61: How To Set Up A Process For Getting 5 Star Reviews with Josh Kelly

Today we talk about setting up a process to help your company manage its online reputation, enhance employee relations with customers, and address customer concerns before they hit review sites. All this can be tracked from one easy-to-use website.

What you’ll hear in this episode:

Josh’s background in HVAC and plumbing
How RevuKangaroo began when he wanted to perfect the review system
How can we turn Yelp reviews into a conversion and closing tool?
Three takeaways from Josh’s video:
- Growing your business with the “big fish/small pond” concept
- Ideas for recruiting, training, and maintaining a workforce
- Maximizing the value of your customers

The promises Josh makes to every newly-hired employee to set expectations and make connections
Why some companies have a revolving door with their employees
Why you should make your company a great place to work
The only reason people stay or go comes down to CONNECTION
The snowball effect of being open and honest with customers
Keep in touch to create lifetime value with customers
The value of maintenance contracts
How to get more online reviews: 87% of customers look up home services before making the call
How contractors are losing the invisible dollar
The numbers to shoot for: 4.4 minimum average star rating and 50+ reviews
Look to do well on Google, Yelp, and Facebook: It DOES affect your business
No matter what, ASK for the review, then look to cross-sell, give product discounts, and ask for referrals
The key: make the review process easy for the customer
How the process works:
- Create a funnel
- Ask for a review on the individual person (create a relationship!)
- Use the info as a lead generation and closing tool
Get your employees to buy into giving a great customer experience
It’s the people that power your business!