3. Be Quick
People are much more likely to provide feedback when the experience is fresh in their minds. Asking for a review right away gives you a much higher rate of success. In fact, a study by CustomerLobby.com, a firm that helps companies solicit and publish customer feedback, found customer-card reviews solicited at the time of service saw completion rates of 80 percent to 90 percent.
4. Encourage Reviews
Send friendly reminders to happy customers encouraging reviews. Create a landing page on your website that links directly to your profiles on the top review sites such as Yelp and Google+, and include a form where customers can leave unsolicited reviews. When a new tenant signs a lease, send a follow-up e-mail three or four days later asking if he’s happy with the service, and then provide instructions on how to write a review.
5. Monitor and Engage
It’s crucial to monitor what people are saying about your brand online. Obviously, responding to negative reviews is extremely important, but it’s equally important to respond and engage with customers who write positive things about you.
This is where you have the opportunity to build relationships and a base of loyal customers. It can be as simple as saying “thank you,” expressing appreciation for their kind words and continued business. That kind of customer service and experience with a company can go a long way.
Don’t Get Left Behind
The value of reviews is growing, and the numbers show that not only do consumers trust reviews, they’re more likely than ever to use a local business that receives positive reviews—online and offline. As consumers become more familiar with online reviews, they’ll continue to place more value and trust in them.
By following the ideas outlined above, you’ll create an effective starting point to generating positive comments and reviews about your self-storage business. Remember, it’s all about your customers. If you’re providing a positive experience, they’ll gladly write a positive comment for you. The key is to ask, then make it as simple as possible.Rebecca Derdoski is a search engine marketer for EZ Storage, which operates 14 locations nationwide. Her expertise spans search engine optimization, paid search and social media. Her experience within the self-storage industry has helped her create unique marketing approaches to other clients in niche industries. For more information, visit www.ezmini.com.