How Important Are Ratings and Reviews to My Business?

Ten years ago, the idea of openly soliciting feedback from customers was innovative and reserved for larger companies. Now, since technology is so involved with everyday life, collecting ratings and reviews is not that uncommon even for the small guy. So how important are ratings and reviews to your small business? Is it something the smaller sized business should want or use?

Suffice it to say, what people are saying in their online reviews does have an important impact on your business, but this does not mean you should discourage reviews. In fact, you may want to set up your own system for customer reviews. There are a few notable reasons why a business would allow customers to rate services or products. If you really want to know what your clients think, give them a venue to speak.

Reason #1: Quality Control

Sometimes products you think customers will love end up disappointing them. They are too big, too small or don't hold up well to wear. To get a real handle on the quality and usability of your products, use reviews. When several clients complain about one product, it is a good indicator there is a real problem. Use ratings to help you monitor the quality control of the products you sell. By collecting this information, you as the small business can choose products your customers will truly enjoy and can depend on.

Reason #2: Customer Service

It never pays to have a bad reputation, and unfortunately, poor customer service can give you one. Monitor your company's customer service ability by listening to the reviews of your client base. Not receiving email responses or inappropriate language are problems you want to know about. With ratings and reviews, you can track these issues over short and long periods. Be a real customer advocate by keeping an eye on the people who represent your company's name.

Reason #3: Atmosphere of Openness

When some people think about business, they think of shady characters hiding out in backrooms hoarding money. As small business owners, we know this image isn't reality, but customers don't. Create an atmosphere of community and openness by inviting customers to rate their transactions. By doing this, you empower not only your business, but also your employees. It feels good to be part of a company that cares about its clients. A rating and review system will help your customer service department meet the needs of the public in an open, honest way.

Setting up a rating and review system can be as simple as building a blog or website. You don't need a complicated system, just one that allows customers to speak out in an easy manner. With star ratings or client comments, you will get a real reading on your business performance from your client's perspective.