Thanks to the wonders of internet, the world is more connected than ever, and consumers have a louder voice than ever before. This is largely positive for business and consumers alike. According to Think with Google, most reviews are 4-5 stars and written with the intent of altruism rather than revenge. They also note how even bad reviews provide an opportunity for businesses to engage with customers and potentially foster goodwill for their brand. Reviews are also a powerful tool for the senior living industry. Caring.com reports that 77% of consumer reviews in their Senior Care Directory are positive!
Below we’ll explore 3 important things to know about online reviews.
Where people look for reviews.
While it may seem obvious, Facebook is a huge resource for business reviews. With 2.27 billion monthly active users as of September 2018, the site has perhaps the largest audience, creating a big opportunity to get eyes on reviews of your facility or organization. Yelp is another well-known review site that may sometimes get overlooked by those in industries outside of food service. Two valuable resources within the aging services industry are Caring.com and SeniorAdvisor.com, both of which allow residents and their families to write reviews about a variety of facilities ranging from independent living to memory care to traditional nursing homes. A few other sites include: Google Plus, OurParents, and Golden Reviews.
How to ask for reviews for your organization.
There are many approaches to obtaining reviews for your organization. NextWave Care suggests identifying residents likely to give a good review using surveys or conversations, then asking them to leave an honest review. They also recommend asking residents’ family members to leave reviews, as 73% of the time, the children of residents are the ones doing the research on care facilities. With that in mind, it stands to reason that these reviews would appeal to a like-minded audience. Another approach would be to ask for reviews in emails by linking to the review sites, or including the links to review sites in your email signature so that potential reviewers may notice them during unrelated correspondences.
How to respond to negative reviews.
Even the most well-run facility can receive a bad review from time to time. Your first instinct may be to try and find a way to delete a negative review (although the ability to do so is becoming increasingly infrequent) they present an opportunity to let your brand shine. Potential residents and their families might just be impressed with how things are handled. Instead, thank the reviewer for their feedback, as this may disarm them and keeps you from appearing defensive. Then, let them know that they’re being heard and their concerns are valid. Instead of discussing nitty-gritty details, try and move the conversation offline by inviting them to contact you directly so you can remedy the situation as effectively as possible, privately.
Keep these 3 items in mind and you’re sure to be generating good reviews in no time! Stay tuned to our blog for more industry tips and insights.