In today’s digitally focused world, a business’s online reputation is of utmost importance. Before doing business with a company, almost every customer will go online to learn more about their rates, services and, yes, their customer reviews.
An online reputation is especially important in the plumbing industry. After all, people will be letting workers into their homes to repair vital and expensive pieces of equipment. They want to make sure that the workers are clean and respectful, and that work will be completed successfully and fairly.
There are several things you can do to maintain a good reputation in the plumbing industry. The first of these is to build a strong social media presence.
Many people are on social media today. Being present on social media will help people to find your business. Establishing the right kind of profiles will also let your customers know you are trustworthy, credible and have good standing in the industry.
Start by using professional photos that feature your workers and the people behind your company. When people can attach a face to a product, it will make the brand seem more personable and relatable. A great company story can also increase engagement and allow consumers to make a personal connection.
Follow up by engaging in conversations with your customers. Ask for their opinions and respond to their questions and comments. This will show an extra level of customer care.
Post regularly to stay present in the public eye and show that your company is on top of things. Share pictures of jobs that have been completed successfully, and your workers interacting with customers. Post informative blogs on your website and share links on your social media accounts.
As much as we would all like to avoid bad reviews, they are likely to occur in any line of business. Sometimes mistakes are made or sometimes you are dealing with a customer that is just having a bad day. Either way, it’s important not to dwell on these mistakes, but to deal with them effectively.
Here are some tips on how to deal with a bad review:
Respond promptly: Never let a review go unanswered. Respond promptly. If you wait too long, your customer may get more upset and the issue could escalate.
Be Polite and Professional: When dealing with a bad review, it’s important not to take things personally. Stay polite and professional and avoid being defensive and insulting. If your communication escalates into an argument, it will look bad for everyone involved.
Take the Matter Offline: It is likely that, for customer complaints to resolve, action will eventually have to be taken offline. You may have to send your customer a coupon or exchange to make things right. If this is the case, be sure to mention that in your online communication so those following the thread will know things are being handled on another level.
Be sure to respond to good reviews as well! Let customers who take the time to write something positive about you know that they are appreciated.
Integrate Reviews on Your Website
You can also use your website to help build your online reputation. The best way to do this is to include customer testimonials in your content. You can also include links to 3rd party reviews that appear on sites like Yelp and Google in the footer of your website. Including these links and testimonials will benefit your business in the following ways:
Conversion Rate Optimization: Customers that see positive customer reviews will be more likely to use your business.
Ethical Link Building: Having quality embedded links on your site can help increase your search engine visibility. The links you include to third party sites on your page can work as quality links while showing your company in the best light.
Rich Snippet Generation: If you use structured data, your reviews will be displayed as part of your Google search results.
SEO: Well reviewed companies are likely to rank higher on search engines.
If you are a plumbing business owner, you know how much your business means to you. Reputation management is vital in helping your company to grow and continue to move forward. Be sure to do what you can to show your business in the best light, so you can keep those pipes clear for years to come!