Responding to Online Reviews: Tips for Home Service Companies

Responding to Online Reviews: Tips for Home Service Companies

There is an element of trust involved with inviting a plumbing, electrical, or HVAC professional into your home. Homeowners naturally want to ensure the person they hire possesses the proper expertise, and also a high level of personal integrity. In short, homeowners want a service tech who knows their field inside and out and won’t try to take advantage of them.

To find such a person, homeowners are happy to do a little online research, where review sites—such as Facebook, Yelp, and especially Google—can offer some “social proof,” real insights from other homeowners who have hired the service company in question.

The upshot of this is that online reviews can make a huge difference for your home service trade. Positive reviews give you a professional advantage, while negative reviews can scare away potential customers—especially if you have competitors whose reviews are more positive.

Strategies for Online Review Sites

It is vital for home service companies to have a strategy for amassing positive reviews. Here are some basic guidelines:

  1. Be aware. Start by just being aware of your current online reviews. Do a Google search for your company to see what’s being said, and especially check in at Google and Facebook to see what kind of feedback your company has received (if any). It’s a good idea to periodically check in at these review sites. The last thing you want is to have a bunch of bad reviews and not even know it.
  2. Ask for positive reviews. Ultimately, if you’d like to achieve more positive reviews, the best thing you can do is ask for them directly. A recommended strategy: Email your best, most satisfied and loyal customers and simply let them know how much their feedback means. Ask them directly to take just a minute to provide you with a review. Make sure to send them a link so they can leave their review quickly and easily.
  3. Offer gratitude. As you see positive reviews rolls in, take just a minute to say thank you. Let customers know that you see their feedback and appreciate This can encourage more positive feedback, and make people think twice about leaving negatives. Plus, it’s simply good customer service.
  4. For bad reviews, offer a fix. When you see negative reviews, make sure you respond graciously; if you become angry or snarky, it’ll just make you look bad. Instead, apologize to the customer for their bad experience, and try to make things right—perhaps offering a small discount on their next service. This shows that you listen to feedback and try to address any customer concerns. In some cases, you can even get the reviewer to amend or delete their negative feedback.

Reviews aren’t just about ego or vanity. They actually matter a great deal to today’s consumers—and that’s why they should matter to home service business owners, too. Make sure you have a robust strategy for assembling positive reviews.

To learn more about getting (and keeping) happy customers, reach out to Contractor in Charge today!