Turn your customer reviews into more business

Your reputation matters – especially in your industry. Customers want to see what others say about you before they get in touch because they want to know you’re reliable and good at what you do. Customers will also check your accreditations and social media profile because they want to see you’re active and what your work looks like.

For TrustMark registered businesses, customers have extra peace of mind knowing that you have gone through rigorous checks that prove you’re an expert in your field.

How you can turn your customer reviews into more business

Here are a few things you can do that won’t cost you money but are likely to bring in money.

Collect as many reviews as you can

Installers who collect reviews and expand on them see more success. After you have finished a job, you may want to consider:

• Customer follow up emails
• Post-project surveys
• Case study requests

Make feedback routine so you have a portfolio to share. While it’s easy to forget these things, you can schedule emails to go out after the job is done.

Give happy customers a way to reciprocate

Once you have had final sign off on your project and the customer is happy, that’s your moment to ask if they could leave a review.

Explain to your happy customer that reviews keep your business going and that it means a lot if they could share their experience.

Have a card ready to hand them after the job is done and give them some prompts so they can provide more detailed feedback.

• Communication throughout
• Reliability and timeliness
• Condition of the site afterwards
• Were expectations met or exceeded
• Overall experience

Reviews are your free marketing assets

Repurpose your reviews and show them off, put them on your:

• website
• socials
• case studies
• leaflets

Demonstrate your communication skills by responding to reviews

A customer might be able to say you were pleasant and timely but nothing demonstrates this better than a timestamped response to a customer who has taken the time to leave you a review.

• Thank your customers for their words and their time
• Address concerns calmly and constructively (we’re all human!)