TURN YOUR REVIEWS INTO SALES By Betsy A. Decillis, Betsy A. Decillis Consulting, LLC
Aug 17, 2015
TURN YOUR REVIEWS INTO SALESBy Betsy A. Decillis,
Betsy A. Decillis Consulting, LLC
What are we going to accomplish?
• Who am I?
• Where are people talking?
• Negative Comments
• Positive Comments
• Questions
Betsy A. Decillis is…
Betsy A. Decillis is…
Fill out your profiles
• Make sure contact info is correct
• Add inviting language
• Include any photos
Be Truthful In Your Profile
How to Prevent Negative Comments• Awesome Customer Service
How to Prevent Negative Comments• Provide an off-ramp
What should you do when someone complains?
• Make sure you are mentally ready to respond.
• See this as an opportunity to win back a customer.
• Find the positives.
• What can you do better?
What should your response include?
• Thank you
• I’m sorry
• An invitation to come back
• An email address and/or phone number
Smoke Shack
Smoke Shack
Trolls
Via Cali4Beach on Flickr
Trolls
Why should you respond?
• You’re making relationships.
• You can create ambassadors.
• You have content that you can share elsewhere.
• It helps the great comments rise to the top.
What should you include?
• Thank you
• Probing questions
• An ask to use content
Then Use that Content
• Share it on your social networks
• Include it in printed materials
• Properly attribute
• And say thank you!
THANK YOU!
Betsy A. DecillisBetsy A. Decillis Consulting, LLC