THE GOOD KIND OF GOSSIP How to Cultivate Valuable Customer Reviews
No matter how much someone loves their job, at the end of the day, most people come to work to get a paycheck. But providing steady income to your employees doesn’t mean they will automatically feel appreciated and stick around, and it shouldn’t! If you’re struggling with employee churn and an unhappy workplace, it’s time to look at how you can create a culture of gratitude. If you want to cultivate a culture of gratitude, you need to lead the charge. This doesn’t have to be a big production; a quick, genuine “thank you” when you’re passing through the break room can go a long way. A study from the University of Pennsylvania found that when leaders expressed gratitude to their employees, those employees were 50 percent more successful. Plus, employees that feel appreciated tend to have a higher degree of job satisfaction, which is crucial for longevity. Offering good benefits shows employees you’re invested in their overall health and futures. If you find yourself losing good employees to your competition, it might be time to look at what they offer that you don’t. Are you paying employees a fair wage for their work — or better? Do the benefits go beyond the legally required minimum? Are they the kinds of benefits your employees actually want and need? Having a reputation for offering the best benefits in your area will attract quality employees and make your current employees feel valued, keeping them from seeking greener pastures. Why You’re Experiencing Churn Instead of Gratitude THE CURSE OF THE UNGRATEFUL EMPLOYEE BE A LEADER KEEP COMPENSATION AND BENEFITS CURRENT Respect is one of the top three things employees look for in the workplace. In fact, a 2012 survey of social workers found that a lack of respect is a large contributing factor of voluntary turnover. Paul Marciano, organizational psychologist and author of “Carrots and Sticks Don’t Work,” outlines a few critical ways managers can show respect. • Equip employees with the tools they need to be successful. • Set clear expectations and hold employees accountable. • Practice thoughtfulness, empathy, and kindness. • Trust in your employees’ abilities — don’t micromanage. Employee happiness doesn't have to come at the cost of company profit — just look at Salesforce! This global CRM leader was voted the No. 1 spot on Forbes “100 Best Companies to Work For” list in 2018. More often than not, happiness translates to overall success. Look around and see how you can start building a culture of gratitude and happiness at your own company. PRIORITIZE RESPECT
When you’re thinking about buying a new product or service, what’s the first step you take? If you turn to the World Wide Web in search of reviews, then you’re in good company. According to a survey conducted by BrightLocal, 85 percent of consumers regard the customer review to be the single most credible and trustworthy source of advertising. That same survey found that 68 percent of customers surveyed were willing to provide feedback for a company. So, how do you get your customers to write the glowing reviews that help close deals? Don’t rely on customers to go to your website to leave reviews. There are numerous websites you can utilize that make leaving feedback more convenient for your clients. What’s more is that these other platforms are highly trafficked. BrightLocal found that Facebook and Yelp were consumers’ most trusted sources of user reviews in the U.S., but you can also use Google My Business or the Better Business Bureau. Most importantly, be sure you are active on all the platforms you use. DIVERSIFY YOUR PLATFORMS
OFFER INCENTIVES
Give your clients a reason to write reviews. Consider offering incentives like a discount or coupon code, coffee gift card, or an entry to win a contest for an even bigger prize.
ASK THE RIGHT QUESTIONS
Think of the review process as a conversation rather than a request to be met, and use open-ended questions to start. Before you even request a review, you can ask customers questions like “How was your recent experience with us?” or “How are you liking your product?” That way, you can gauge their satisfaction before they leave any feedback.
RESPOND, RESPOND, RESPOND
The last thing you want to see is a scathing one-star review. But no matter how hard you work, they are still bound to happen. When you receive one, take the time to respond thoughtfully — without being defensive — and try to come up with a possible solution to the complaint. And be sure to respond to your positive reviews as well. When you show that you engage with all of your customers, prospective ones will be more likely to give you a shot.
2 | (410) 832-0000 | jwyatt@harrisonlawgroup.com
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