive.

(0:30) 2. Make it simple.
The easier it is for boaters to leave you a review, the more likely they will be to do it. Include a direct link on your website, in emails, in newsletters, and any other digital communications you have with boaters.

(0:19) 1. Ask for it.
The surest way to increase your reviews is to ask. Many happy customers will be more than happy to help you. Make it a part of employee training that they understand the importance of good reviews for business. Train them how and when to ask for a review. Any time a boater compliments your marina, ask if he would be willing to write a review and give him your Review Card.

(0:08) Nothing beats offering exceptional service when looking for more positive reviews. If you've worked hard to offer that to boaters, there's no reason not to remind them of the importance of reviews and to ask for one.

(0:02) And that's the marina minute.