Why Did Bell Want More 5-Star Reviews?He understood that the way consumers discovered local home services companies had changed.
“People are more savvy than ever before, so they’re checking more on the reviews. They’re checking what people have to say about you,” said Bell, Founder of Bell Pest Control.
In fact, 82% of consumers now read online customer reviews to determine whether a local business is a good business. And 72% of consumers trust online reviews as much as personal recommendations.
Bell also knew that getting more online reviews would put more money in his pocket by improving their search ranking with Google, so they would get more phone calls organically without having to pay high pay per click costs.
“The more reviews that we can get, the higher it pushes up on the pages. The closer to top, the better it is for us,” added Bell.
Why Did Bell Want More 5-Star Reviews?Knowing that consumers were now looking at reviews of local service companies before deciding to call – and that the best way to get five-star reviews was to have his team ask for reviews personally – Bell rallied his office and service teams and they all began using the ReviewBuzz online review management system to ask for and track all their online reviews.
First, Bell had the field service team begin using the ReviewBuzz review request cards to ask for reviews. The team handed the cards to the customers upon completing the job, and then they asked for a review of them personally, rather than asking on behalf of the company
Then, to incentivize his team to ask for reviews Bell began using the built-in employee rewards system to recognize and reward his team for asking for and getting great reviews.
“Because we’ve started pushing it a lot harder the last three months, everybody is starting to get the movie tickets, the gift cards, the drill sets, the different things that are there. They’re actually talking about it pretty much on a daily basis, ‘Did you see the new review? Did you see this?’ They like seeing that.
“It’s actually starting some competition between them. When you get one or two of them that’s getting a lot of reviews they’re pushing the others to get reviews. To get the reviews, that means that they’re doing the job right.”
“So that’s what I like about it is – with the reviews, they get the little goodies, the gifts, and everything else. Having the team ask for reviews has had other residual benefits on the team’s sales skills as well.”
“It’s also gotten up to the point where they’re starting to ask more for the sale too…for new clients,” added Bell.
Effective Date: May 7, 2013
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