EP #48 – The Most Profitable Strategy Tradespeople Miss w/ Ryan Nesbitt
Overview
Can you really win more jobs simply by asking for more reviews?
In this episode of The Gas Engineer Podcast, host Tulloch Priest sits down with Ryan Nesbitt, founder of Revyoo – a platform helping businesses collect, manage, and showcase customer reviews without the awkwardness.
Most tradespeople are brilliant at their craft but terrible at telling the world about it. Tune in for some valuable insights into collecting and using your reviews to win more work.
Highlights
How to get more reviews
- (1:20) Asking for reviews can be done manually, or it can be automated.
- (2:12) Revyoo offers NFC (near-field-communication) cards, so customers can tap their phone to leave a review.
- (4:20) You can split feedback – 4 stars or above link to a review, 3 stars or below link to private feedback.
- (5:34) Ryan shares tips on asking for reviews.
- It’s mostly about getting comfortable with it.
- If you can talk about the importance of reviews, most customers are reasonable and happy to help.
- (20:30) Consistency is key, as reviews need to be recent.
- (21:50) Google vs Trustpilot: Google reviews (on your Google Business Profile) are the best place to start.
- (25:55) The end of the job (as you’re packing or leaving) is the best time to ask.
Why do you need reviews?
- (7:04) For larger companies, pushing for reviews helps provide an additional incentive for engineers.
- (8:30) Google showcases your reviews to people searching for your services. Higher-rated businesses are favoured, and win big.
- (10:00) How many reviews do you need? 100 is a good goal – and you have to respond to every review.
- (12:35) An electrical company had 8 reviews, adding 20 over the next month. They immediately noticed an uptick in leads from reviews.
- (27:55) 92% of homeowners read online reviews before hiring a tradesperson, and over 80% choose based on the reviews.
- (29:33) Take advantage of the reviews you have. Social media and your website are great places to share them.
- (33:27) If even 1/5 of your customers left you a review, you can quickly become one of the top 3 locally.
Handling negative reviews
- (14:45) Biggest mistakes:
- Responding negatively – there are no winners.
- Taking things personally
- Responding before understanding the situation.
- (15:45) How to handle negative reviews:
- Fully understand the situation.
- Stay professional.
- Own and admit wrongdoing, where relevant.
- Call the customer beforehand.
- Negative reviews attract attention, so they are a good place to act professionally and present your business in a good light.
- Aim for a resolution.