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In the final episode of The Five Star Restorer Podcast, we're taking a look into something restoration business owners don't often think about. Something that has a massive impact on your online reviews, and that often sneaks up on you, undetected: Your past employees. Your past employees often have the most significant impact on your online reviews, as they know what your operations are like. A disgruntled former employee has the power to share company secrets, put shady business practices into the limelight, and take down your business from behind a keyboard.
This is an episode you don't want to miss, as this can have one of sneakiest impacts on your online reviews, and will give you lot's of insight into the consequences poor business practices can have on your company in the long run.
If you haven't already, download the eBook for more great information on mastering your online reviews and getting ahead of the competition. Download the eBook at: https://www.fivestarrestorer.com/
Remember to check out KnowHow if you want to implement step-by-step processes into your business that will ensure you get a 5-star review every time. Book a demo with us at: https://tryknowhow.com/
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Customer service can make or break your business. World class customer service can mean hundreds of customers lining up at your door instead of at your competitors. Bad customer service however, especially in the age of Google reviews, can mean just a single customer ruining your reputation for good.
In arguably the most important episode to date, we dive into exactly what you need to do to make your customer service second to none. As always, we'll take a look at some real-life, shocking situations where businesses failed to meet customer service standards. You'll also hear from industry expert Phil Rosebrook of Business Mentors as he provides us with valuable insight into what it takes to provide world class customer service.
Don't forget to download your copy of "Delivering Five Star Restoration Experiences" by following the link below:
https://www.fivestarrestorer.com/
Interested in learning more about KnowHow? Book a demo with us to see how we can help your restoration business get work done right:
https://tryknowhow.com/
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Saknas det avsnitt?
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Have you ever considered your contractors might be hurting your businesses reputation?
Many restoration business owners don't think about how their contractors are being perceived by their customers. As we've learned so far in this podcast series, one bad interaction can force your customer to take to the internet to express their frustrations. Your contractors are on the front lines, speaking with customers daily. It's time to learn how you can ensure they make good impressions, and help build that five star reputation.
In this episode of The Five Star Restorer Podcast, we'll walk you through some disastrous stories of when contractors were.... less than personable, and tell you exactly how you can avoid the same mistakes.
If you'd like to access the full e-book this podcast is based on, you can download it for free here: https://www.fivestarrestorer.com/
Want to learn more about KnowHow? Book a demo with our CEO here: https://tryknowhow.com/
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Delays are inevitable in the restoration and construction industry. However when it comes to your customers, they have a line between what's inconvenient, and what they consider worthy of a one-star review. Many customers will tolerate minor delays if the reasoning behind the delay is properly communicated. If not properly communicated and delays are left un-acknowledged leaving the customer in limbo, it can be disastrous for your businesses reputation.
In this episode of The Five-Star Restorer Podcast, we take a deep dive into what causes delays to turn your business on it's head. You'll also hear from industry expert Tim Hull of Violand Management Associates on how you can avoid project delays, and better communicate them to your customers.
If you'd like to access the e-book this podcast is based on, you can download it here: https://www.fivestarrestorer.com/
Want to learn more about KnowHow and what we do? Book a demo with us here: https://tryknowhow.com/
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Money problems are to be expected in any relationship, but our analysis of 1,000 bad online reviews was filled with customers complaining about surprise invoices, radically inflated bills, and hostile collection practices.
In this episode, we unpack the different types of pricing conflicts that arose, and hear from Phil Rosebrook of Business Mentors on what steps restoration companies should take to ensure they're not on the receiving end of a 1-star review in this category.
As always, if you'd like access to the full e-book this podcast is based on, you can download it at https://fivestarrestorer.com. To book a demo of KnowHow, software for scaling restoration companies, visit https://tryknowhow.com
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What was the #1 complaint that surfaced among our analysis of 1,000 bad reviews in the restoration industry?
Perhaps unsurprisingly, it was customers complaining about a lack of communication - being left out to dry, stood up for appointments, and having nowhere to turn when they had questions about their bill.
Combine this with the #2 most common issue that emerged, Poor Quality Workmanship, and you find 2 issues that were mentioned in almost 70% of all the reviews we analyzed.
So if you're plagued by these problems, what options do you have?
President of the Restoration Industry Association Mark Springer and CEO of CORE Group Dan Cassara share their insights and analysis on this episode of the Five Star Restorer Podcast.
Want to download the entire e-book for free? Visit https://fivestarrestorer.com. If you'd like to eliminate inconsistency among your teams, check out KnowHow and book a demo at https://tryknowhow.com
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In the era of Google reviews, power has transferred into the hands of consumers, and their opinion on which businesses are worth 5 stars, and which are worth only 1, can have a huge impact on your bottom line.
How big are we talking?
Even 1 negative review can drive away 22% of prospects. If you're an average restoration company doing $2M/year, that's $438,000 in lost revenue, because of a single bad review.
This means there's no such thing as paying too close attention to how your business is perceived by customers.
In episode 1 of this series, we unpack the dollars and cents impact of getting bad reviews, and why the most successful businesses are the ones that deliver 5-star customer experiences consistently.
If you want a full copy of our e-book Delivering 5-Star Restoration Experiences: An Analysis of 1,000 Bad Online Reviews in the Restoration Industry, you can download it for free at https://fivestarrestorer.com.
Interested in learning more about KnowHow? Head to https://tryknowhow.com to book a demo.
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Why do restoration projects fail?
Is it due to poor planning? Unskilled labour? Unforeseen weather delays?
Each one of us may have a different answer for why projects go off-the-rails, but one perspective has been critically underrepresented: the customer.
At KnowHow we wanted to fix that, so we analyzed 1,000 bad online reviews of restoration companies in the United States, to determine why projects fail, and what can be done to fix them.
This podcast goes deep into the 7 issues we discovered, and gets the perspective of some of the industry's biggest players on how to avoid them happening to you.
Want to go more in-depth? Visit https://fivestarrestorer.com to download the free e-book this podcast is based on.