21d • General discussion
My Exact Review Strategy
This review strategy generated 100 x 5 star reviews in 1 year
When I first started my detailing business, I knew having social proof would be one of the driving forces for my business. It would help me lower my CPL and give me more proof I could use for ads.
However it would also lower my CPL & CAC. Therefore what I did…
After completing every detail what I would say to the customer is “Hey if you leave me a 5 star review before I get home I will give you 10% off but it has to be done before I send the invoice "
I used this strategy to gain my first 10 reviews very fast, obviously sacrificing short term cash.
Once I gathered my first 10 reviews I started to implement a follow up system with every customer to gather feedback and reviews which goes like this.
The very next day after the service I would reach via messages and say.
“Hey Sarah, Ashlee here from Smiths Detailing Services.
I like to check in the day after to make sure you were 100% happy with the service we provided yesterday
Any feedback to improve anything would be greatly appreciated, we are always looking for ways to improve”
I structured the message this way because I genuinely wanted feedback from my customers, therefore I could make my service really good. It also gave me ideas on what up sells that I could implement.
Because if they thought the service would include a wax or engine bay I knew I could have extras that they might want.
If you check out one of my very first reviews someone literally said “I wish there was an option for an old school hand wax”
We implemented that up-sell for customers to add it on.
It saved me guessing what my customers wanted.
We sell 1:3 customers on a $85 hand wax now.
Once i got confirmation that the customer had no complaints i would send them this message.
That’s awesome to hear — we’re stoked you were happy with the service! 🙌
If you’ve got a spare minute, we’d really appreciate it if you could leave us a quick review on Google. The team loves seeing their work being appreciated.
P.S. We’re giving away a FREE Full Detail once we hit 50 x five-star reviews — your review could be the one that tips it over the edge!
👉 Insert Link Here
Thanks again for supporting a local business. 💛
Now in this message I have 2 incentives for them to leave a review.
The first one is the team loves seeing their work being appreciated. It's not for me as the business owner, because they already have given me their money. Why should they give me more?
It's for the team to see that their work is valued.
The 2nd incentive is, once we reach 50 x 5 star reviews we will do a give away.
This not only incentives a review but a 5 star review, because we can't do the giveaway until we reach 50 x 5 star reviews.
That way I'm not asking for a 5 star review but I'm implying that they should give us a 5 star without coming across as pushy or begging for something they might not think we deserve.
I am guilty of this but truly think how ridiculous it is to think your service could not be any better.
Like if this service was a 5 star service we would be picking up their vehicle, dropping it off, filling up their fuel tank, changing windscreen wipers, doing the most outrageous level of service to make sure that customer received a 5 star service.
Yes of course we could only do so much for the price point we offer however is it really a 5 star experience. Therefore don't get discouraged when you receive a 3-4 star review. Use it as motivation to make the service better.
But… This simple strategy collected 100 x 5 star reviews in one year however you have to make sure the service is actually good otherwise they definitely wont leave a review and we have gotten 1 star and 4 star reviews. Of course we make mistakes. I've had customers not even pay because we made mistakes.
We personally use those moments to learn from and implement new systems to protect our service and make us better as a team.
Hope you found this helpful, have a great day!
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My Exact Review Strategy
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Scaled to 6 staff & $500K+ in 1 year, now sharing all my SOP's, Templates & More...
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