In today's digital age, online reviews hold significant sway over businesses of all types, including the funeral industry. Positive reviews not only reflect the quality of service provided but also help improve visibility in search engine rankings. However, it's common for funeral homes to face challenges in convincing families to leave reviews. In this article, we'll explore a tried and true method that can significantly enhance your review collection process and strengthen your online presence.
The Challenge: Overcoming Customer Apathy
Online reviews are a valuable asset for any business. They provide potential customers with authentic insights into the quality of service and customer experiences. For funeral homes, positive reviews not only serve as a testament to your professionalism but also help build trust with future clients during a sensitive time. The issue many funeral homes encounter is that families often overlook review requests, assuming them to be automated and impersonal. So, how can you encourage families to leave meaningful reviews that reflect their true feelings and experiences?
The Solution: Personalized Engagement
The key to unlocking a higher review count lies in the power of personal engagement. Instead of automatically marking a case as completed in Parting Pro, take the time to reach out to the family via a phone call first. In a world where review requests inundate consumers, personalized engagement stands out. Families will view your call as a genuine gesture. They will recognize that their feedback is valued. Don't let apathy deter your efforts to collect meaningful reviews. By making that simple phone call before marking a case as completed, you can establish a personal connection, set expectations, and encourage families to share their experiences
The Simple Steps to Success
Have a Conversation Before Marking a Case Completed: Make a call to the family and listen first. Inquire about their experience and allow them to express themselves without interruption. Typically, families are appreciative and want to share their satisfaction. This is your opportunity to establish a personal connection and also share any additional insights that can benefit them.
Make it Easy: After the conversation, inform them that in about a day, they will get an email requesting they leave a review. Be comfortable expressing how important their feedback is to your organization, and thank them in advance for taking the time to leave a review. Explain that their review can help you assist other families who experience a loss, and this tends to motivate them as they would have the chance to reciprocate the help you have given to them.
Aside from encouraging reviews, these follow-up conversations can help address potential issues and misunderstandings. A little communication can go a long way in ensuring a smooth and positive experience for the family. You can run ahead of a potential negative review by allowing your family to express their experience. In doing so, you not only enhance your professionalism but also provide a better experience for your clients during a challenging time.