You can tell the world about the great work your company does, but it carries more weight when your clients do the crowing for you. After all, they have first-hand knowledge of dealing with your employees and subcontractors, experiencing your services and living with the results of those efforts. So have you asked them to write a review for you?
Decades of marketing research have shown that word-of-mouth recommendations from people you know or someone trustworthy makes people more likely to use that service or product. Think of the Good Housekeeping Seal of Approval and Underwriters Laboratories, to name two better known ones. For the remodeling industry there are third-party review companies such as Guild Quality, the Better Business Bureau, Angie’s List and Home Advisor. Homeowners may look for reviews on Houzz.com and Facebook as well as a company’s website.
The only way to make sure your clients will review you is to ask. When you take on a new client, do you explain your process from start to finish? Do you mention that you might want to photograph their project at the end? Add that you will be asking for a review and what platforms you use so they know way ahead of time. Remind them towards the end of the project that you will be sending a Guild Quality survey and/or link to your Houzz page for a review.
Having reviews on your Houzz page can earn your company a Best of Houzz Award. More than anything, reviews and testimonials reflect not only good craftsmanship, but prove how good you are at building bona fide relationships with customers who may become repeat clients and lifelong patrons and friends.
So what makes a good review? For one thing, ask your client to single out any outstanding service and/or employee. Guild Quality asks this on their surveys. Suggest your customers focus on a particular aspect of the project, such as the design or how they are currently using and enjoying the finished space. Remind them to think about what they wanted in the beginning and how well that objective was realized. These make informative and good testimonial insights.
Once you have great reviews and testimonials, share them! Put them on your website and social media pages. If you’re using Guild Quality to survey your customers, they make it easy to re-post comments to your Facebook page. Did you know that EM NARI has partnered with Guild Quality to create a new customer service award? The winners will be announced at the EM NARI CotY Awards on March 29, 2017.
Finally, don’t forget the power of video. Letting clients tell their story in their own words is commanding. People love video and they earn clicks on websites. Words are important, but photos and videos are worth thousands of words. We will write more on video in another article.
In sum, ask for reviews. Share the good ones.
To learn more about the NEW EM NARI Customer Service Award powered by Guild Quality, click here.