Home services businesses should constantly look for new opportunities to improve. Successful companies understand that growth is a series of thoughtful and calculated steps that, when executed correctly, work to meet their goals. Oftentimes in the race for new opportunities, they forget to look back. In doing so, they fail to realize and address the one thing you have control over–your home services online reputation.
When there’s a water leak, IAQ issue or the AC goes out, homeowners turn to their smartphones first to find the help they need. Customers type in their search and look for services that are local. Immediately following that, they read the reviews. What happens next is completely up to you.
As @CariceAnderson states, “You have a brand whether you want one or not, so you might as well manage it.” Here at Qnary, we understand the importance of #PersonalBranding and that there is never a one-size-fits-all approach. #ReputationManagementhttps://t.co/yRvIvVpZCp— Qnary (@qnary) April 1, 2021
Below is one of the best platforms you should use to monitor your home services online reputation. It’s important to know how to effectively use reviews and testimonials to differentiate your company’s customer experience. Lastly, we’ll cover tips and best practices to manage your business’ online reviews–both good and bad.
PulseM’s Home Services Reputation Management Platform
This platform does three important things for your home services business. As soon as a customer schedules a service call, the platform gets to work. PulseM gives your business the opportunity to communicate with your customers before the technician arrives, once a service call is completed and in between. What are the benefits?
1. Provides comfort and security for customers
When a customer schedules a service call, an automatic text with the profile, bio and image of the technician assigned to the job is automatically sent to the client. Once technicians are en route to the customer’s home, another text alert is sent. This provides your customers with increased security and comfort, while showing that you respect their time. It’s the kind of service that creates a memorable customer experience.
2. Builds online reputation with better reviews
Once the technician has completed the service call, you can immediately send the customer an automated review request. This increases the chances of receiving a review! You can then post reviews on company social media channels to build trust and your company’s social reputation as the go-to local home services business.
3. Create a memorable home services customer experience
The engagement tools give you the ability to keep the conversation going with current and future customers. Using the platform, you can:
- Chat with website visitors in real-time
- Send service or maintenance reminders to current customers
Best Practices for Managing Your Home Services Online Reputation
Whether you’re using pulseM, Google My Business, or other local business directories, make sure to encourage customer reviews. These help address potential pain points in your business and showcase company strengths. But it shouldn’t stop at just encouraging reviews–you also need to monitor, and respond to each and every one. Taking the time to thank customers that left good reviews, and thoughtfully addressing the bad reviews, will lead to new business. Here are a couple best practices to manage testimonials.
How to Handle Negative Online Reviews
The worst thing you can do is nothing. When a potential client sees a negative review with no reply, it shows you don’t care. Even if you reached out to the customer privately and took care of the complaint they had, the potential customer wouldn’t know. That’s why it’s important to also reply publicly to the customer’s complaint.
Online Reputation Tip— Magna Carta Zimbabwe (@MagnaCarta_Zim) April 9, 2021
Own your mistakes. An apology allows your customers understand that your company takes responsibility for its actions, willing to learn and are genuine in its dealings. Authenticity and transparency is key. #ReputationManagement
If you notice a new negative review, it’s important to not take it personally. As a business owner, or if the complaint mentions your name specifically, it can be hard to not take it personally. In these cases, it may be best to not respond immediately. Rather, make sure you’re in the right mindset. Take a walk. Focus on another task and come back to it later. And always try to see things from their perspective. If you do, you’ll turn complaints into an opportunity to earn a life-long customer.
Also, don’t view the negative review as a problem. This is your opportunity to blow them away with your unparalleled commitment to customer satisfaction. Address all of their complaints to ensure they feel heard, and explain the steps you’ll take to resolve the issue.
Acknowledge Great Reviews
With the good reviews, reply back with a thoughtful or personal comment to show your appreciation for their business. This is also an opportunity to showcase your business’ commitment to the community, as well as your gratitude, humility and personality. This alone can inspire a potential customer to choose you over your local competitor.