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.

Look at Pricing

The start of the year is a great time to look at pricing. Usually, you have an idea of how your company fared the year prior, and you want to ensure you will continue to grow in the months to come. Many of us make New Year’s resolutions with respect to spending or saving in our personal lives, and it’s no different for business owners. Making sure your pricing is in line with where it should be is one of the strongest ways to start the year the right way.

Part of looking at your price book is finding where the issues are, and that can take time. An HVAC company in January is going to be very busy, so it’s a difficult time for a close look. However, a plumbing company might not be as busy. Whenever you tackle this job, your best bet is to look at what your labor rates are. Start there, and let it trickle down across the board. Ask yourself, “Are my labor rates helping my business stay profitable?”

Remember, there are many different services out there and many different groups or communities that you can engage. Never hesitate to say, “Hey, I’m a business owner in Florida. What should my labor rates be?” You can build your price from there. There are also some great billable hour calculators available.

Set Goals

There is no better time of year for looking inward than January. Set your personal goals and company goals for the following 12 months. If you can break those down into departmental goals, even better! Perhaps that means a CSR booking closing rates a little better, or a truck doing 250,000 a year rather than 200,000.

Many companies have found that using an Objectives and Key Results (OKRs) goal-setting system pays off. Looking for a guidebook when it comes to OKRs? Check out Measure What Matters: How Google, Bono, and the Gates Foundation Rock the World with OKRs by John Doerr. 

One key question is the best way to handle setting goals: Is it smarter for business owners to handle this solo, together with staff, or to delegate completely? 

The best approach is to set goals at the department level. As an owner, you need to take the time to understand what the goals are in each department, and make sure they are in line with your goals for the company. No one likes to set unattainable goals for themselves, so make sure you push your departments to set goals that are lofty, rather than simple ones to feel good about hitting. Entrust your staff to aim higher, and watch how they respond.

Pass Along these Points

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