Reviews are essential to earning leads for your HVAC business. The challenge is getting people to actually leave a review for your business. Here are a few standard operating procedures that will make it easier to get reviews after the service or installation is performed:
- Get customer’s email address and phone number EVERY TIME- This seems like an obvious point, however many employees have a hard time asking for someone’s personal information. This could be because they don’t want to be “intrusive” or “prying”. However, it is vital to have your customer’s email address to ask for reviews. Positive reviews = More Customers, so make it your standard procedure and require employees to gather phone and email information.
- Send every customer a request for a review- Sending emails to each customer is a great way to gain more reviews. You can use third-party systems, such as ReviewBuzz.com, send emails yourself, or through MailChimp or Constant Contact. It is important to send review requests at least 2 days after service.
- Respond to reviews-When a customer leaves a review, negative or positive, it is important to respond immediately. Make sure you block out time to check your Yelp!, Google, Angie’s List, and other review accounts every day. Potential customers see your reviews and want to know you are engaged with what people have to say about your business. Tip: if you get a negative review, do not respond emotionally. It is important to address the negative review publicly. Even better, publicly offer a solution. Most customers are looking at poor reviews to see how the company reacts.
Getting reviews from customers legitimizes your business and provides a sense of trust. Having more reviews gives your business more credibility.
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