Selling Online Reputation as a Service

 

Topics Covered in Session 2:

topics-covered

  • Keypoints of Selling Reputation Management
  • Overcoming Client Rejections
  • Example GetFiveStar Package offerings and pricing ideas
  • Members Discount – Step-by-Step

Watch the Complete Session Recording:


If you have trouble viewing the video above, click on this direct Video Link:
http://expand2web-training.s3.amazonaws.com/Experts13Feb2014.mov

 

Here is the Session as Audio MP3:

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Audio only: MP3 File [to download right-click and save-as]

 

Here is the Complete Presentation for Download:

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Complete Session Slides: Session Slides (5.8 MB)

Notes for the Session:

step-by-step

Please watch the recording above first!

Quote of the Session: “A great way for recurring revenue.”

 

 

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Why Online Reviews are critically important for every business:

1. Increased Sales and Conversion –
Online reviews ultimately increases sales. Customers trust online reviews the same way as they do personal referrals.

2. Understand and Better Serve Your Consumers –
Online reviews can tell you whether you are doing a good job or what you are doing wrong and how to improve your service.

3. Improve Rankings –
Google takes online reviews as a life sign of your business. Reviews are playing an ever increasing roll in helping you rank high.

(Please visit Session 1 for more http://members.expand2web.com/online-reputation-building-hype-or-reality)

 

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Responding to Customer Rejections

  • #1) I don’t need Online Reviews!
    1. Increased Sales and Conversion –
    Online reviews ultimately increases sales. Customers trust online reviews the same way as they do personal referrals.

    2. Understand and Better Serve Your Consumers –
    Online reviews can tell you whether you are doing a good job or what you are doing wrong and how to improve your service.

    3. Improve Rankings –
    Google takes online reviews as a life sign of your business. Reviews are playing an ever increasing roll in helping you rank high.

  • #2) Too Expensive!
    “Retaining or gaining just one customer a month will pay for reputation management.”
    Getting a new customer is 6x more expensive than keeping an existing one!
  • #3) Not sure where to start!
    Huge opportunity here if you are a consultant! Help the Business owners set-up an online testimonial capturing process. We’ll cover more on how to do it later in this session! If you are a business owner check out GetFiveStars.com .
  • #4) Not enough time and too complicated:
    Fair point it does seem a little overwhelming. It is possible to set up a custom contact form to capture testimonials and to manually enter Testimonials and Reviews into a Website. However, this may not be time or cost effective. Let alone the technical hurdle of getting the Schema.org code correctly to have Google recognize the content as Reviews. It might be better to use a Reputation Management tool like www.getfivestars.com which is perfect for the business owner and the consultant alike.
  • #5) I don’t have my customer’s email.:
    That’s OK. Many businesses don’t have email addresses for their customers.
    Now is a great time to start collecting them!

    Some companies just use a clipboard, and ask their customers to add their name and email address after their visit. Ultimately this depends on the type of business you have, but collecting email addresses from your customers is a best practice for any business, and can lead to better customer relationships and more repeat business.

    Additional Tips when using GetFiveStars: GetFiveStars works great on mobile devices like iPhone, Android phones, iPads, etc. so you can just add the customer’s name and email address right while they are in your office.

    GetFiveStars also provides a short direct feedback “URL” unique to your business. The URL can be added to printed media, invoices, bills, tabs, receipts, business cards, QR codes, SMS etc – and does not require you to know the customers email or name.

  • I am afraid of bad or negative reviews:
    Embrace Negative Reviews! No seriously. Negative Reviews Can Help Your Business. Potential customers tend not to trust an all 5 star review rating.

    Negative Reviews are a golden opportunity! Look at Amazon.com who places the worst review next to the best review. Negative reviews can even create loyalty from people who had a good experience and make them more inclined to leave a review on their own.

    • Negative Reviews create trust and credibility
    • Negative Reviews provide you feedback on how to improve your service, product and/or offerings.
    • Negative Reviews can improve your SEO
    • Negative Reviews often trigger people to leave positive reviews

 


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FAQ for Selling GetFiveStars to your Customers

 

#1) First Step in Selling GetFiveStars

  1. Set up an account by visiting http://getfivestars.com/
  2. Expand2Web Members: Send us the email address you used for instant discounted pricing.

All your clients will be a business under your GetFiveStars account. You will be billed monthly for the amount of businesses you have. If you are just starting out and you have 0 businesses / accounts in GetFiveStars you will of course be charged $0.

As an Expand2Web Experts Member the cost is only $10 per business you add. This allows you to markup and invoice your customers any price you want. See package ideas below for pricing and examples.

 

#2) How does the billing work? Does GetFiveStars Invoice my Customers?

All your clients will be a business under your GetFiveStars account. You will be billed monthly for the amount of businesses you have. If you are just starting out and you have 0 businesses / accounts in GetFiveStars you will of course be charged $0.

This allows you to markup and invoice your customers any price you want.

See package ideas below for pricing and examples.

Each business under you will of course be able to log into their account without seeing any of your other businesses or pricing information. After adding a new business within GetFiveStars click on: “Account -> Business Details” from the top menu to set up logins for the business owner if desired.

 

#3) Selling GetFiveStars to your Customers – Package Ideas

The following are stand-alone package ideas. You can of course bundle GetFiveStars with any existing SEO, Content or Website Maintenance package that you are already offering to your clients.

You could charge a setup fee to get a customer started with GetFiveStars, however we found it is easier to just offer a monthly flat rate to get the customer onboard. A set up fee could be a selling obstacle.

Package Idea 1)
Complete Online Reputation Package

You as the consultant manages everything for the client.
Charge: $50 to $100/ month

Workflow:

  1. Set up the GFS account.
  2. Set up online reviews link within GFS
  3. Customize the feedback email templates
  4. Embed the reviews widget on their website.
  5. Set to automatically approve positive reviews to show on the clients website
  6. You ask your client for an updated customer list every month or week and import it into GFS.
  7. Monitor feedback as it comes in and send a weekly or monthly report to client. This is in part automated by our GFS Dashboard.

Package Idea 2)
Setup Only Package

You set up the account and the business owner manages their own customers and feedback request.
Charge: $30 to $45/ month

Workflow:

  1. Set up the GFS account.
  2. Set up online reviews link within GFS
  3. Customize the feedback email templates
  4. Embed the reviews widget on their website.
  5. Set to automatically approve positive reviews to show on the clients website

It will be up to the client to add new customers and monitor ongoing feedbacks etc.

 

#4) Is there an Affiliate Program for GetFiveStars?

We want our members to succeed and we do not want to cut into the revenue opportunity of our members. Therefore we do not offer an Affiliate Program.

 

#5) I have a customer that seems like a good match for GetFiveStars – Now what should I do?

Approach your customer explaining the importance of online reviews using resources from this session as well as our “Selling Resource page”.

The next step is to log into your GetFiveStars account and to add the business. See video here.

Once you have entered the business you can decide if you want to give the business owner access to his/her reviews and customer dashboard. This is ideal if you are only selling a “Setup Package” as shown in the package and pricing idea #2 above. If you are managing everything for the client you may likely not need to set up access for the business owner. Access can be added at any time by selecting the business and clicking on “Account -> Business Details” in your GetFiveStars Menu.

The next item is to setup a method on how the customer pays you. The easiest and best way is to use Paypal.
Visit Paypal for more.

 

#6) Do I need Whitelabeling and what is it?

You do not need Whitelabeling to use GetFiveStars with your clients.

We offer Subdomain Level Whitelabeling . The primary advantage is that all customer communication and emails will not contain the GetFiveStars logo. You will also have a login area for your customers (if desired) using a subdomain on the GetFiveStars server. Example: yourbusiness.reviewability.com

Whitelabeling can be added at any time to an existing account regardless of the amount of businesses in the account. The account must have an active payment profile. Payment information can be entered even if an account is still in the 15 day trial.

 

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#7) Special GetFiveStars Pricing for you our Expand2Web Members!

As a Expand2Web member you only pay $10 ($29 regular) for each business you manage.
This is our lowest pricing tier reserved for large Agencies with over 100 customers.

Why $10?
Because we need to pay for each email send (using Sendgrid to make sure to get the highest delivery rate). We also have considerably high server costs -All data is stored, send and received on secure servers.

If you manage everything for your client you may also be interested White-labeling.
Up to you. White-labeling can be added at any time! More here.

 

#8) How to Sign Up for GetFiveStars and our Special Members Pricing

  1. Set up an account by visiting http://getfivestars.com/
  2. Expand2Web Members: Send us the email address you used for instant discounted pricing.
  3. White-labeling (Optional).

    If you manage everything for your client you may not even need White-labeling. Up to you. White-labeling can be added at any time!

    Once your account has an active payment profile (meaning a Credit Card or Paypal is associated with the account when can set up white-labeling for you – simply email us.. By the way, You can add a credit card or Paypal even before the free trial is up. Simply go to “Account -> Payment Information”.

 

#9) Does Expand2Web have Sales Material for GetFiveStars I can use?

Yes- feel free to use all of our content, presentations and videos. We are always adding more. Visit the “Selling Resource Page for a list of items“.

About Thomas

Lead Developer and Community Manager

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