Online marketplaces like SpareFoot encourage customer-submitted reviews on their websites. For customers, reviews build trust in the website and help influence their buying decision. In fact, storage-seeking customers on our network are 50% more likely to choose facilities with online reviews over those without.
Here are the steps of the SpareFoot review process:
1: SpareFoot follows up with your customers to ask for reviews
Shortly after their scheduled move-in date, all customers that reserve on SpareFoot will receive an email inviting them to leave a review of their experience. Customers that choose to leave a review will be entered into SpareFoot's monthly drawing to win a $250 Amazon gift card.
2: Your customers submit a review of their self-storage experience.
3: SpareFoot vets the review for compliance with our policies.
4: Approved reviews are posted to your listing.
Once the review has been approved by SpareFoot's team, it will be posted to your facility listing on our network of sites. You'll receive a notification email from SpareFoot with the subject "New Review for [Your Facility]."
You can view your reviews in your MySpareFoot account by clicking on the Reviews page.
Replying to Reviews
The reviews section of your SpareFoot listing is a great resource for customers to speak kindly on your behalf. In some instances, customers may also leave reviews which express frustration. In either scenario, SpareFoot allows you to post a public reply to your customer reviews giving you the ability to interact with your current reviewers and show off your incredible customer service to prospective tenants!
Here are some do’s and don’ts when replying to reviews.
First, here are some pitfalls to avoid:
- DON'T: Violate the reviewer's privacy
There's no need to reveal confidential information, payment history, etc.
- DON'T: Reuse replies
Be original! Each situation is unique, so each reply should be as well.
- DON'T: Discredit the customer's experience
Remember that we've asked for the customer's opinion and an opinion can't be wrong.
- DON'T: Shift the blame
Accept responsibility for the customer's experience, even if they were the source of their own unhappiness.
- DON'T: Dehumanize the reviewer
Remember to reply to the reviewer directly, and avoid phrases such as "the customer was" or "the tenant is," etc.
- DON'T: Be defensive
Be firm, but compassionate. Excuses will seem as though you have something to hide.
- DON'T: Reply to every positive review
It's best to reply only to the negative or outstandingly positive reviews.
Now, onto our best practices for review replies:
- DO: Convey passion and belief in your business
You are 100% committed to perfecting the customer experience. Convey that you are the customer's advocate in implementing suggestions and feedback to make them LOVE your facility as much as you do.
- DO: Introduce yourself
Tell the reviewer who you are, and what your role is at the facility. EX: "Hi, Jane! My name is Emma, and I am the Facility Manager here at SpareFootsville Self Storage!"
- DO: Be concise and straightforward
Long-winded replies are often not read. Be thorough, but as brief as possible.
- DO: Thank people for their time
It's easy for a customer to disregard a review request. Each customer who reviews your facility has taken time out of their day to share their thoughts. Let them know you truly appreciate that.
- DO: Use specifics
Make sure the customer knows that you remember them by including details about your interaction.
- DO: Own responsibility for the customer's experience
Even when you disagree, let the customer know that you respect their opinion and that you own responsibility for the way they feel.
- DO: Tactfully educate reviewers
Don't be afraid to (respectfully) let reviewers know when they've misunderstood. EX: "Hi, Jane! The mouse traps you saw are actually preventative measures and are not due to an existing rodent problem."
- DO: Take a few minutes to cool down
A bad review can be very upsetting. Take the time you need to write a reply you're proud of.
- DO: Take it offline
Reach out to see if there's anything you can do to make the issue right.
- DO: Use spell check
We recognize that your facility listing is new to the SpareFoot network and it may take some time to gather reviews from SpareFoot customers. As a solution, we created a tool to allow you to request reviews from current or past tenants in order to give you a head start.
To get started, head to the Reviews page of your MySpareFoot portal
Step 1: Click the Request Reviews button in the upper righthand corner of the Reviews page.
Step 2: Type the email addresses of your current and former tenants into the Request Reviews box, separating each new entry with a comma:
Step 3: Federal regulations stipulate that you may not email any customers that have opted out of receiving emails from you. As such, you must click the check box immediately beneath the field to confirm that none of the customers you've listed have explicitly said they do not wish to receive email from you.
Step 4: Once your list is correct, click the blue Send Requests button to fire off your emails.
Next, SpareFoot will email a review request (addressed from you) to your customers with the subject "[Your Facility] wants to know what you think!"
Note that SpareFoot will contact all customers included in the Email Addresses field, with a few exceptions.
We will not email:
- SpareFoot customers who already reviewed your facility - We can accept only one review per customer
- SpareFoot customers scheduled to move into your facility in the last 30 days - SpareFoot will have already requested a review from these individuals
- SpareFoot facility clients like yourself - Anyone associated with your facility is not eligible to leave a review on our site
- Customers on our "do not email" list - Federal regulations require that we don't email customers that have opted out of our emails
- Invalid email addresses - These will bounce back to SpareFoot as undeliverable
Remember, great reviews = more reservations, so using this free tool will help get your facility the most bang for your buck!
Please feel free to email us at firstname.lastname@example.org if you have any questions about reviews.