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Set Up a Google Business Profile
- Verify your business via email, phone, or mail.
- Add complete details: name, contact info, services, hours, and photos.
- Use visuals! Agencies with 100+ photos get 5x more calls.
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Ask for Reviews at the Right Time
- Best times: 2–3 PM or 6–7 PM.
- Wait 13 days post-service for thoughtful feedback.
- Use clear, personalized requests with direct review links.
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Train Your Team
- Teach caregivers, sales, and account managers to ask during client interactions.
- Offer incentives like contests or bonuses for reviews collected.
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Respond to Reviews
- Thank positive reviewers and address negative ones within 24–48 hours.
- Stay professional and HIPAA-compliant.
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Expand Beyond Google
- List on platforms like Caring.com, Care.com, and Facebook.
- Use tools to manage reviews across platforms efficiently.
Key Stat: 86% of Americans check reviews before choosing a local business. Start leveraging reviews today to build trust, improve visibility, and attract more clients.
Set Up Your Google Business Profile
Make the most of your Google Business Profile to increase visibility and encourage client reviews. Here’s how to verify, complete, and improve your profile for better results.
Get Your Profile Verified
First, find your business using your agency’s Google Account on Search or Maps. If your business isn’t listed, you’ll need to add or claim it.
Google offers several ways to verify your business:
- Video recording
- Phone or text
- Email confirmation
- Live video call
- Physical mail
Choose the method available to you and follow the steps provided by Google. Keep in mind, verification codes are only valid for 30 days, so don’t delay. Also, avoid making changes to your business details during the verification process.
Complete Your Profile Details
Fill out every section of your profile to provide accurate and useful information. Include:
- Your agency name and logo
- Contact details
- Service areas
- Operating hours
- Service descriptions
- Business attributes (like certifications or ownership details)
- Messaging options
- A FAQ section
Enable appointment scheduling to make it easy for clients to book directly. This not only simplifies their experience but also increases the chances of positive reviews. Once the basics are covered, focus on adding visuals.
Add Photos to Your Profile
Photos are a powerful way to engage potential clients. Businesses with over 100 images get 5x more calls and 10x more website clicks than average. Consider adding:
- Professional photos of your office
- Pictures of your caregiving team (with permission)
- Photos from community events
- Videos showcasing your staff’s philosophy
For example, ComForCare in Winston-Salem, North Carolina, uses its profile’s media section to highlight its agency culture and attract caregivers.
High-quality visuals play a big role in local searches. Use photos and videos to tell a story that reflects your dedication to care and encourages reviews.
Build a Review Collection System
Once your Google Business Profile is set up, the next step is to establish a system for collecting client reviews. Consistently gathering detailed feedback not only boosts engagement but also strengthens your profile’s credibility.
When to Ask for Reviews
Timing matters when requesting reviews. Studies show that clients are most likely to respond between 2:00–3:00 PM and 6:00–7:00 PM. It’s ideal to ask for feedback right after completing a service or following a positive interaction. Interestingly, waiting 13 days before sending a review request can increase the chances of receiving more thoughtful responses.
Once you identify the best time, focus on crafting requests that are clear and personalized.
Write Clear Review Requests
Make your requests stand out by addressing the client directly and referencing the specific service provided. Here’s what to include:
- A subject line that mentions "feedback" or "review."
- A brief mention of the service you provided.
- A direct link where they can leave their review.
- A short thank-you message, along with your contact details.
Set Up Review Reminders
Automating your review requests can save time and ensure consistency. Several platforms can help you streamline this process:
| Platform | Starting Price | Key Features |
|---|---|---|
| Brevo | Free (9,000 emails/month) | Basic automation; daily limit of 300 emails |
| ActiveCampaign | $19/month | Advanced targeting and CRM integration |
| Zoho Campaigns | $5/month | Unlimited emails for up to 500 contacts |
ActiveCampaign stands out for its advanced tools, like personalized follow-ups and analytics, which let you track which requests lead to reviews.
To maximize results, configure your system to:
- Send the first review request during peak response times.
- Follow up after 13 days if no review is submitted.
- Monitor response rates and adjust timing as needed.
- Personalize follow-ups based on previous client interactions.
Prepare Staff to Ask for Reviews
In addition to using an automated review system, encourage your staff to directly request feedback. Since your team interacts with clients regularly, they play a key role in collecting honest reviews.
Train Staff on the Importance of Reviews
Start by helping your team understand how reviews contribute to business success. Explain how they influence client decisions, improve service quality, boost online visibility, and generate referrals.
"Train your agency sales team and your account managers to request reviews as they work with clients, and equip your top caregivers to do the same." – Jason Chagnon, president of Home Care Marketing Pros
Make Reviews Part of Client Conversations
Teach your team to naturally include review requests during their interactions with clients. The goal is to keep the conversation genuine, without making clients feel pressured.
| Team Member | Best Time to Ask | Approach |
|---|---|---|
| Caregivers | During regular visits | Follow up on positive feedback from clients |
| Sales Team | After service setup | Hand out QR code cards for easy review access |
| Account Managers | During check-in calls | Ask about their experience and overall satisfaction |
"Ask for honest feedback instead of direct reviews. Focus on the customer’s experience and satisfaction, without pressuring for positive ratings. Use open-ended questions to encourage genuine opinions and respect their privacy by avoiding repetitive requests." – Joshua Balz, Marketing & Comms @NODE
To further encourage your team, set up clear and measurable incentives.
Offer Incentives for Staff
Giant Enterprises saw a jump in reviews from 30 to over 450 across three locations, all while maintaining a five-star rating, by introducing a quarterly contest system.
Here are some incentive ideas that have worked:
- Run quarterly contests with a point system for reviews collected.
- Give extra points for reviews that include detailed client feedback.
- Recognize staff mentioned by name in reviews.
- Reward top performers with monetary bonuses.
- Share positive client feedback during team meetings to boost morale.
Additionally, equip your team with business cards that feature QR codes linking directly to review platforms. This small step makes it easier for clients to leave reviews on the spot.
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Reply to All Client Reviews
Once you’ve collected reviews through your automated systems, how you respond can shape the opinions of potential clients. With 89% of consumers reading how businesses reply to reviews, thoughtful responses can help build trust and win over new clients.
Thank Positive Reviewers
Responding to positive reviews promptly is key. Businesses that engage with customer feedback often see their average rating rise by 0.12 stars.
Here’s a simple structure to follow:
- Address the reviewer by name
- Thank them and mention something specific about their feedback
- Reinforce your agency’s values
- Encourage them to stay connected or return
"Acknowledging your customers with a ‘Thank you for your feedback’ is more than good manners; it’s crucial for building lasting relationships." – Christina Sol, Content Manager
But don’t just stop at positive reviews – handling negative feedback professionally is just as important.
Handle Negative Reviews
Negative reviews can influence decisions, with 94% of people choosing not to buy from a business based on bad feedback. Responding appropriately can help minimize the impact.
- Reply within 24–48 hours to show you take concerns seriously
- Stay HIPAA-compliant by avoiding any mention of personal health details
- Take responsibility for service issues when appropriate
For example:
"Thank you for your feedback. Our policy is to schedule plenty of time between patients to minimize wait times. While we aim to provide the best care possible, emergencies can sometimes cause delays. If you’d like to discuss this further, please contact us at 123-456-7890."
Turn Responses into Marketing
Your review responses can double as a marketing tool. With 97% of consumers reading business replies, craft responses that:
- Emphasize your strengths and dedication to quality care
- Naturally include relevant keywords (like “home care,” “senior care,” or “compassionate caregivers”)
Keep in mind, 64% of consumers favor businesses that engage with reviews over those with perfect ratings but no responses. This interaction not only builds trust but also influences client decisions.
Use Multiple Review Sites
While Google reviews are crucial, expanding your presence to niche platforms can help you reach more potential clients and enhance your agency’s reputation. A strong profile across multiple platforms not only attracts new clients but also builds trust within the senior care community.
Home Care Review Websites
Specialized review sites play a big role in the senior care industry. According to research, 71% of consumers rely on reviews from prominent senior care platforms when choosing a provider. Make sure your agency is listed on these key sites:
| Platform | Purpose |
|---|---|
| Caring.com | A top site for senior care reviews |
| BestofHomeCare.com | Ratings and reviews for the industry |
| Care.com | Marketplace for general care services |
| AgingCare.com | Resources and reviews for family caregivers |
| SeniorAdvisor.com | Reviews for senior care services |
Ensure your profiles on these sites are complete, with up-to-date service descriptions, contact details, and professional photos of your team and facilities. Once your profiles are set, use social media to amplify client feedback.
Collect Social Media Reviews
Social media platforms, especially Facebook, offer a great way to showcase client reviews. Facebook’s review feature can be particularly effective for connecting with families researching care options.
Here’s how to get the most out of social media reviews:
- Add links to review pages on your profiles.
- Share positive reviews (with the client’s permission).
- Set up a dedicated review tab on Facebook.
- Request reviews through direct communication with clients.
Manage Multiple Platforms
Surprisingly, only 32% of agencies use tools to manage reviews, which presents a great opportunity to stand out. Reputation management software can simplify the process of collecting and tracking reviews. For instance, HHAeXchange has partnered with Home Care Pulse to offer a dashboard that integrates with Google, Facebook, and other platforms, making it easier for agencies to manage their online reputation.
"We are thrilled that our integration with ReviewTrackers will allow communities to easily view, manage, and respond to all of their reviews and gain insights to continually improve their operations and level of care".
To stay on top of your online presence, focus on these strategies:
- Regularly monitor your review platforms.
- Respond to reviews promptly and consistently.
- Use automation tools to streamline the process.
- Track performance metrics to identify areas for improvement.
"What businesses tell consumers to think about them doesn’t matter very much anymore. What matters is what consumers tell each other to think about businesses".
Conclusion: Build Your Online Reviews
Review Management Tips
Building a strong online reputation requires consistent and thoughtful review management. Research shows that 98% of consumers consider reviews important when deciding on purchases, and 72% of U.S. adults check online patient reviews before choosing healthcare providers. Despite this, many agencies are not using specialized review management tools, leaving room to gain an edge over competitors. Start by maintaining active profiles on key platforms like:
- Google Business Profile: 63.6% of consumers read reviews before visiting a business.
- Healthcare Review Sites: 72% of U.S. adults rely on patient reviews for healthcare decisions.
Also, don’t overlook the importance of timely responses – 53% of customers expect replies to negative reviews within seven days.
"When responding to reviews, it’s important to remember that your responses are public, and anyone can read them. Avoid making them too personal or emotional. Instead, keep responses concise, polite, and positive".
These tips set the stage for a practical review strategy you can implement right away.
Start Your Review Strategy
Turn these insights into action with the following steps:
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Digital Foundation and Review Collection
- Ensure profiles on major platforms are fully optimized with accurate details.
- Use tools like Activated Insights with Caring.com to streamline feedback collection.
- Regularly monitor and respond to reviews to stay engaged with your audience.
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Team Engagement
- Train your team on the importance of reviews – 92% of consumers read reviews for local businesses.
- Make review collection part of everyday operations.
- Provide staff with the tools and guidelines they need to gather feedback effectively.
Great review management starts with delivering high-quality service. When you focus on creating positive experiences and engaging with feedback, glowing reviews will naturally follow – helping your agency stand out in a crowded market.
