Are "Surprise" Bad Reviews Killing Your Business? Try This.
Stop bad reviews before they hit the internet! Use our Immediate Quality Check system and post job follow up call script ideas to protect your business reputation.
Kickstart: Call every client IMMEDIATELY after your tech leaves to make sure they are delighted. (This reaching out will impress homeowners and avoid being ambushed by 1-star reviews.)
Sioux allows me one daily “stating the obvious” so here goes today’s “DUH, Steve” statement: “The internet is a double-edged sword.” 🙄
The POSITIVE? Yep! You LOVE the free advertising and “instant credibility” ⭐⭐⭐⭐⭐ reviews offer!
DUH again, Steve! “I already know that an ecstatic, local 5-star review can generate 100’s of calls from new, “pre-converted” residential prospects!”
The NEGATIVE? “Easy come… easy go”! 🫣 Even one slightly disgruntled homeowner can instantly trash your hard-earned reputation with a bad review on Google, Facebook, or Yelp. And the kicker?
My coaching clients tell me they’re getting bushwacked with nasty, 1-star reviews from homeowners that they didn’t even know were unhappy! YOUCH! 😠
Getting surprised by a bad online review is devastating for your company’s reputation and future profits. Plus, nothing tanks morale faster than a hardworking tech getting publicly blasted online after they left an apparently happy client! 🥹
🗝️ Steve’s solution? Head these trigger-happy homeowners off at the pass BEFORE their fingers can hit that computer keyboard!
Enter my Immediate Quality Check (IQC) call. 👍👍
I know, you (occasionally?) phoned a few days later with the old “Just checking that you’re happy with the job, Mrs. Jones?” call. But no more…
NEWS FLASH: With the “immediacy” (is this even a word?) of online reviews and social media you’ve got to put this “just checking in” call on steroids by calling every client IMMEDIATELY after your tech’s departure.
Here’s how my IQC Call system works:
The Handoff: The second your tech pulls out of the customer’s driveway they call in to the office and give a brief rundown of the job. (Including any issues they’re aware of with the client or the finished job.)
The Intercept: Your office immediately makes the IQC call to the client to verify they are absolutely delighted.
ProTIP: Always have a “neutral” third party in the office make this call, not the tech who just left!
With this IQC Call, one of two things will happen—and they are both good!
Scenario A: The client confesses they are slightly miffed and/or even unhappy. Be incredibly thankful! 😁You just smoked out a dissatisfied client before they post a venomous review that could cost you 1000’s of dollars in lost business.
Solution: Your client vents over the phone, your CSR listens empathetically and uses “Emotional Judo” to resolve the complaint!
Result: You’ll likely convert a nasty 1-star review into a gratified homeowner that just might leave you a ⭐⭐⭐⭐⭐ review! (Or at least be a loyal client!)
Scenario B: They are super happy! (Which they certainly should be!) You’ve just created another fantastic Moment of Truth(MOT) with an already delighted homeowner.
Heads up: Now deploy your after-job follow-up call script to gently remind your happy client that your Billy, their technician, would “really appreciate an online review”. 🙏🏼
ProTIP: Personalizing your request with “Billy would really appreciate an online review” is much more effective than generically asking, “We would appreciate…”
☠️WARNING: Remember, NEVER specify a “five-star” review when asking—let your “Service Engineered” work determine your ranking.
Bonus Tactics for Your On-site Crews:
The Preemptive Strike: If your tech spots a tiny issue, have them show the client and then ask permission to fix it. (Mention this fix will be at no charge.) This is a tactful (OK, it IS a bit sneaky) 🙄 way to create yet another positive MOT without bragging!
If the client isn’t home: Have your tech do a before-and-after photo of the issue and then mention on the IQC Call, “I hope it was OK, Mrs. Jones. Billy noticed the corner of your furnace had a sharp edge on it and taped some yellow safety padding there. I’m sending you a before-and-after photo and by the way, there’s no extra charge.”
· The Mid-Job Check-In: If your crew is on a longer HVAC, pest control treatment, cleaning or plumbing project test out doing a quick “Initial Quality Check” Call.
Something simple like: “Hi Mrs. Jones! This is Sara from the office doing our Initial Quality Check. We call every client during our first hour to make sure everything is going well with your service today.” BINGO!
You want even more sneaky phrasing? By saying above, “We call every client…” you subliminally reassure the homeowner that you’re not worried they are angry or upset.
Steve’s nostalgia time: Before adding this “We call every client…” phrasing I literally had customers respond, “Why are you asking? Should I be upset?” People can be weird. It’s really a mental chess game out there!
It’s true, a miffed client can act happy during the IQC Call and then roast you on the Internet. But 98% of your “silently unhappy” clients will vent to your warm, caring CSR and then can easily be salvaged.
Steve’s TAKEAWAY: Please, STOP 🚫letting the internet dictate your reputation. Create a great MOT with every client by making an Immediate Quality Check Call. 💖 Then for the very few homeowners who aren’t delighted? Proactively resolve the issue BEFORE it goes online! 😎