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Simple Questions Your Home Service Technicians Should Ask to Get Great Reviews

Simple Questions Your Home Service Technicians Should Ask to Get Great Reviews

Home service companies live and die by word of mouth. So, how do you distinguish your business from countless competitors? Good online reviews can help, but how do you encourage your customers to leave positive feedback?

Two easy steps: Train your technicians to ask the questions that will turn a good service call into a great one, and use a reputation management platform like Real Time Reviews to make it easier and more convenient for your customers to recommend your company

Exceeding Expectations

Most home service companies have the technical skills to do the work in the home. However, their customer service skills may leave something to be desired. A reputation for quality customer service can make all the difference in setting your company apart from your competitors. The best technicians use the opportunity of a service call to educate homeowners about other options that are available — the quality of life improvements that a home service company can offer. If your technicians are only taking care of the items the customer called about, they’re not doing the best job they can.

For instance, if your HVAC business sends out a worker to change a thermostat of a house, they should ask questions about whether any children in the house have allergies, giving them a reason to talk about duct cleaning and air filter services. If a plumber visits a home to flush out a 50-gallon water heater and notices pictures of several children on the wall, he can ask if the family often runs out of hot water and whether they have considered installing a larger heater.

Train your technicians to not just go in and fix the problem but to also ask the questions that convey that your company really cares about making the customer’s home better. It can also lead to an upsell, which is good for your bottom line.

Reputation Management Made Easy

Once your technician has met all the needs of the customer and exceeded their expectations, there is a magic moment to ask for a business recommendation. When the customer says yes, just enter their name and phone number in the Real Time Reviews app, and voila, they immediately receive a text asking them if they would recommend your home service company.

A few easy steps later, your customer posts a 5-star review of your business to either Google, Home Advisor, BBB, or other industry-specific platforms, depending on preference and mobile OS. Our app will alert you in real-time whenever a new review has been posted, so you can respond in a timely manner.

Cultivate better customer experiences with technician training and then capitalize on it with the Real Time Reviews reputation management platform. You can sell your services before the customer even calls. Contact us today to learn more.

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