Requesting Reviews from Clients

OwnerRez has an excellent reputation in the vacation rental community, because of our loyal and vocal clients.  However, to capitalize on client happiness, we need to encourage them to share their thoughts publicly.  We do this by inviting them to write a review on public software review sites, most notably Capterra.

Identifying suitable review opportunities

Unfortunately, a bad review does far more damage than a good review benefits.  Therefore, it is essential to be careful when inviting clients to write a review!  We need to be absolutely certain that the review will be a good one.

1. Seeing a client respond happily on a ticket is when we think about whether to invite them to write a review.
2. Before extending that invitation, first spot-check other interaction records (tickets, calls) for that same client, to verify that they have all ended favorably, at least all the recent ones.  We do have clients who are happy sometimes and other times very unhappy; we don't want to risk a review from them.
3. We also don't want to harass clients.  If their SA has either of these two tags, don't bug them again.
   1. "Review Request Sent"
   2. "reviewed-already"
4. If you are unsure, ask your supervisor to make the decision

Review invitation

Once you have decided that a given client needs a review invitation, here's how to do it:

1. Use the "Request Capterra review" canned response.  This includes a specific link leading the client to where they can write a review for OwnerRez.
2. If at all possible, edit the text of the canned response to personalize it to the client.  It might be most appropriate as part of a closing response after a successful support ticket interaction.
3. Add the tag "Review Request Sent" to the client SA.  This will ensure that the client isn't hounded multiple times for a review.

Other notes

• We offer a monthly gift card drawing to those who write a review.
• We regularly download the reviews from Capterra, import them into OwnerRez, and associate them with the account of the reviewer.  Hopefully in the future this will be displayed on the SA
• There are other locations where reviews can be written, such as Facebook.  At present we do not suggest these to clients, but we may in the future.