The Roman writer Publilius Syrus said, “A good reputation is more valuable than money.” When it comes to business, a stellar online reputation is worth more than gold.
Funeral homes can benefit a great deal from having a positive reputation. Most people only think about funeral services when they need them, and when they do, they go online to search for one that suits them. Online reviews will have a tremendous impact on their decision. Studies show that 93% of consumers are influenced by online reviews. That’s why managing your funeral home’s reputation through online reviews should be a priority for every funeral director.
Any marketing strategy for your funeral home should include ratings and feedback from customers. It’s an effective way of building trust with prospective clients. Managing your funeral home’s reputation through online reviews isn’t as hard as it sounds. Here’s what you can do:
Get Those Reviews
Remember the saying: if you don’t ask, the answer is always no! It can apply to online reviews as well. Don’t be afraid of asking your customers to leave feedback. Most consumers do intend to rate a business but often forget because they’re too busy. Send a text or call them and request a rating. You can also send a follow-up email to prompt them to leave a review.
Stay on Top of Things
Because of how critical online reviews are, funeral homes should prioritize them. The first thing you should do is assign someone to monitor review sites and be on the lookout for any mention of your company. This should be a scheduled daily task. Make good use of the numerous listening and monitoring tools out there.
Next, make sure you respond to every review, tag, mention, or retweet found. Send a positive and carefully thought-out reply. Thank the reviewer for the effort they made to send a review. You should also act on any concerns and suggestions made as soon as possible and answer any questions raised.
Keep It Classy
Positive feedback is the goal of every business. It makes managing your funeral home’s reputation through online reviews easier. Send the reviewer a short but positive reply. You can thank them for the review or say that you’re gratified to help them get through a difficult time. This simple follow-up will tell your client how much you value them.
Testimonials from satisfied customers will do more for your business than any ad. Take steps to ensure you can share these recommendations and feedback on your website. These reviews will go a long way in building your online reputation. Encourage site visitors to check these testimonials before they make a decision.
Turn a Negative to a Positive
No matter how good your services are, negative feedback is inevitable. Funerals can bring out the worst in people. And with emotions running high, a little misunderstanding can be blown out of proportion. The first thing you should do if you receive a negative review is to relax. Your business won’t close because of it. Negative feedback provides you with insight on a business aspect that you might have overlooked or need to improve on. Learn from it, adjust, and grow stronger.
You should also try to turn a negative into a positive. Regardless of what the reviewer says, you should always respond respectfully and professionally. Show empathy by acknowledging their feelings and apologize (even if you think the other party is wrong). Ask for clarification on the issue, then propose a way to resolve the problem. More importantly, discuss these things in private. Don’t engage an unhappy customer online; your discussions will remain on your website or page, which isn’t ideal. Call them or ask for a face-to-face meeting.
Go Where the Buzz Is
Managing your funeral home’s reputation through online reviews is easier if you go where the discussions happen. This practice entails regularly checking top review sites like Yelp, Google My Business, FourSquare, and the Better Business Bureau (BBB). You should also be aware of what consumers say about your business on Facebook and other social media platforms.
It’s good practice to make or claim a listing of your business on these sites. Try correcting company information (ex. address, contact details, business hours), and you’ll receive an immediate notification of any reviews.
Did the article enlighten you on the importance of online reviews? You should also read these tips on how to build your brand’s reputation.
One Last Thing
Getting online reviews for your funeral service company can be challenging. But it’s nothing Tulumi Digital Marketing can’t handle. We can help you get leads through a variety of digital marketing services.
Our marketing experts can assist your social media marketing, content marketing, and web design. Send us a message at hello@tulumi.com, or call us at (800) 481-1720.
