The Reviews You Can’t See

A new client of mine, having just finished their onboarding, sent me an email yesterday containing just 8 words: “Shani, I love your process. It’s straight forward.”

As short as the email was, for me, it packed a punch because I take great pride in my customer experience.

But, it got me thinking about the unspoken reviews and feedback that may be floating around in the “ether” (my mind tends to go off on tangents sometimes).

As business owners, one of the things we learn early on is that business reviews are a key part of our sales process. We work hard to find ways to get our business in front of potential clients, whether that be through networking, marketing ads, social media, etc. And then the reviews and testimonials we have can help those potential clients choose us over the competition. So, it’s safe to say that they are valuable assets to have.

But, what about the reviews we don’t see? The ones that people have of our business, but haven’t put in writing or made official. I wouldn’t blame you if you haven’t thought about these. After all, you can’t do anything about something you can’t see, right?

Well, you can. You see, many of us (myself included) will have had experiences with a person or business that we haven’t talked about in the public arena. That doesn’t mean that the experience didn’t leave a lasting impression. Maybe we’re too busy, or simply forget.

But, one thing’s for sure: that experience, bad or good, will influence whether we come back or go somewhere else next time. It’ll also influence whether we recommend that person or company to someone else.

Food for thought…

So, how do you take care of the un-scribed review? We put our best foot forward! All day, every day!

That’s right! Make sure that every touch point of your business is leaving a positive impact on any potential client that encounters it.

Check your website, your voicemail message, your email address, your social media, YOU! Every part of your operation that represents your business should leave a great lasting impression.

Put yourself in the client’s position and make an enquiry. We’ve all heard of mystery shopping. Be a mystery shopper for the day. And be honest with the outcome of each touch point you encountered.

If you’re not sure that you can be completely unbiased with the outcome (totally understandable), have a friend or family member mystery shop for you. The main thing is that you’re able to get a true understanding of the perception you’re giving to the outside world.

We can’t control every review that our business receives (seen or unseen), but we can take proactive steps to influence them. Check out my blog, “Profits Before Good Processes?“, for a good place to start.

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