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The Power of Your Employees

The secret to great reviews. And a great company.

The Power of Your People

By now, you already know your online reputation is your most valuable marketing asset.

And you know if you don’t have great reviews on sites like Google, Facebook, and BBB, you’re basically giving away money to your competitors.
But I have a secret to tell you.

The most important ingredient to having a stellar online reputation comes from your people.

They are the ones on the front lines connecting with customers, handling issues, generating sales and creating long-term loyalty to your brand.

It’s the connection between the service professional and the customer that generates a glowing 5-star review on Google… or a dreaded 1-star review that can seriously damage your business.

It’s time for service companies to face this fact: Without remarkable people, your company will not get remarkable reviews on sites like Google, Facebook, and BBB.

Your people power your reviews, your revenue and your business. It’s that simple.

Motivate Your Team

We all like to be recognized.

When we do a job exceptionally well, it validates our work to have someone we respect acknowledge our efforts. When we receive that validation, it motivates us to do even better the next time.

In the service industry, a little recognition of your team can go a long way in getting tons of positive reviews online.

When someone is recognized for a job well done, they walk a little taller that day. Their chins lift up, their chests puff out, and they take pride in their work. And when they take pride in their work, that translates into better experiences for your customers.

And those better experiences result in better reviews, which results in more customers, and more revenue.

When someone goes unrecognized for their hard work, however, it deflates their sails. Their shoulders sag, their face falls, and they lose motivation to do a good job.

In their minds, no one notices their work anyway, so why should they care if a customer has a bad experience with them?

Motivation, or lack thereof, is what can get your company glowing 5-star reviews that attract hordes of new customers wanting to work with you…or 1-star reviews that tear your company apart in painful, public detail for potential customers to see.

Ouch

Business owners can, and should, do more to reward, recognize and motivate their people.

A recent survey from Globoforce showed that 78% of workers would be more motivated to perform better at their job if they were recognized and appreciated for their efforts.

78% is a big number that can’t be ignored. It shows me that many workers in America go to work every day feeling underappreciated for the work they do. And in turn, they don’t give their best efforts at their jobs.

Which is poison for any business in the service industry. Because when your people don’t give their best effort every single day, your customers feel it.

And in this climate of social media and immediate consumer feedback, it’s only too easy for those customers to go online to share their feelings with the world.

Reward and recognize your people every day and you’ll get more great reviews, more business — and more happy employees who stay with you longer.

Getting and Keeping the Right People

To get the best people on your team, you not only have to be the best company, but potential employees need proof that you’re the best company before they decide to even consider working for you.

Everyone in the home service industry knows that finding highly-skilled, highly-trained employees is a needle in haystack type deal. And the truly great service technicians have plenty of job options to choose from.

Imagine two very different companies are looking to recruit a new HVAC technician. The first company is Me Company.

Me Company doesn’t understand how important it is to have happy, motivated employees.

The owner is king and his employees are his disgruntled, underappreciated, disinterested subjects. They’re expected to come to work, put their head down, get the the job done, and just be grateful for a paycheck.

A quick Google search of Me Company shows online reviews filled with terms like “extremely bad experience”, “rude management”, and “I would rather eat my own hand than hire these people again”.

The second company, We Company, understands the value of reward and recognition.

Their employees are still expected to come to work and do a remarkable job, but they receive consistent and ongoing praise for the good work they do.

It’s not surprising that a Google search for We Company results in some pretty amazing reviews. Phrases like “Service was excellent and my tech went above and beyond”, “Great customer service and phenomenal workers” and “I was so darn happy I’m writing this review!! We Company is awesome! ” appear on major review sites.

Given the two options, which company would you choose to work for?

Empower Your People to Turbocharge Your Company

If you want the best online reviews and the best people to help grow your business, you need to put your people first – and consistently recognize and reward them for being remarkable.

Without happy and motivated people, you won’t get good reviews and you won’t look good online.

And when you don’t look good online, new customers (and new employees) don’t call you. They call your competitors.

It’s time to make your people your priority.

It’s not rocket science, but it is absolutely vital to the success of your company.

ReviewBuzz and ServiceTitan – Now Integrated!

It’s official. ReviewBuzz and ServiceTitan, two leading software providers for the home services industry, are now seamlessly connected.

And your life is about to get a whole lot easier.

Now, getting more 5-star online reviews on sites like Yelp, Google, Facebook and more will be automatic and easier than ever.

You and your team are going to love it!

Not yet using ReviewBuzz? Request a free 30-day trial of ReviewBuzz and we’ll waive the set-up and integration fees (a $724 value).

Not yet using ServiceTitan? Learn more about ServiceTitan and discover how you’ll save $3,527 on the start-up and integration fees.

ServiceTitan is the #1 software for managing a home services business. It’s powerful yet easy-to-use platform combines scheduling, dispatch, invoicing, sales, marketing, reporting and more in a mobile, cloud-based platform.

Already using both ServiceTitan and ReviewBuzz? What are you waiting for? Get integrated now and we’ll waive the integration fee (a $527 value!). Call 1-888-WIN BUZZ and we’ll help you get integrated.

 

“It’s Like Peanut Butter & Chocolate”

ReviewBuzz & ServiceTitan client William and Susan Roberts-Frew from Sunshine Plumbing, Heating and Air helped beta test the integration and saw amazing results. We know you will too. Check out what they said below:

More Reviews, More Calls and a More Efficient Team? YES!

Online reviews matter – your customers are looking at them before calling you – and the more great reviews you have the more calls you are going to get. You know that.

We released the integration to a group of our mutual clients several months ago, so we could test the integration and make sure it was bulletproof before releasing it to the general public. And these clients saw astounding results.

The early release clients averaged 133% more online reviews and their weekly office staff efficiency increased by an average of 30%!

More Reviews

Make Your Team Happier

With the integration your team won’t have to book and close jobs in two places. It’s all done for your team. Automatic and hands-free!  And with your team getting more reviews, they will be earning more points and prizes through ReviewBuzz’s one-of-a kind Employee Fun & Happiness Program. A recognized and rewarded employee is usually a happy employee. And happy employees? Well, they make your customers happier.

 

Make Your Customers Happier

With your team more productive and happier, they can focus and do a better job where it really matters – with your customers. And since all the reviews and customer feedback you collect in ReviewBuzz are connected to individual employees, you can correct service issues quickly.

Plus, with the proven ReviewBuzz trust-building email automatically sent to customers before the service team arrives, your customers will be more comfortable, more trusting and happier with your service technician.

ReviewBuzz and ServiceTitan

Integration Special – Act by March 4th

Not yet using ReviewBuzz? Request a free 30-day trial of ReviewBuzz and we’ll waive the set-up and integration fees (a $724 value).

Not yet using ServiceTitan? Request a demo now of ServiceTitan and you’ll save $3,527 on the start-up and integration fees.

Already using both ServiceTitan and Reviewbuzz? What are you waiting for? Get integrated now and we’ll waive the integration fee (a $527 value!). Call 1-888-WIN BUZZ and we’ll help you get integrated.

5 Things To Look For In Home Service Software

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One mistake many small to medium-sized home contractor businesses make is thinking that back-end business management software is just for the big dogs. This is simply not true.

It makes sense that a large residential home service business would benefit from having software to track a large number of workers, phone calls, time on job, billable hours vs. non billable, leads vs. conversion and how many leads were lost in the pipeline. However, a small to mid-sized business can potentially benefit even more from SaaS that can streamline its business practices and fine tune its sales processes on a smaller scale.

But what exactly should operational software be able to accomplish for your residential home service business? Here are five things to look for:

  • Worker productivity tracking – How many hours are billable hours for each worker? How many hours were spent on administrative duties? How productive is each employee? Back-end software can track many worker activities depending on what is most important to your business.

 

 

  • Business forecasting – Compare your company’s productivity from year-to-year, month-to-month and more with software that also helps you predict how your business will perform (and is currently performing) with more accuracy.

 

 

  • Scheduling – The software you select should be able to take the guesswork out of creating/updating/changing worker scheduling with the ease of a dashboard. A scheduling dashboard should allow for easy managing and changing schedules with a click and drop capability or with a simple system. Color-coding each worker by status can be a helpful tool, as well.

 

 

  • Dispatch capability – An essential component of a good management software system for service industry businesses is the dispatch function. Efficient dispatching of workers can save money by improving workflow and making it easy to supervise and adjust time management.

 

 

  • Extraordinary customer service and support – Any operational software needs a superb support staff who can answer any questions that might arise and can address them quickly and effectively with minimal hassle. Look for customer testimonials and references before choosing a system for your business.

 
Andrew Loschert is Manager of Marketing Analytics and Optimization for ServiceTitan.

ServiceTitan is the #1 software platform for managing a home services business, incorporating the industry’s best practices to help you run a better business, lower costs, improve sales, provide a better customer experience, and manage your business more easily.

Coming Soon: ReviewBuzz and ServiceTitan are soon to be seamlessly integrated, giving ServiceTitan clients a hands-free way to get 5-star online reviews on sites like Yelp, Google, Facebook and more. To learn more about ServiceTitan, click here.