Get more feedback and reviews
I need new eyeglasses and went for an exam the other day. I was impressed with the thoroughness of the exam and the help the optometrist’s staff provided me with choosing the right options. They took their time, answered all my questions, and dutifully laughed at my dumb jokes.
My original plan was to get the exam at the optometrist’s office and buy the glasses somewhere less retail. But I changed my plan and bought from the optometrist.
I didn’t even negotiate. Bad lawyer.
I bought from them because they did such a good job with me, I felt a little guilty buying elsewhere, and because they made it so easy for me to say yes and be done with it.
Great service and convenience cost me more, but it was worth it.
Your clients will often “pay retail” for the same reasons.
The next day, I got an automated request for a review from the doctor’s office. But as much as I was happy with them and would recommend them, I didn’t respond because the email said the review would automatically be posted online and would include my full name.
No option to provide feedback anonymously, or to provide a review with just my first name and last initial.
So now, the doctor won’t get a review or feedback about what I thought they did right and what they could improve. (I had two small issues I would have “complained” about if I could have responded anonymously, or at least privately.)
Don’t make that mistake.
Ask all your clients for feedback and have it come back to you, not automatically made public.
If the feedback is negative, you don’t want that posted online.
If the feedback is positive, reply to the client, thank them, and ask for permission to post their feedback (review) online, or ask them to do it and give them the link.
And whatever you do, if you want more reviews, give the client the option to provide one without using their full name.