88% of consumers read reviews before making a hiring decision; it’s no wonder HomeStars sees over 8 million visits from researching homeowners a year. With reviews at the forefront of hiring decisions, they make a significant impact on how a homeowner perceives your business. From positive reviews to negative, each type holds value in a homeowner’s eyes. Read on to learn how to handle all 3, and what they mean for your business.
The Positive, Glowing Review
Positive reviews on your profile are incredibly valuable for your business, and they make you feel great too! When a prospect reads your positive reviews it creates a sense of assurance and reliance in hiring your business. Plus, these positive reviews can be re-purposed in so many ways. Use them in your marketing materials, share them on social media, or send them directly to a prospect to help build credibility to win the job!
Tip: Recent reviews are the most impactful. Make sure to request 2-3 reviews a month using the HomeStars for Pros app.
The Not-So-Nice, Negative Review
If a homeowner expresses in a review that they are unhappy with your work, don’t panic or get angry; these reviews have value, too! Use this as an opportunity to showcase your professionalism when dealing with conflict. Respond to the customer by expressing your concern and apologize for the situation. If possible, offer to fix what went wrong on the project or provide another solution. In doing so, your business is holding itself accountable. Homeowners reading negative reviews get a sense of your compassion, excellent customer service, and problem-solving skills.
The Not-Too-Bad But Not-So-Great Star Review
A homeowner may have been satisfied with the job that you completed, but it may not have wowed them enough to leave you a perfect 10/10 score. Neutral scores are an excellent opportunity to learn and grow. Responding to these reviews and asking questions to discover what was missing or what could have been done differently is a great way to improve your customer service and job performance. If you’re unsure of how to respond to a so-so review, here are some tips to help you.
Homeowners Can Edit Reviews, But Don’t Pressure Them!
HomeStars publishes over 8,000 reviews per month – some good, some bad. That’s how we help Canadian homeowners to hire the best contractor for their home improvement project, the first time. If an issue with a past job or other problem has been rectified, homeowners are able to go in and update their review, should they choose to. That is why it is essential to maintain a professional relationship with your clients and show empathy. You may be able to turn a negative experience into a positive one after all.
Customer reviews are a solid indication of where your business is excelling, and ways it can improve. Reviews of all sorts have the potential to showcase your business and show prospects what sets you apart from the competition. Take advantage of feedback from your clients and allow all review types to help you grow your business and improve your online reputation!
