It’s easy to forget sometimes, but as a contractor you are providing a service to a customer—just like a restaurant, retail store or other business. As such, your customers are going to have an opinion on the service you provide
Today, there are different ways for your customers to share their opinions of you online. Do not ignore this! Instead, take a proactive approach to online reviews and discover how they can benefit you as a contractor.
Unfortunately, quite often when someone takes the time to seek out a review site and leave a review about your contracting business, it is because they are unhappy with how the job went. That is why you may want to reach out and contact your customers—encouraging them to post reviews.
When the job is done, provide your customer with a link to your profile on some popular review sites (Yelp, Google Places, Facebook) and encourage them to post a review. You can do this via an email, social media message or go “old school” by including some of these links on your business card. By getting more customers to post reviews, this may boost the number of positive reviews you receive.
Spend a few minutes every week or every month and go check out what your customers are posting on the review sites. If these sites give you the opportunity, why not reply? Whether the reviews are positive or negative, it does not hurt to respond. This shows your customers that you care about their experience. In addition, when new potential customers are considering whether or not to hire you, they will be impressed by your responsiveness and thus more likely to hire you.
Learn From the Reviews
In addition, instead of just replying, take the information shared by your customers to heart and learn from it. Negative and positive reviews can both help you with future projects. They will show you where you are succeeding and where you are failing. Don’t look at reviews as a burden, look at them as a boost to your customer service efforts.
The ability to review companies, including your contracting firm, will likely only increase in future years. As such, it is important that you understand exactly how the process works and how it can benefit you. At the same time, you will be able to serve your clients better too.