As a home service business, one of your main goals is to attract new prospects. When a prospective client is looking for a local service, they will most likely refer to your company reviews. In today’s digital world, your reputation depends on them alone. In fact, according to a recent survey, 82% of consumers read online reviews for local businesses, with 52% of 18-54-year olds saying they always read reviews. Also, the average consumer will read ten reviews before deciding to move forward with your services. Therefore, you must gain more reviews, and positive ones at that, to help retain customers.
1. First Impressions Matter
Typically, when a prospect decides to contact a local home service company, their first interaction will be with a customer service representative. Your CSR will probably answer the phone or respond through online chat messages.
How long does it take for your CSR to answer the phone? Are callers being placed on hold? Alternatively, are your CSRs enthusiastic, knowledgeable, and friendly? All of these factors go into a positive experience for your customers. If your customer encounters any setbacks or issues while contacting your business, they will leave, and most likely to another competitor.
When and if they decide to move forward with your business, your customer will then meet the designated technician for the job. Before they speak, the customer will notice how they’re presented. Although they’ll be doing labor, how they present themselves reflects on the business. Your customers will feel more comfortable if your technician is professionally dressed and well-kept.
2. Make it Simple for Your Prospects
Do your customers have to jump through hoops to schedule an appointment? Can they schedule through different formats, such as Facebook, Web Chat, and others? On each platform your company uses, there should be an option to schedule an appointment. Also, it would be best if you made it easy for your prospects to communicate with you on different platforms. You need to ensure that your prospects can get in touch with you as quickly as possible when the need arises.
3. Go the Second Mile
Doing more than what is expected of you as a technician is what will get you closer to that glowing review. How are your technicians greeting and interacting with your customers? Do they know how to read body language and mannerisms? Are your technicians self-aware of their own body language and mannerisms? When you realize how your customers are engaging and communicating, as well as how you’re engaging and interacting with them, you can begin to meet their needs and wants effectively. Being pleasant, polite, and easy to talk to goes a long way with any customer.
What are some ways that your technicians can go the second mile?
- Fix a dead/dim lightbulb
- Cleaning up a repair, or re-painting a repair
- Repairing drywall
- Offer a free service if it’s quick and doesn’t incur any losses
4. Use an Incentive
Customers love incentives. If you find that your business isn’t getting enough reviews, offer a discount, coupon, or other rewards to help get your business more reviews.
5. Leverage Negative Reviews
Positive reviews are indeed good for your service business, but negative reviews allow you to see what areas of your home service business need improvement. In cases like these, it’s best to reach out to the customer to see what went wrong and how to avoid the situation in the future. As a business, all reviews need to be considered. When your customers know that you’re willing to fix any suggestions or criticisms, it leads to more positive reviews and builds trust with your customers.