45 percent of customers say they’re more likely to visit businesses that respond to their reviewsOnline Reviews Survey
Smart business owners and managers know how important it is to share negative customer reviews with their entire team.
Why? Because candid feedback from customers creates a unique opportunity for the business to do better next time. It provides information on what customers really think, or what aspects of the customer experience can be improved. Is there an operational policy that needs to be changed? Does the staff need extra hours of training? Does the actual product need tweaks? What needs to be done to prevent bad reviews and ensure excellent customer service?
Questions like these can be addressed if your team is tuned in to what customers are saying about the business on online review sites.
Why share positive reviews with employees?
A number of businesses make it a point to connect with employees and staff members whenever the business receives a negative review. But it’s hard to imagine the same number of people making a point to share positive reviews.
If you’re managing your business presence on online review sites, we definitely recommend you share great customer feedback and five-star ratings. Don’t keep them to yourself!
Sharing positive reviews can boost staff morale & employee satisfaction.
It’s a powerful way of making your team feel that they’re doing a great job, and that they’re making very real contributions that you’re not taking for granted. No matter how you do it – pinning the printed reviews on the office corkboard or forwarding them on a team-wide E-mail – sharing positive customer feedback is definitely a morale booster.
Sharing positive reviews drowns out the negativity.
It’s not going to be a happy, enthusiastic workplace if you’re only sharing harsh comments and one-star reviews. It’s all about the attitude of the team!
Some teams that focus exclusively on the negative end up hating their jobs. Or they end up believing that every customer carries the threat of a bad Yelp review instead of the opportunity to create a positive experience. By sharing positive reviews, you can broaden your staff’s perspectives and drown out the negativity that might be affecting performance.
Sharing positive reviews helps establish a standard.
They can help demonstrate the kind of work that you, as a business owner or manager, believe the whole team should be striving towards. Keep an eye out for five-star reviews that gives a shout-out to a specific employee. Not only is this a great way of identifying and recognizing team members who do a great job; it’s also a way of inspiring the rest of the team to follow their example.
Sharing positive reviews can help build brand evangelists.
Loyal, happy customers can be your most powerful sales force. But guess who else can spread positive vibes and great word of mouth about your business? That’s right. Your employees.
By sharing positive reviews, you can instill in your team the belief that, through their jobs, they’re helping solve real-world problems. (Those great reviews are proof of it!) When that happens, you’ll be able to ignite the most vibrant and powerful brand evangelists you can have. (They may even help your business recruit top talent!)
Sharing positive reviews promotes engagement.
Don’t be limited to managing only negative reviews; manage positive ones, too. And do so as a team. Talk about how you can make happy customers happier. And leverage those five-star raves to build your brand reputation and reinforce the best aspects of your business.
By sharing positive reviews to your team, you help foster a culture of engagement and empower your team to connect meaningfully with every customer.