Protect Your Online Reputation

Online reviews are important and contractors should pay attention to what customers are saying in order to resolve any issues from unrealistic customers.

Not every customer is one that you necessarily want to do business with. In some cases, homeowners can be downright unreasonable and nothing the contractor does to appease them will ever be enough. This recent post on Atlas’ Asphalt Life blog helps contractors understand the importance of monitoring online reviews and how to handle the occasional negative review.

When the job is over, hopefully the homeowners are happy with the work, and you can ask for a positive online review. Check your online reviews weekly and interact with your customers. Say thank you and let them know how much you appreciate them choosing to do business with you. Don’t forget to ask for referrals, too.

From time to time, you’ll run across a negative review. Always respond promptly and calmly to those. Rather than picking up the phone and calling the reviewer, respond online and let the person know that you will call, or ask him/her to contact your office. Not only will you have the opportunity to resolve the issue with a simple phone call, you will also show anyone reading the review that you are responsive to customers.

Whenever you respond to reviews online, you have to maintain your professionalism. Remember that your current and potential client base can see everything you post. If you come across as condescending or angry, potential customers may steer away from doing business with you. No matter how wrong the client is, you have to stay level-headed and diplomatic with your response. Start with a simple apology for the customers’ feelings toward the company and extend the invitation to call your office to discuss the matter. If, after you have responded reasonably, the reviewer remains or becomes irate, do not continue to interact with them. Without getting into a public battle, you have shown anyone reading the review that you are more than happy to work with customers even when they are less than satisfied.

Read the full post and ioin in the conversation on the Asphalt Life.