KickStart: Call clients immediately to make sure they’re happy BEFORE they can trash your company online.
Outline
Introduction – Protect Your Online Reputation
Hey there, fellow residential service pros! We all know how much hard work goes into every job, and that satisfying feeling of driving away with a completed project. But what if that good feeling is suddenly overshadowed by the dread of a potential negative online review? In today’s digital age, protecting your reputation online is more crucial than ever. Let’s dive into a simple yet powerful strategy to prevent negative reviews before they even happen, ensuring your happy customers stay happy and your online presence shines!
Get In Front of Negative Online Reviews
WOO-HOO! Another job is in your rear view mirror and you’re driving away with a juicy check! Time to celebrate! 🎉🎊✨🎆 OR…
You may still get ‘bushwhacked’ with a nasty one-star Google ‘surprise review’ when the home owner’s Buyer’s Remorse kicks in! Avoid these scathing online reviews (from a homeowner that appeared happy) when you implement…
‘Immediate Quality Check’ (IQC) Calls
Check-In to Prevent Negative Reviews
Here’s how to do IQC’s. As your worker drives away from the job he or she calls the office. (They also share a heads-up on any issues with the job.) Then your office staff immediately reaches out to your client with this opening IQC Phone Script:
1. “Good morning, Mrs. ________ . This is from (slooow down on your company name) making our regular Quality Check call on you. Am I calling at a good time?” (Wait for response)
2. “(Name of your worker) called in and told me he had finished in your home. We call every single home we work at to make sure the crew did a great job. How do you feel about our work? Is everything looking good?” (Wait for response)
3. “Wonderful! I’ll be sure to pass your praise along to (name of employee).”
PAPERWORK: Now briefly fill in the “Client Comments” section of our Quality Check Call Control List. IF the home owner was an ‘Effusive Cheerleader’ that gushed about your employee(s) then fill out a Cheerleader Congratulations Form and follow the instructions in our IQC Calls Office Paperwork Flow Procedure .
NOTE: All bolded Procedures in Small Caps above are included in our ‘Winning over your caller’ LIVE seminar.💲💲💲 (See below.)
ProTIP: With a delighted client always conclude by gently reminding them how much an online review would mean to the employee(s) that did their work.
Want to DRAMATICALLY increase your CSRs’ “booking ratio”?🤔 Then quickly train them with my interactive Converting the “How much do you charge…?” Caller! video course. One low price (Heck, you may cover it in your first “converted caller”!👍) quickly trains unlimited phone reps!💲Click HERE to learn more… 2025 Spring Special Offer 40% Off
Responding to a Negative Comment
Just maybe everything didn’t go right. It is possible the customer has a legitimate concern or possible they just need a little hand holding. Aren’t you glad to know this NOW instead of having to save face after an ugly online review?
Here is a great way to reply if the client has a ‘concern’:
“I’m really sorry for your inconvenience, ________, and thank you so much for letting us know about your concern. May I schedule our supervisor, (give full name), to stop by and make things right at no charge to you?”
Your goal with IQC’s? To detour an irritated homeowner BEFORE they can impulsively trash your company online! So, let them vent their venom by screaming at your office staff instead of turning off 500 potential clients with their nasty, negative Google review.👍👍 (You may need to bonus your office staff some ‘combat pay’!)😲
RESOURCE: You’ll get the complete IQC Phone Script (including how to call a client who wasn’t home during the job and the script for voice mails too!) in our SFS: Winning over your caller! LIVE seminar.👌 Click HERE to learn more and/or to register for upcoming classes…
Test my Immediate Quality Check Call concept and let me know how if it helped you prevent negative reviews! (I crave feedback- good OR bad!)
Summary – One Phone Call Can Make All the Difference
So there you have it – the Immediate Quality Check call. It’s a proactive way to stay ahead of potential issues, turn around any concerns, and ultimately prevent negative reviews from blindsiding your hard-earned reputation. Give this simple strategy a try, and let’s keep those happy customers singing your praises online! We’re all in this together, building great businesses and keeping our online presence strong. Now go out there and wow those clients!