Overview:

The podcast discusses the importance of online reviews for businesses and strategies for getting more reviews. Scott shares that he has had success getting review responses through text messages. The discussion focuses on first getting positive reviews to build up a strong online presence and trust, so that when negative reviews come in they have less impact. Getting quality negative reviews and responding well to them is also recommended. Scott provides an example of a client who gets 70% of review requests turned into actual reviews through follow up text messages. His software helps businesses better manage their online reviews across platforms.

Takeaways:

• Reviews are an important asset for businesses and can significantly impact search engine rankings, trust, and new customer acquisition.
• It's important to actively manage reviews across platforms like Google, Facebook, and industry-specific sites to ensure consistency.
• Framing review requests strategically and timing them appropriately can increase response rates. Reminding customers of the value of reviews can also help.
• Responding to reviews in a timely manner, addressing keywords, and monitoring for mentions are important review management strategies.
• Negative reviews should not be blocked but can be an opportunity if addressed well. The response is important to maintain trust.
• Review data from management software can provide insights into performance and areas for improvement.
• Reviews help attract high-quality customers who spend more and provide referrals to similar audiences.
• Consistency with reviews can increase the likelihood of customers providing referrals due to the influence principle.
• Examples of businesses that have highly optimized their reviews processes include those in construction, home services, and consulting.
• Case studies show reviews have led to significant new business opportunities within short timeframes for some clients.

Automatically-Generated Transcription:

And yeah.

So we're gonna, we're gonna start off with Scott Baker, who's really one, one of the things I found incredible, Scott and I were talking a year or two ago regarding reviews and, and Scott's mind, all the stuff he was telling me about reviews, it was like, wow, I've, I've yet to yet to hear any of this stuff.

And I said, man, you should, you know, get into the reviews, into the reviews game.

So since then, he has, and, and he's getting some really good results and he's shared some of the stuff on these calls and I said, why don't you come along and, and, you know, and deliver a, a presentation.

And yeah, I'll let you, I'll let you take the reins from here, Scott.

I'll make you a co-presenter Okay.

So that we can, so that we can share and make co-host.

And we've got Judith arrived.

Hey Judith.

So we have another female here, Julie, she was feeling a bit like she, she's the only one.

And, and Ari and also Anoop first session.

So I'll introduce you a bit later, Anoop, when we have the break.

But yeah, great to, great to see you here.

And, and Kate and Ari have also arrived.

So I'm gonna hand the reins over to Scott and yeah, let's, let's Scott work his work his magic.

Awesome.

Thanks Heap, Scott.

And I want a big thank you to you too, 'cause you've, uh, had a huge impact on my, like, my whole business, my life, that when you had that discussion, it led to some extraordinary opportunities and it's very grateful for, uh, that insightful conversation.

And also Kate, who's on the call as well today, she's been incredibly, uh, helpful with helping me grow my business rapidly recently.

But when I go through the presentation, I'm gonna give you a bit of a how, what and if, and I'll probably stop at different points and say, is this of interest?

'cause the stuff that I think we should get to pretty quick is the case study stuff that I've done that's been quite extraordinary in the last 24 hours I found out.

And also just a different approach to how people are seeing reviews in the market.

'cause there's a lot of people are just talk, like everything's fairly cookie cutter approach in terms of you, you ask for a request or you just hope for the, the review to come back in.

I've spent two years doing a business school, uh, thing, uh, project.

And it was all about reviews, net promoter score, how Apple use it to really dominate the market and lots of other areas.

But I'll go into a tiny little piece of it.

I'll quickly show you how it works from a software point of view.

So you can just see, okay, this is what it can be done.

And then I'll go into the what is the nitty gritty and the part that I would like to know myself.

So let me just put the screen on, just, uh, can you see the screen?

Is that all coming through?

Okay.

Yep.

Okay.

So I'll quickly run through this.

This is the technology behind reviews and the why and a few of the other bits and pieces, but it's not just about the reviews that actually that dominate, it's what they do within the invisible side of the, the, the Google and all the other areas.

So what I'm gonna do is give you not the technology behind Google.

I'm going to give you the mindset or the brain science as to why people do reviews and the, the structure behind that.

So lemme just skip page.

So each business should have the ability to manage their online reputation.

One of the things is with reviews is it's your most valuable asset, your reputation.

So if you're not fortifying that in some way or protecting that, then you're a bit of strife.

You also wanna be found by your customers.

A lot of this is gonna be basics, but it needs to, I think we need to use it to get to the, the next point and then see what's being said online and engage in online conversations and think of more of like a lighthouse scenario as we go through this.

So having a tool that enables clients or yourself to be able to confirm they're listed correctly.

'cause if you're not listed correctly, it will impact your, uh, rankings across Google in this relation, in this particular area.

Be able to monitor and manage all your reviews across all the different areas and see how you compare to your competition and seeing what's being said about you.

Um, seeing all the reviews from all the top review sites with Google, their, their algorithm is that they want to have, uh, an aggregated score.

So they want you on multiple review sites.

And if you are on multiple review sites, but you're not, the spelling of your business isn't correct, you won't be using that aggregated score to your advantage.

Also, to benefit from the algorithms, you need to be responding to your reviews in a, a, a unique period of time, like a short period of time and keep getting key.

The keywords that you are used in your reviews also, sorry, the words used in your reviews act as keywords in your ss e o.

So it's really important that, um, continues.

We can go into all of these a lot deeper, but just one sec.

So then you wanna have, you wanna be responding to clients when they do a review.

And so it's important that you know that you need to do this, but explaining this to your clients as well, that they must be responding to their clients when they've done a review.

And you can have templates and things like that.

But just doing that, also explaining to clients on having it on your website so that you've got a, an embed code which will show how your reviews are going.

All this is pretty straightforward, but then there's also making sure that it's, you're watching any mentions that are online like Google, what's it called?

Um, when you, are you joining?

Oh, hang on just one second.

Yeah, so then you've got, it's, you want to making sure this is, fits more into your reputation side of things.

And again, this is just a bit of an overview, but you want to be making sure that's been, um, monitored as well.

And then there's the primary listing.

So there's a lot of listings out there that people think there, there's only a, a say two or three to be on, but there's, in some cases it could be 30 or 40 different listings you could be being on that are to do with say there's a lot to Smith and working with, they're missing out on a a dozen of those different listings and being on all of them.

It just gives you a higher reputation with the invisible side of the Google space.

And so these are showing how they work with the citations.

I'm not the biggest on citations, dunno how they all work, but I just know how important they are.

Then also keeping an eye on your competition, that's really important.

All this stuff here is pretty standard stuff.

And then we've got social monitoring, connecting your social media when your reviews are coming in, using 'em as part of your marketing so that you're getting it out there and amongst it all, I'm going fast on this because I'm trying to get to the, this is exciting, but I wanna get you the, the really juicy part.

So then you can also, you wanna be having, seeing where you're improving over time and then you're obviously requesting feedback.

So how the, the quickest response is, is you collect the people's phone numbers and emails, you upload that customer's information, you send the s m s or email in a review, review request in the software, and then the customer leaves a review and then you respond and then you um, share it around.

Um, you can do them in, you can, if you're doing bulk amounts, you can do them in a, uh, a bulk file.

You can include one in phone numbers.

What we're finding is the biggest response rate is text message.

Like 99% of them are opened.

We've got one client who's 70% of all review requests are being turned into reviews, which is, there's no one else in my, all my customers that have it, even that high of open rates, let alone review responses.

And he just does text messages and he does it at the beginning of the transaction before anything happens and makes no sense.

But it works really well.

Other clients are not willing to try it.

But I would highly recommend giving it a go.

If you have clients that are like that, then there's keeping on track of on, sorry, on top of those things.

So you can have templates, you can send them out via the text and email and sending 'em out in that way.

So that, one of the key elements too is you don't just wanna send them a review request once, you wanna send it multiple times and see if they've opened it, see if they have send it again.

And there's software.

You can buy software.

I've got software that does it, but there's lots of software out there that can do that as well.

And then it sends it two or three times and then, and then it leaves them in peace.

This isn't about software because if it was about software you could go out and buy it off a shelf anywhere else.

There's a lot more brain science that I love about this stuff that I'm just about to get to.

But I just wanna show you, this is the engine behind it that you can access from multiple places if you choose.

So you have first party reviews, which is reviews that are going onto a, a site that you would host and then you have third party, which you're going onto Google and Facebook.

There's a reason for that in that Google don't like you banning blocking negative reviews and, and I would highly recommend never blocking negative reviews.

Software can do that.

It can stop them going public.

But I would highly recommend that you really consider that the what will happen if you do.

'cause it's not considered a white hat, uh, process.

This is the part here.

That is probably one of the things if you're going to take away from today, whatever you're doing, stop and have a look at just this one part for you and your clients.

Especially if Google plays an important role.

If we've typed in, uh, a dental company that we want to go to a dentist, the only thing that's gonna determine whether or not they come to our website is these sec this section here.

It's the font.

No one has control of the font, no one has control of the color of the font.

No one has control of the color of the stars.

All you have control of is your average of stars and how many of those orange ones you've got and the total, it's those, they're, they're the key determining things.

It will determine if someone wants to come to your page or not.

'cause Google are the gateway to your website on this particular page here.

They don't have a call button, but sometimes they'll call straight from this particular page.

And it's critical that if, if you are, if you can consider how important the reviews are, this part here is your flagship to your webpage.

I've even got clients who don't have a webpage, they've got a Google My Business page and they're getting, they're doing well because they're, they don't need the webpage.

They just use this, this element here.

And as long as they've got Google my Business and reviews and they don't, and you could technically not even have a webpage, but you can have the best webpage in the world.

But if they can't get to it through here and they don't know how to spell it exactly, you're in big strife.

So the value of those stars, the latest report from mosh, I think it was that sitting in number second is the most important reason for s e o.

Now I know they changed it around a bit, but it's, I don't see how it's going to not be important going forward, which is why I'm stacking the deck in that direction.

Yeah, you can see how your reviews are tracking and, and things like that set up widgets on your site.

This is all pretty straightforward.

So here's the part which is my most exciting thing.

So there's a number of areas you need to consider with the reviews.

One is if you think of a map and everyone's got their little tag and they're trying to see where you are or where you are, wherever you come up in Google, we just, I just spoke just briefly about how important those stars are.

Those stars are gonna determine whether someone picks you over someone else.

And you can, we can sit here and discuss whether you do or don't base your decision on reviews.

But if you are selling a product or you're selling a service, people are going to, if the last bit of their research first bit might be reviews and the last bit might be reviews, they're still going to double check the social proof to confirm what they believe might be true.

So you've got them, they're now a client and they're using your service.

So how do we get the review Scott?

That's what I wanna know.

The most valuable thing that I've brought with my clients is the framing of the request and the timing as well.

So if you can time it just so that you ask it at the right time, then request it at the right time top of mind, you're gonna get a better response.

If you frame it, they will ask you for the review.

I'm gonna use one particular case study, which is a locksmith.

And when he started a few years ago, he was having a major issue with clients ringing him up, price checking, he couldn't do the job, they'd hang up on him.

We were also, uh, trying to get reviews.

So I said to him, when they ring up, tell 'em you can't do the job and then follow then do it this way.

So they'd say, no, I can't do it.

They'd say, I'm gonna ring someone else and go, look, I'll tell you what, where do you live?

They'd say, I'd live over in, it was in Central coast.

So somewhere say Raymond Terrace, look, I can get there at four o'clock but I, the only thing I'll have to do is I'll have to move some things around if I move things around and can be there by four o'clock.

Can you, will you promise that you'll be there by then and not they're there?

And they go, yes they will.

'cause they're now thinking I've got something.

And he goes, the reason I want you to be there at 4:00 PM is because my great clients always leave great reviews.

And they go and he goes, that makes sense, does it not?

And they'll go, yes it does.

So by the time he gets over there, they're there at four o'clock, haven't called the competition, which they were in the past and asking to do a review on the spot before he'd finished the job.

So the planting of that identity in the client and telling them that great customers leave great reviews make sense, does it not?

They just need to be reminded that they wanna be one of those great clients.

Um, we use it in retail.

We say, we'll say out loud in front of other clients, Hey, to see the amazing review Ted did about his new kayak purchase.

Yeah, yeah.

It's always lovely when people do great reviews, isn't it?

And then that client walks out, hops in their car and does a review.

Um, we're not asking for them, they're doing 'em.

So that framing that you can do at the different type, different stages of the journey can make a big difference.

And if it's a big ticket item, you might be just talking up your great reviews and planting that seed so that when it comes time to ask, they're like, I, that's right.

I wanna be one of those guys.

He talks about fundamentally that locksmith, he's now at over 200 reviews and dominates the market and the case study on his stuff is really quite extraordinary.

So that's the process of the framing of the the question.

So the other part here is with blur, the cannonballs there, the other part.

So if you think of your reviews, why they're valuable because they'll generate revenue and I'll show you how much in a moment.

But what they'll do is they'll protect your reputation.

So imagine the reason I've got cannonballs here and the star shaped is a star shaped fort, which I didn't know existed until recently, is the strongest fort that you can get.

The reason being is a cannonball when it hits it ha if it hits it on an angle, it's really hard for it to hit with the velocity that it is.

Why does that make any difference to us?

Think of a lighthouse that's a star shaped and you've built that lighthouse and then all of a sudden you get a negative review, it's gonna deflect pretty quick because you've already got that defense in place.

You've already got that structure, you've already got the, uh, fortification to protect your most valuable asset.

So on top of that, and guess who builds that asset for you?

The client.

The client puts their hand in the air and goes, Hey, we like you so much, we're gonna give you a brick to put into your structure here to build your lighthouse of, to shine brightly so other people can trust.

You are the right person to choose in this modeled world of confusion of what could pick, they're gonna build it for you.

Then they're going to, I'll get to the next slide, then they're gonna go out there and defend you like an army because once they've put their name to your business publicly, they're not gonna let anyone else have anyone else they should be working with except for you.

So they'll defend you on that.

So the value of getting them to put their name publicly to your business makes them an army out in the work out, out there bragging about you.

So they're gonna promote you, they're gonna build you up with the stars that you get to keep, they're gonna make them put them into the the tower.

Then when a negative one comes in, they're gonna also be on your side.

And because you've got so many and you, the way you respond to a negative review will determine how successful you are.

Because no one wants 105 star reviews.

They want a hundred at 4.9 'cause they want the negative the the majority of of research shows that 90% of people will read the top four reviews or they'll read four positive reviews and one negative to balance it out.

And the negative one is the most important one, not the positive one.

'cause if the negative one you've retaliated to the client, that's not gonna go well if you've responded poorly, not gonna go well.

But if you've responded with, we made a mistake, we've changed our process now and we really appreciate the fact that you brought it to our attention, the response from the person looking, it goes, mistakes are made.

These guys fix them.

When they do, I wanna work with them.

So you're marketing to the client on your negative review.

So get negative reviews and get good negative reviews and then respond in a way that makes you look like you're the superhero as such.

The other element to that is that responding to all reviews respond in a way that's also marketing to the client.

So I have one client who's got a big hotel and everyone writes, it's in Main Street, we loved it 'cause it's in Main Street, that's all anyone writes.

And I'm like, yeah but you need to put, we picked Main Street so no one had to use their car anymore because the shops were in walking distance, the the beach, the two beaches, the this, the this and this.

And they're like, oh.

And so then people were getting advertised while they're reading to the review.

So there's the marketing within that and then sharing that.

If I'm going too fast, please tell me Scott.

So here's the case study I think nearly at the end here.

So lock tricks, locksmith many business, three plus years, really competitive market.

You can flip him up on the central coast spending it for the last couple years on average about 2300 a month on ads and they're at over 200 reviews.

I was just checking before there 135 I think Google and a hundred something Facebook.

It doesn't seem like a lot, but it is a lot in that space.

I think he's three times his next competitor who's been in the market for 40 years.

Here's the part that blew my mind last night.

I knew it was already good, but he says people will ring him and say, Hey, I'm ringing because your reviews are so good, I want to use you.

You think, oh yeah, that's pretty cool.

But what that's saying to him is they're putting him on notice.

If it's not good, they're gonna put a bad review on.

So he knows he's on notice, but his favorite one is says, I'm picking you because your reviews are so good.

So there's one is I'm telling you I'm ringing because your reviews, the other is, I'm telling you because your reviews are so good, we're all in marketing.

Imagine people telling us where they're ringing from to say I'm ringing because of this and because of that and without asking them, we spend a lot of money trying to use funnels to find out what people do and don't do.

And this little review does all that for them.

So that element there, so they get told they're on notice.

I've got some notes here.

Yeah, I'm selecting it because of your reviews.

And so for them he says it's more about quality and trust and less about the price.

So they don't haggle at all on price.

They just want quality and and trust that they're pur, they're purchasing trust.

At that stage he reckons, 'cause he goes, they are easy to deal with, they don't ever haggle on price.

And he said the best part, like they're like a a star type client is that they always review most of the time 'cause that they know the value of it.

They always refer way more than anybody else.

And they also, what was the other thing?

Yeah, they refer other people and the other people they refer are like-minded like lookalike audiences like Facebook.

So you're getting a lookalike audience from your reviews.

But here's the one thing that blew my mind is he said where it has been most beneficial is he'll pull a end, we'll pull a heart out of the car, which is the whole engine, the brain or the heart or something to do with the electronics and things have gone wrong and he, he's told them it's gone wrong.

It should have taken me an hour.

It's we're now three hours in.

He can see the look on their face.

He reckons nine outta 10 times they'll come to him and say, you know what, I was panicky but I went to the reviews in read that they'd had trouble with you.

Oh sorry they'd had, you'd had trouble with the system but no matter what happened, he got it there in the end and sorted it out.

And they tell him this at the end and then they leave in the most extraordinary review.

So something that's gone pear shaped has turned into this incredible thing.

So this is what he has said.

So he's spending on average in the last few months has reduced down to 800 a month.

Instead of that, his turnover hasn't changed.

He's, instead of doing seven days a week, he's now five and a half days a week.

Uh, he's mainly doing nine to five and his clients are paying better and and easier.

And he's saying that conservatively 30% of his revenue comes from not reviews, but the people who have called who have done a review and are referring other people, they don't even go to the website anymore.

They're just referrals from review clients.

So you're attracting really good clients who wanna spend money and then they want to tell more people about you.

So the army of, I don't know how cool it is, but it's pretty cool.

And the results other clients are getting are quite similar.

Is there a commitment and consistency thing that happens Scott, where after they review they're more likely to refer because they've like that influence principle?

Yeah, I think everything I do is all all on that whole, yeah, all the influence principles and the the, there was one book, I can't remember who it was from, but it was about these guys that were in North Korean prisoner of war camps and they had to write about how they, they said, what you talk bad about your government?

And I said no.

And they go, can you just write a sentence about it?

And then they managed to get them to write essays about they were against the, the government and by the end of it they believed these sentences even though they were staunch American soldiers.

But it was just that subtle thing and putting it into words and continue.

And then if you put something in publicly and declare that I'm going to be your cheerleader, it's very hard for you to accept someone else as being like you've already acknowledged that they're the better person.

So you wanna defend them and then acknowledge that you should be justified in, I've reviewed them, I've told them they were good so you should use them too to justify your decision for reviewing.

Does that make sense?

Yeah, no, that, that's good.

So step by step, 'cause what if you can step by step and then I'll open it up to other questions and then we'll go into breakout rooms.

But if you were to go, like if, like let's say with this, uh, lock tricks locksmith, so your process for them was they send an ss m s, they, what's the process?

Do they send three emails out afterwards?

So they send five emails out?

Like Yeah, No maximum would be three emails or three to four bits of communication.

So two emails and two texts.

I'd highly recommend doing three texts in one email 'cause that's a a a better, depending on the industry, I'm, I'm dealing with a big building company that are competing against a lot of other big builders.

And then I've got another one who's a, they deal with multi like all those multi like with, there's a lot of properties in the one thing strata titles and they get a lot of negative reviews.

But the reviews are about stuff that are within the re legislation, not about their communication.

So when they ask for a review they get a negative one, but it's not about their service, it's about the legislation.

So if we did it traditionally the right way, same way with them, it'd be a car crash, we would then ask a specific question that they would be reviewing upon as opposed to just a generic review about it.

So I'm dealing with finance companies too, which is slightly different.

I've used the the elect lock tricks because they're a service-based industry.

But if you had a big ticket item, I wouldn't be just asking for the review.

I would be having that conversa.

The other thing is if you can ask for the review and they agree to say, look, I'm gonna ask you for a review and send them a review request, they will, I think it's about 60, 70% if you do it and if you do it with them while they're there and at that time it's very hard for them to not do it if they're not logged into Google.

Yeah.

Yeah.

SO'S really, Oh sorry.

I've got a video that shows you how if we, that shows you how to get a review or do a review in less than 60 seconds with someone on the phone and all and you just have to have the new Google Maps app type in your business name.

Actually if you've got your phones, I can step you through it right now and show you.

Yeah, This would probably be the quickest.

This I would say is one of the most valuable things.

So you need to have this app, which is that little Google app icon.

Do you just download that from the app store?

Yep.

So if you click on that, the beauty is if you're asking for a review, Scott Baker, Can you stop sharing your screen so we could see that a little clearer?

'cause you're in a tiny little square at the moment.

Yeah, that would definitely not, wouldn't it?

I could see it really clearly.

Uh um, Scott, I just wanted to ask you, so I'm big on getting reviews for my book and I've seen this done really cleverly where people send an email and they say, how would you rate our service?

Or how would you rate the book?

And if they choose one, two or three, it sends them to like a complaint form, whereas if they choose four or five, it sends them to the Amazon or the Google review or whatever.

Have you seen that work well or Yeah.

Yeah, Absolutely.

And I was just gonna say your reviews, I've looked up your reviews man.

You are a gun on the reviews like your three and a half thousand on Australia and New Zealand worldwide on Yeah, that is off.

Very few people have that level of reviews and I was gonna ask you some questions about that.

But yeah, my software does that.

So if you do a three, four or five, it takes you to a holding bay and says, Hey, what have we done wrong?

Yeah.

What can we do to fix that up?

And then four or five takes 'em through to the platforms that you would like them to do the review on.

Yeah.

Having that's in the software.

I like, the thing is too is I really, I think the value of a negative review is, is so powerful now to get a quality negative review that, I haven't got the slide here, but there's one of a guy skiing down a hill in this amazing resort powder's going everywhere.

And that it's a negative review at the bottom saying mountains too steep, snow is too deep.

I couldn't turn, I couldn't turn or do anything.

And that was the promotion for the ad.

And I was like, oh, that is as good as it gets.

Because if you are in that tribe of wanting to go down a hill in deep powder, then you're gonna want that.

Yeah.

And that's why you are, um, doing it.

So I think having good quality negative rev or good negative reviews that you can articulate your response to them puts you in such a higher caliber than just either ignoring them or not having them.

Yeah, I just, the credibility that it seems the locksmith city, he goes, you couldn't have 120 mates that like you this much.

And he said, yeah, you, you're probably right.

So yeah.

Can you bring up that, that on your phone too?

Well if I, um, so it's that little, see that Google app there if you've got that, it's Just a Google Maps.

Okay.

Yeah.

Okay, cool.

I I was thinking it was something else different to Google Map.

I know.

And see, I'll also, if I click on it now and then if I type in I'll type in type one in.

So, so if I type in that lock tricks guy, I was just saying, I just typed it in that section there.

So it brings that up on here and then all you need to do then is scroll down a little bit and go to, 'cause I'm doing it in reverse and then click reviews that is just here and you can do a review straight away.

Okay.

So you could have someone on the phone with you and go, Hey, got your Google maps out, type in my business.

Go here, click that, do that.

And you, you're done in under a, under a minute.

Wow.

Okay, cool.

Thanks Scott.

And if you have your own Google My Business on your phone.

If you have this on your phone, Google my Business, you can go into the Google My Business section, go into the reviews bit and send review requests and it'll send them the request from your Google My Business app from where you can send it to 'em via text or email.

Nice.

That's a And doing, Yeah, doing that with someone on the phone and don't get off the phone until they've done it, then that it's harder when it's a client that may not be, have the time, but the biggest thing is that pre-framing by saying, great customers leave great reviews or would you not agree?

Then they're making, and how it came about was, years ago I installed antennas.

One lady said, Hey, would you like a drink and some sandwiches?

And I said, no.

The lady before me had just gave me a big jug of cordial and some sandwiches.

I'm all full, walked out to the car, come back and there was a jug of sandwiches and cordial.

And I went, I'm not buying lunch ever again.

And I never bought lunch ever again.

And the same applied with, if I was busy, they'd say, all right, are you busy?

Yeah, I usually get three referrals per client, so I do a great job.

Why wouldn't you refer me?

And then I'd go out to the car, come back and they've already run three people and I, I stopped having to advertise.

I wasn't hopeless at installing antennas, but I was good at selling.

Yeah, no, that's, that's good.

So any, any other questions?

So I think that's awesome.

So essentially the only other one question I had, any other software that you recommend on your end, Scott, in Mine mine's called one's the Ultimate Review Machine.

What mine has in it too is that it, there's, there's reviews that it's important, but there's these citations, which again, there's, it's a, it's a whole world in itself, but it's getting all of the dots to, to join together.

So it's making sure that every platform that's talking about your has had a crawler come in and pull you out to an one of the directories.

You wanna make sure all of that's matching and you wanna make sure all the review sites are all exactly the same.

'cause if your Facebook page and your Google or business page have one.in the wrong spot, you are not getting the the compounded in that.

And this, my software will double check that it does that.

In fact, I've got three versions that everyone, if they want, let me know.

Send me an email that's Scott at my biz reviews and I'll send you a, it's launching in the next few days.

It'll show you all the stuff you get for free.

And if you decide that you think you want to use it or a client does, they can click on a button that tells 'em where they're in a deficit within their site or their reviews or whatever.

And it's like a, it'll cost like $30 to buy that, to fix that or rectify it or at least bring it to your attention so that you can go to your web developer or whatever and have them fix it for you.

But it's real, it's been built for trades and small business operators so that they don't have to be like the smoke and mirrors and all that stuff that comes from all of the online stuff.

This puts it all together for them so they can have a little dashboard where they can check it, get a, an update on how their week's going with their online interactions.

And they can do all their reviews on there.

They can do all their react everything on there and it ties it all in together and shows them videos on why it's important.

So it's really cool.

Yeah, no, that's, uh, that, that's awesome.

What we'll do, do now is we'll go into breakout rooms and I think the theme for the breakout rooms is probably around how can I get more reviews for my business?

Yeah.

And whether that's if you're in B two B, I don't know, maybe it's not Google, maybe it's LinkedIn, maybe it's LinkedIn, Google.

But I think brainstorming that, how can I get more reviews and build more social proof as a whole?

So as a, as an overall theme for this discussion, I'll just do a, a quick introduction too.

'cause I it's Anup and, and Jasmine's come on as well.

Hey, Ja.

Yes.

I met Anup and Jasmine or connected with them through John Hubbard, who's, who's a member who came through Jane Slack Smith initially.

And yeah.

And one of the things John was saying is these guys, they work with a, a lot of larger corporations, so at the enterprise end in from a marketing space.

And they're also very good is my understanding.

And they're actually bringing out a course I believe shortly in terms of getting clients via, um, LinkedIn outreach.

Yeah.

So welcome guys, great to have you as part of the tribe and yeah, thank you.

Thanks.

Yeah, no, I, I know we've been connected for a while.

I, I knew your, your name Anu, and then I'm like, oh yeah, it'd be good to connect and have a chat.

Yeah.

So we welcome aboard.

Excellent.

So what we might do is I'm gonna do groups of, what do we got?

We've got 19, so probably we'll do six breakout rooms, which will give us about three in most rooms.

And then, yeah, I think it's just getting together and going through the, how do I build more social proof and reviews for my, for myself or for my clients?

You'll be in breakout rooms in about 30 seconds.

Great.

That's weird.

There you go.

Hey guys, that's, we're back in the main room.

I might just take a quick photo while we're all here.

So if you put your best smile on.

Do you want my good side or my great side, Scott?

What's that?

You Want my good side or my great side?

I, I'll go for your great side.

I thought, I Thought this is arena's job.

Yeah, no, that's uh, that's good.

You got some good photos there.

So that was great.

So what we might do is just quickly, just maybe 30 seconds from each group.

I forget which groups everyone was in.

We might go the first group we might go with Jasmine, if you wanna just share 30 seconds of, that was my group.

So I remember that one of what your biggest takeaway was from the so far.

Yeah, I, I think just a few things on the timing on what's the right timing to elicit those reviews, especially when it is not a transactional arrangement but more continuing one.

I thought that really interesting and also that whole story of the prompts of what it was before, what it was after.

And also, yeah, the app that it shared Kate, that was all really good and just getting some more clarity on how you deal with just single star rating when it is unknown.

So a whole lot of takeaways.

Very good discussion.

Thank you Scott and Kate and Nick.

Yes, no, awesome.

Awesome.

Thanks Jasmine.

And next group.

Yeah, I think it was Ari's group.

Oh yes.

So we had a couple questions.

One was it makes complete sense for a localized business to provide energy into those.

We're wondering is there examples of a consulting business or information marketing business, a guru type of business that's global, that's put a lot of energy into reviews and how they use that.

And the other thing we had was the software you showed was great.

We felt like there was maybe a better contextual explanation to what your shop for or how it works would be good too, as we understand that the tool better.

Awesome.

Did you want me to answer that Scott?

Yeah, if you can answer that quickly, that'd be good.

I just, with the, The guru for, for reviews, I think it, it comes down to if anyone's spending money to buy a product these days, whether it be a course, a service or anything, they might, they'll, they'll look for reviews to determine whether or not that's going, whether it's incongruent, sorry, if it's congruent with what they've felt and believe.

So if you have reviews, whether they be Google industry based reviews, like a builder I'm working with, they're just doing stuff on product review.

They don't care about Google reviews, but product review determines whether people are gonna use their product.

So as long as you can find the right industry and you can get the one that the people you can direct people to, yes it definitely, it plays a big role and it it, but each industry is very different within each of the categories.

And I think that was it.

One last thing I, we had in our group though was that every time someone gets a review there's a little dopamine hit that I get and I get clients ringing me going, ha, Scotty got another three today.

And I'm like, yeah you did.

And they're like, ha yeah.

And it's like they've got the little sticker put it up on the fridge at home and then mom and dad are proud but they're ringing me.

But it's a public, like it's, I love it because they ring me most days.

I'm getting a phone call, someone saying I've got another 10, I'm up to another 50 or whatever it is.

So it's, there's a lot more in it than just the stars.

Yeah, that's good.

Uh, next, next group.

So one of the things we got was that the negative review, we talked about the negative review and how people like some people like they don't respond to negative reviews at all.

They have an ego thing about it that no, my business is very good.

Any negative review need not be responded to.

But the ones who actually respond to the negative review and treat it as an opportunity to build their brand and marketing, they gain the most out of it.

Yeah, no, that's great.

Yeah, no, I think that was a really good point.

Thanks Anoop ne next group.

So I'll go for Alan and Ken in our group.

Alan actually had a great tip he has, which I was talking about.

I think something that Ari brought up is if you've got a consulting business and you work from home and you don't wanna put your home address, what do you do about that?

As in terms of Google reviews And Alan actually uses a virtual address for his stuff.

He has one in here in Australia and one in here in the US.

So the reviews go to those addresses that he rents for very small pennies on the dollar kind of thing per month, which you get the reviews and also to forward mail to those areas as well.

So that was a great tip that Alan had.

Both Ken and I were like, yep, I think we might need to look at reviews here and uh, and do something about that.

I love the tip that Scott gave around using Google Maps to get um, clients to give a review.

That made it so much easier than trying to push them through on a desktop link or something like that.

So really great stuff.

Great presentation Scott.

Well done.

Yeah, no, excellent.

Can I, sorry Scott, can I just clarify on that with you don't have to have an address for your location.

You can have a service space.

So you could do an entire region, like all of South Asia, you don't have to have an address, you can just have your address hidden, but it's really important that you get a Google My Business account so that you can start putting people there.

There's a lot more like I don't want Yeah, but you don't have to have an actual address.

Fantastic.

Even better.

Yeah, I know.

That's good to know.

That's great.

The next group Might be us.

I was in the group with Zaina and Judith.

Great idea or suggestion from Zaina regarding embedding the reviews on the website.

Uh, she's actually gone through that process and said there were a lot of challenges that she came across and what she does now, she just uses a screenshot and then hyperlinks through, which I think if there are challenges involved with embedding, that's gonna save us a hell of a lot of time.

So it's a nice quick, easy win really because yeah, it's right under our nose, but we forget how important these reviews are and keywords.

That was a, a big thing we got out of it as well.

The responses, making the marketing team aware that when we respond to the reviews, the keywords in those responses are crucial.

So that was a great tip and yeah, that's something we're definitely gonna share with the team and also add in reviews to our monthly KPIs so it becomes top of mind when you're reporting on Sonic It, it improves exponentially.

So just the process of adding the KPIs to our monthly reporting for Google, LinkedIn, and, and Facebook, that's gonna make a a massive difference.

And I, I've got, I just wanna share a very quick story 'cause like we're talking about reviews here and last night I got an email from a client.

Now we did a case study probably about three, four weeks ago, only a 92nd like review, a video review where the PR team went out, met with the client, did a bit of filming.

I got an email from, from the guy last night, he'd been chatting with someone on LinkedIn.

He showed me all the thread where another builder had seen the video and um, was like made contact with him.

We had a good chat and he appeared on our radar this morning when he opted in for the demo.

One of our guys reached out to him and said, yeah, would you like to chat?

He said, no, I'm watching the demo, I'll chat later.

So he said, sure, I'm free at 10 30 booked to me.

And I see it's just signed up.

Now normally it would take us between four to 11 months to sign up a builder 'cause there is such a, a level of trust to build up because they, these guys get hammered every day with suppliers all over the place trying to sell or get their materials into these developments and, and houses.

So these goals are guys are being sold to constantly.

So they're very hardened.

So it takes us four to 11 months to make a sale and this guy less than 24 hours because the amount of trust from that review.

Yeah, it's just really highlighted again, just how important this whole strategy of reviews is.

Yeah, no, that's, Can I just, I just wanna jump in.

There's a couple of things.

One is, um, embedding the reviews.

I'm pretty sure if it's not free on that software I'm gonna give you Right?

Uh, uh, um, it's, it, it'll cost minimum like $30 a month.

So it automatically takes your reviews straight onto your website.

You don't have to do anything.

The keywords just clarify there, the keyword responses don't go as ss e o, it's the keywords used by the client.

So, ah, client's keywords.

Um, so we've gotta Frame 'em, help, help frame them better in terms of what To write.

I help some clients teach them how to ask the right questions so they put the right words back in that you need put there.

But um, yeah, just wanted to clarify that.

No, Good tip.

Yeah, And just if I can add to that, I, one of the things Google Maps has introduced is that q and a section as well where you could, people can ask questions and if nobody is asking, that is another area to put in some keywords in and you yourself could ask the question, I'm working in e-commerce store and uh, there are a lot of people who ask about specifics around a particular product and its dimensions or where it would fit in.

So just putting that keyword into your question as a business, you can put the question in and then just answer it yourself.

Is there is a good place if you're looking from a maps, is that right Scott?

Scott?

Uh, I don't, in terms of the chat, I do know that Google are stepping up their attention to that in that when you are chatting within, if you can chat with clients in that section, they're gonna bring, they're bringing a lot of uh, attention to that.

I think Nathan will know more about that more than myself possibly.

But yeah, there's been a lot of talk about how that'll help actually, and in my new software too, it allows you to build that chat in so that you can be communicating on real time rather than having to wait for emails.

You can do it via that chat.

Yeah.

And, and the QAA is also part of that, that Google maps itself.

So ask the business a question and you can as a business ask question as well.

Yeah, Yeah.

No, that's, that's great.

Let's, we, we'll move along to the next, next presentation now.

So thanks for that Scott.

I think everyone would agree we got a lot of great value out of that.

So that was, that was awesome.

Really appreciate it.