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Studies show that almost 70% of a shop's sales come from new customers. We all know that most shoppers find a florist by doing a Google search (which is why SEO is so important). What is not well known is that your review score often keeps shoppers from becoming customers.
You probably use Google Reviews yourself. Let's say you search for an appliance repair service. Google givers you 3 options. How do you decide which one to click on? The highest review score. The logic is straightforward: why take a chance on a company that has a 4.7 review score when you can pick one that has a 4.9 score?
Here is the dark secret: it takes about forty 5-STAR reviews to offset the damage to your score of a single 1-STAR review. Whoa. How can that be?
If you have a 4.7 review score and you receive a 4-STAR review, that lowers your average. A 3-STAR review lowers it even more. By the time you add up the damage of a 1-STAR review, you realize how destructive they are.
The solution? Play defense. Always monitor your score and if you ever receive a 1-STAR review, contact the person and give them a refund and a free arrangement and ask them to remove or change the score. This strategy applies even if it is not fair to the shop. The damage that a less-than 5-STAR review does is far more costly than a refund and a free arrangement. It is a no-brainer.
The next step is to pack your reviews with as many 5-STAR reviews as you can get. The more you have, the less damage any one score will have. To do this, you need an automated review generation program. The one we operate at TeamFloral generates on average twelve 5-STAR reviews per month and virtually eliminates 1-STAR reviews. Find one that works for you.
Interested in seeing how many reviews you need to build your score? There is a free tool at reviewtrackers.com
Interested in seeing how Google ranks your shop? There is a free ranking tracker on this site - just click on "Local Search Ranking" in the tool bar at the top of the page.
