In Bruce Springsteen’s song “Drive All Night,” he sings, “I swear I’ll drive all night just to buy you some shoes…” Bruce will go to great lengths for love. But going above and beyond is not something we always expect from a service business. When my 1-year-old son and I got stranded at the Cleveland Airport in the middle of the night, a car service we hired at the last minute went out of their way to provide us with excellent service and drive us over an hour to our hotel.
What did the company get in return for safely transporting a tired mama and her even sleepier baby to their destination? A glowing customer review. And what did I get in return for writing a glowing Google review for a professional, top-notch car service? A personalized Thank You.
This is what I have learned about customer reviews and thank-yous: A simple follow-up Thank You email or phone call is a meaningful gesture that 1) reminds your customer why they wrote you a review in the first place and 2) gives you, the owner, the opportunity to make one more touch letting them know how much you value their business.
Our customers often ask us if they need to offer a discount to customers that write them a review online. The answer is no. Your best customers will review you because they want to, not because you’re giving them something in return. A Thank You email or letter is a great way to show how much you appreciate their review.
The Thank You that I received from my favorite Cleveland car service actually came in the form of a voice message on my cell phone from the driver himself. At the time, I was a little surprised to hear his voice on my phone and thought that maybe an email would have been better, but then again he did not have my email address. His message simply thanked me for taking the time to post a review for him and said that he looked forward to serving me again if and when I was in the Cleveland area.
Another option for thanking your customers for reviews, especially if you don’t have their email address or phone number, is to post a comment on the review. Several review solutions with management options enable you to do this. Commenting on a review is a way of simultaneously thanking your customer and showing your prospects how much you value your clients’ feedback and support.
One thing is for sure: A Thank You is worth 1,000 words because it not only helps you retain your current clients but also helps spread the word about how you do business.