Leverage reviewsConsider which review platforms are best to meet your goals and effectively grow your practice. For local practices, Yelp, the Better Business Bureau and Google Business are the best fitting options. Each of these sources lends third-party credibility to your practice in online searches. Because reviews posted on these sites cannot be removed by the business, businesses are held accountable and can display ethical practices. Larger businesses and agencies can also use the Better Business Bureau and Google Business to collect their reviews and demonstrate credibility. Social platforms, such as Facebook business pages, can also serve as platforms for reviews. However, they tend to be less credible as businesses have more control over what is displayed to viewers.
Address negative reviewsSome advisors may be hesitant to open their business up to potential negative reviews, but the vulnerability and risk is what lends credibility to review platforms. Clients trust ethical third-party sites because advisors and business owners cannot remove a negative review. Instead, view it as an opportunity for you to put your ethics into action and understand what went wrong. In the event of an unfavorablereview, approach the situation with kindness and patience rather than rash action and anger. You will most likely know the client who left the review and can communicate with them outside of the review platform. Sympathize, fix the problem and let them know that you are there to help and it was never your intention to cause any harm. Go above and beyond with kindness and address the situation in a timely matter. More often than not, your clients will remove or edit their review. If the customer does not change it after a conversation, it is appropriate to respond to the review with a public apology. Share what steps you’ve taken to resolve the problem and mention that you hope to earn back their business. Infrequent negative reviews can easily be addressed. If you continuously receive negative reviews, it may indicate that you need to re-evaluate your ethics, priorities and business practices. When ethical values are evident in clients’ reviews, they help establish a loyal client base. Advisors should continuously evaluate ways their practices can emulate values in their actions. Ethical standards are not a one-time action or conversation; they are an essential aspect of your everyday operations that will create moral and monetary value for your practice. Leverage your online reviews to showcase and accelerate the benefits of your ethics and ultimately grow your business.
Latest posts by Brian Greenberg, MDRT (see all)
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