Private Investigator Referrals and Reviews
- December 06, 2011
- by PInow Staff
- Business Tips
Helpful hints for getting reviews and referrals
Unhappy clients are more likely to write online reviews than satisfied clients, so it's important to encourage satisfied customers to submit reviews. Happy clients aren't always active about giving positive feedback, so here are a few tips for getting the most out of your reviews.
- Under-promise and over-deliver. If you meet expectations, your client should walk out the door happy. If you exceed those expectations, your client might leave ready to spread the word.
- When your client has a problem, fix it. If a client has an issue with your service, solving it is an opportunity to leave the client with good feelings toward your company. A client that walks away satisfied and had no issues might not share their experience, but if you cleared up a major problem that could have been disastrous, that client might be more vocal about their experience.
- Ask for a letter of recommendation. If a client tells you they are happy with your services, ask them for a recommendation. You can then post parts of it as a testimonial, or even supply it to potential clients. You can also ask repeat clients if they know anyone else who uses investigative services on a regular basis.
- Ask for specific reviews. If you encourage a satisfied client to write a review, ask them to be specific about how you helped them. ‘Great service and very personable’ isn’t quite as powerful as "XYZ Private Investigators found the information I needed, and handled the situation with discretion and empathy. I’d recommend their services to anyone."
- Ask your Facebook fans for feedback. Post a question asking past clients how you’ve been most helpful and how your business can improve. Negative feedback is just as important as positive feedback, and something potential clients actively look for. This way you can show that you care about your clients, get controlled negative feedback, and show how you interact with your clients. It might also give you the opportunity to help clients that weren’t completely satisfied.
- Create a channel for feedback. A follow-up email or online poll can be a place for clients to share their likes and dislikes about your service. Most people don’t complain in person, even if they're asked. With this approach you can get some insight to what problems you need to fix. And if anyone gives a great review you can always ask to use it as a testimonial.
- Network with friends and family. Although your friends and family probably haven't used your services, they can still recommend you to people they know. Often enough, people choose to go with someone who is connected to someone they know and trust.
- Get involved with your community. It's hard to get referrals from people who have never used your services and don't know you very well, but if you interact and network with your community you might be remembered the next time someone needs an investigator. Most people are fascinated with your profession, so it should be an easy talking point.
Places where reviews can function as referrals
Ideally, your satisfied customers will be sending new clients your way, but if you aren't getting enough traditional referrals here are a few places where reviews can function as referrals.
- Local Search Listing. Once you submit your business to local search, encourage clients to rate your service and write a review on that listing. This way, people who are searching for a private investigator online can get a feel for your customer satisfaction rate.
- Facebook Page. Facebook is one of the most important places to showcase your reviews. If a satisfied customer leaves a positive comment on your business page, not only does it boost confidence in your page visitors, but that comment is also visible to the commenter’s friends.
- Website. When a potential client visits your website, they are checking for signs that your business is legitimate. Testimonials and reviews from recent clients can turn those page visitors into clients.
Keep in mind that your online presence is how many potential clients will find you, so it's important to put your best image forward.
Having a constant stream of clients takes a great deal of effort and balancing. It's important to manage your online identity and do your best to get positive reviews, and also make the most of your relationships with previous and repeat clients. Whenever you find out a new client is a referral, be sure to thank the person who sent them to you. It's a simple gesture that could send even more clients your direction.