4 Tools & Tips your Field Service Company Needs to Get More Positive Reviews | 2019
It’s a fact of business these days that reviews can make or break your brand strategy. A Bright Local study found that up to 57% of customers will not even consider companies with a rating that’s lower than 4 stars. This means that it’s vital for any business looking to grow to impress prospective leads with a positive track-record. Getting positive reviews for your plumbing and heating company should be a priority. There are many guides on how to get more reviews btu that doesn’t always bring the best results as negative reviews are still reviews. So we’ve put together a list of 4 tools that every field service company needs in order to impress their customers and get them to leave positive feedback:
1. Automate your feedback strategy
Any company, regardless of industry, should have a feedback strategy. Sometimes, it’s enough to just ask people to leave reviews. After all, this generation of customers is wired to publish their opinion on social media and other platforms. All they need is a nudge. And that nudge can be a carefully designed workflow that triggers an email requesting a review. Whenever you send an invoice, make sure to send a review request as well or schedule one after a few days – giving the customer time to see the results of your work. Tools like MailChimp allow you to create your own triggers which can be invoices or the customer reaching a certain page on your website. Put yourself in the customer’s position to better identify their journey then optimize your strategy accordingly.
2. Keep your customer in the loop
Apps like Uber or Deliveroo have conditioned the new generation of customers to expect tracking for every service under the sun. This is even more the case with field service work, when people have to be at home, waiting for an installer to arrive. This is already a stressful process, as more often than not, an installer is called when things have already gone wrong. Therefore, reducing any friction is the way to getting more positive reviews. Clients using job management software that allows them to track and send emails or text messages to their customers have reported higher satisfaction rates. However, there are also individual tools that come with trackers which can be installed on your vans. These will send real-time updates which you can pass on to customers afterwards.
3. Make the most out of your database
Any field service company looking for sustainable growth needs a comprehensive database. Whether you’re using spreadsheets or dedicated software, the more information you have about your customers, the better. This will contribute to designing your email strategy, your website content, and your review requests. You can always create a classification system where you separate customers by levels of satisfaction. This way, you’ll be able to have separate email lists for the happiest customers who will receive review requests. Then there’s the so-and-so ones who might have had a quick routine job done that didn’t allow you to impress them further. They can also receive a feedback request but it would be a good idea to add a small incentive to motivate them.
Finally, the unhappy customers – and trust us when we say that everyone has these, regardless of how good they are – have to be handled with care. Knowing how to respond to negative reviews is an art. These you can target with benefits like free repairs or future works as well as doing your best to save them from having to suffer the same experience twice.
4. Online booking
Similar to vehicle tracking, customers expect to be able to book themselves in these days. Whether it’s because they dread phone calls like many Millennials do or because they can’t speak on the phone at that particular moment, online booking will improve the experience of many clients, leading to more positive reviews. Additionally, since this not as common a feature as it should be, you get the opportunity to outshine your competition and show customers that you’re up-to-date with digital tools. This way, you’ll contribute to building a credible and professional brand for your company.
Overall, these 4 tools & tricks for getting more positive reviews can be integrated within a powerful job management software. This means that you don’t need to worry about managing 4 different systems. Not to mention paying for all of them. But every business is different and has a variety of needs therefore you’ll have to decide which solution works best for you.
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