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 cutomers to take an additional step. And keep in mind, this is after they have spent money with you.
But positve 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.
Here’s 4 Tips To Get More Reviews
- Just Ask
This is a tricky balance to find, but you should start every visit with 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.
Have your techs make notations when customers have been asked for reviews. 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.