Tow Review Know How
Tow Review Know How
The Who, What, When and How of Asking for a Review
If you’re looking to boost the online presence of your tow company, reviews are key. I wrote in the last blog post about the need to ask, ask often, and ask again. This post is dedicated to dissecting the different components of an effective review request. When it comes to asking customers for a review, ask yourself the following:
How Do I Ask?
Ask for a review in person. In-person requests may not be an option every time, but when they are, take advantage of that. The person-to-person request is extremely effective. Research shows that asking in person can garner you seven to eight times more reviews than asking via email.
Be personable. This really should go without saying, but sometimes it’s important just to remind yourself of how impactful each interaction with your customers can be. It’s well known that unhappy customers leave bad reviews. But satisfied customers aren’t likely to leave a review at all—until you ask. A personal connection is a straight path to five bright stars. Your dispatcher is the first person who can make a huge difference toward this goal. And with that in mind…
Determine who in your company is responsible for the ask. Think about what customer touch points you have along the journey from the initial phone call to the final, “Hope your day continues to improve.” This entry from Marketing Land stresses the importance of finding out “who within the company builds the deepest relationship with the customer. That is likely the person who should be asking for reviews.”
For towing companies, the operator/driver is usually that person. Be sure to instill in your drivers an understanding of the importance of each customer interaction and equip them with the right tools. Challenge them to not only provide quality service, but to also have the customer using their name in their review—a sure sign that a relationship developed.
Who Do I Ask?
This one may seem obvious, but it’s important to mention that not every customer is a worthwhile review candidate. Stick with the customers that are noticeably pleased with the service they received. Even the seemingly neutral customers can have the potential to leave a solid review – they just might not be the type of person that shows their gratitude in their expressions.
But don’t be so selective to the point of not asking enough people for their opinion. There’s about a 20:1 request-to-successful-review ratio. The more people you ask, the better chance you have of landing a solid review.
When Do I Ask?
Ask for a review at the peak of your customer’s satisfaction. Is that right before they leave the shop? Maybe it’s in the cab of the truck during the drive to the shop, dealership, or wherever they’re headed. Pay attention to the moods of your customers and you’ll start to see a pattern of when satisfied customers are at their happiest.
What Do I Ask?
Before asking anything, let your customer know that you’re asking for a “favor.” And let them know how appreciative you are for their feedback. Below is a sample back-and-forth from ThriveHive that could take place in response to praise:
Happy customer: [singing your praises]
You: That is so great to hear. We really try our best to [do what you’re being praised for]. And thank you so much for taking the time to provide your feedback.
Customer: For sure, thank you for providing such great service!
You: You know, those kinds of comments really help prospective customers to feel more confident in choosing us. If you don’t mind writing what you just said in a quick review on [ platform of your choice], that would be awesome.
The TowProgram Advantage
If you use our TowProgram Reputable Reviews, the above-mentioned example is the optimal time to hand them your customized reviews request card. It will direct them straight to one of your social platforms where they can leave their positive remarks.
Also, let them know that they will be receiving a text (or e-mail, depending on the info they provide) in the near future, which will also direct them straight to a reviews page. You’re taking out the extra steps and making it easy for them, and we’re removing extra steps and making it easier for you!
Looking for some help generating solid reviews? Give us a call at 888-834-1123 and we’d be glad to talk to you about it.