We have a few posts in our Blog detailing how to get more reviews for your business through various websites like Yelp, Google, Facebook and TripAdvisor. This article will help you to create an Automation that will help you get constructive feedback while generating more positive reviews. (If you’re new to using Automations, it might be helpful to read that article first.)
Ready? Let’s get started!
Create the Automation
1. Click on Automations on the left menu in the Portal.
2. Click on Add New Automation button
3. Choose a Name, Location and Campaign
We’re going to use the name “Feedback Request Email”
4. Choose a Trigger for when the email will be sent
We’re going to tell this Automation to trigger when a customer Disconnects from the WiFi.
5. Choose if you want a Delay for the Trigger Event
We want to delay 30 minutes from the time a customer Disconnects from the WiFi until the email is sent.
6. Choose the frequency for this Email to be sent
We’re going to send this Email just once, the first time a Customer comes in.
7. Choose the App to use for this Automation
All customers get access to our SendGrid account for free. Choose Email here.
8. Choose the SendGrid App. Then fill in the blanks for your Email that your customers will see.
9. Choose Start from Scratch if you want to start with a blank canvas, and let’s get to Email making!
But first…
Before we get started, we’re going to need your business’ Google Review link. (Assuming this is the site where you want to increase your reviews. Check out our blog posts for the others) We’re going to simply follow the Google instructions.
From a computer:
1. Sign in to Google My Business.
2. If you have multiple locations, open the location you’d like to manage.
3. In the menu on the left, click Home.
4. In the “Get more reviews” card, you can copy your short URL to share with customers.
Create the Email
You can create an email from Scratch, a previously created form, or one of our many templates available to you. The main part that you’re here for in this article though, is how to get more Reviews for your business. So what we’re going to do, is use that Google Reviews link you just obtained, and put it into the Feedback Request Email automation. Here’s a quick sample of something you could do:
Positive Feedback
Not bad. But with time and patience, I’m sure you could come up with something even better. But let’s focus on the 2 smiley faces in the email. First, if your customer is clicking the happy face, it’s safe to assume they would leave a generally positive review: so let’s make that easier for them.
1. Click on the happy face (or thumbs up or whatever you used in your email)
2. On the right column, scroll down to the Action section
3. On the Image Link dropdown, select Open Web Page
4. In the URL, enter the link you got from GoogleMyBusiness page
Your positive feedback loop is created. Now let’s work on the negative feedback…
Negative Feedback
Negative feedback is useful to your business. If a customer had a bad experience, it’s a good thing to find out what happened! That way you can see if there’s something you can do to improve your products or services. But instead of hearing about it publicly on your Google Reviews page, how about getting a private email instead? Let’s make it easier for them to send you a feedback email.
1. Click on the sad face (or thumbs down, or whatever you used in your email)
2. On the right column, scroll down to the Action section
3. On the Image Link dropdown, select Send Email
4. Fill out the fields Mail To, Subject, and Body
These fields are what will be auto-populated in to your customer’s email client
That’s it! Now take that negative feedback and improve your business. But also don’t forget to monitor the good reviews on Google as well! Interacting with customers even to say “Thank you for your review!” goes a long way.
Good luck!
