Online review systems hold an incredible amount of power over businesses, and especially escape rooms. When someone types your escape room name directly into Google, the first thing they see is the yellow stars showcasing your average review.
Even if someone isn't explicitly looking for reviews, they will still see them. Here is what a brand name search for "Escapology" shows on Google:
Reviews can also be very personal for owners. Asking for them when they know the experience might not have been perfect (even in all likelihood it was an amazing experience) can be paralyzing.
If you take anything from this guide please take the following advice: ask for as many reviews as possible and do not over think it. People are kinder than you think and your expectations are probably way too high. Ask for reviews!
You Need to Make Sure You Are…
- Collecting as many five star reviews as possible
- Asking every single customer to review you
- Change where you ask the reviews to be done so you cover multiple sites
- Responding to reviews on a consistent basis
Best Practices for Responding to Review
Don’t overthink responding to review. Check in once a week and follow these guidelines when responding to reviews:
- Respond to negative reviews professionally and courteously, offering solutions when possible. If it’s honest feedback than publicly acknowledging the issue and saying you will address it can go a long way when others are looking in the future.
- Thank customers for positive reviews. Show gratitude for positive reviews and encourage happy customers to spread the word.
- Encouraging further engagement. Invite customers to share additional feedback or ask questions to maintain open lines of communication.
Which Review Sites Should You Focus On?
The most important factor to consider when deciding where to request reviews is the visibility of the platform for your escape room.
When you Google your brand, which review sites show up in Google?
The most common are:
- Trip Advisor
- World of Escapes
Here are some examples of what the reviews look like on mobile when you search for the brand "Escapology":
Our Recommended Review Request System
Utilize a tool like EscapeKit.co to combine your waiver and your review collection process. There are many automated review request systems but EscapeKit has the right price and is catered to escape room businesses.
Use the Debrief System to Make It Easy for Customers to Leave a Review
After every successful game, the client will receive a text message that brings them to a page with photos and info about their game… but most importantly you can configure it to have a “Leave us a review button”
To configure your debrief page, move the "Review Widget" to the top of the "Left Column". Clicking on the review widget will allow you to select which review site to link to.
The service that offers the texting is $59 per month and is worth the cost, especially considering how important it is to collect reviews.
Online reviews hold significant power for businesses, appearing prominently on Google search results. To maximize positive reviews, businesses should collect as many five-star reviews as possible, ask every customer for a review, and use tools like EscapeKit.co to automate the review collection process.
After successful games, you can use debrief pages to make it easy for customers to leave a review.
The most important review sites to focus on are those with high visibility for the business, such as TripAdvisor, Facebook, Yelp, and World of Escapes.