4 Tips to Get More Reviews

by

Steve Kiernan
Co-Founder & CEO
May 1, 2018
/
minutes to read

Get to the Point

  1. Ask - After each visit, teach your techs (or whomever follows-up) to ask the customer to leave a review. You don’t have to ask for a positive review (in fact we recommend you don’t) but just be respectful, and many times customers will review you!  
  2. Interact - Not only should you form a relationship with your customers as you complete your project (before you get the review), but you should also continuing to interact after you receive your review. You can comment back, or reach out personally. Either way, continue to strengthen your relationship after the review is given.
  3. Share - It can be okay to brag a little… Share your positive reviews on your website, on social media, or anywhere you want to! Not only will this show prospective clients what other customers have felt, but it also encourages more reviews when customers see you truly appreciate the time they spend writing them.

Reviews.

They’re elusive, and oh, so hard to get.

It’s not shocking that people don’t go out of their way to write reviews, because after all,  you are asking your customers to take an additional step. And keep in mind, this is after they have spent money with you.

But positive reviews are one important way to gain online credibility for your home services business.

So how do you get more reviews?

Your customer, aka potential reviewer, has the power to give you a review or not to give you a review. But it’s your responsibility to make it as easy as you can for them.

Just Ask

This is a tricky balance to find, but you should start every visit by providing excellent customer service in mind. From the first moment the customer calls your office, to the time your tech leaves their home, the customer has to be appreciated, respected and comfortable. How do you train your techs to do this? Start off being punctual, explain what they should expect from the visit before beginning your work, be cheerful and ask if all their questions have been answered.

After you’ve formed a good relationship with this customer, as you leave you can ask “If you have a moment sometime in the next few days would you leave us a review?”

How to Ask

Firstly ask respectfully, don’t act as if you expect them to say “yes” or even ask them to leave a positive review, just ask if they’d be willing to spend the time.

When they agree to leave a review, it helps to have a card that walks them through how to leave a review on whichever sites you’ve targeted. This helps you curate a great review base on the platform that is most important to you. (for example, if you’re trying to get more reviews on Angie’s List, but they leave a review on Google Plus it might not be as valuable to your team)

Value your Reviews

Once get a review, thank the person. On Yelp, you can message the people back, with Facebook you can comment a thank you. It doesn’t have to be an extravagant acknowledgment, but if somebody takes the time to help support your business, it’s important to reciprocate.

Share the Reviews

Getting a good review feels awesome. You can brag a little about it! Sharing positive reviews on your social media, website, or even in email newsletters. When you share your positive reviews, leave a link to your review site, and encourage others to write a review if they feel so lead.

Curate Your Reviews

Once you start getting reviews, make sure you make note and tag of them. All of Pointman’s apps (Field Nimble, Acquire, Scout, and SWRemote) have note sections for Customer Relation Management (CRM). After every review (whether good or bad) make note in the customer profile. Next time you interact with them, you’ll have the opportunity to thank them or address an area of concern.

Best Practice!

Have your techs make notations when customers have been asked for reviews. The last thing you want to do, is over ask.

If this seems like too much work, then consider working with a company that will manage asking, receiving and thanking customers for reviews. A Pointman Partner that we frequently recommend for this service is Customer Lobby.


4. Add-On or Upsell Count and Amount

Here, we’re looking at repairs sold beyond the original reason for the call. Every time you enter a customer’s home your techs have the chance to sell value added work, beyond the repair itself. If you’re training your techs to sell add-on products, don’t you want to know who's doing it well, and who may need a training refresher?

5. Agreement Opportunities/Sales

Maintenance agreements are the key to a consistent client base and essential for keeping your team busy during the shoulder seasons. Every time your technician is in the home of a non-member there is an opportunity to sell. Are they delivering? You need to know.

6. Future Opportunities

Are your technicians talking to customers with forced air heat about the improved comfort that comes with a humidifier? How about the benefits of water softeners or whole-house surge protection? If the customer is interested, but not now, you need to be able to follow up on those opportunities.

How much money do you think gets left on the table just by failing to make a follow-up call to reintroduce an offered product or service? Tracking these opportunities can be the secret to putting more of that money in your pocket. These opportunities are the gold dust that’s hiding in your business. With a little work, there’s a lot of money just waiting to be panned for and earned.

7. Replacement Opportunities/Sales

Repairing a capacitor on a 17-year-old condenser, or the pilot on a 12-year old hot water tank? These are opportunities for replacement, and your techs should be offering that as an option along with the repair itself. You can determine what you consider a replacement opportunity in your business. But regardless of the conditions you establish, you want to know which of your techs is making the most of them. 

And if they didn’t sell? See the previous item. You should be setting this as an opportunity for a follow up.


Have any recommendations for additional information you’ve found to be essential? How do you make sure your team shares these details after each visit? We’d love to know — drop us a line here.

Pass Along these Points

There's more where that came from.