It has never been more important to know how to manage your reputation as a contractor, so we’ve developed a strategy on how to manage your reputation as a contractor with some easy steps.
Since the internet is a free space for anyone to write about anything—like the cold fries that came with their burger, or the contractor who finished a day later than they said would—it can be a hard feat to manage your reputation as a contractor.
It’s especially difficult to manage it if you’ve been left with a bad review after already rectifying the problem or if there was no real problem to rectify in the first place—i.e. the complaint wasn’t an honest one. But who’s going to do anything about that? Short answer: No one. Because the fact is that people don’t always tell the truth online, and the laws do very little to help a business protect itself against that.
So, learning the best ways to protect your reputation as a contractor is one of the most important aspects of working as a contractor. Particularly since word of mouth is such a powerful strategy for pulling in new clients and keeping the old ones.
As with other customer facing businesses, when it comes to making it as a contractor, professionalism is everything. Right or wrong, clients will judge you not just on the quality of your work, but on the overall impression, you leave with them. Fortunately, some simple changes can make a big difference in how clients view you and improve your bottom line.
As with other face to face businesses, when it comes to making it as a contractor, professionalism is everything. Right or wrong, as a contractor, clients will judge you not just on the quality of your work, but on the overall impression, you leave with them.
Luckily, some simple changes can make a big difference in how clients view you and improve your bottom line.
Show Up On Time
It sounds simple, but too many contractors don’t take showing up on time seriously enough. From the client’s perspective, though, showing up late is an immediate red flag. Angie’s List even lists showing up late as one of the 10 warning signs that you’re hiring a bad contractor. Showing up on time, on the other hand, is easy to do and costs you nothing. Aim for 15 minutes early and you should have no problems. On the rare occasion when you’re going to be late, call your client and let them know.
Use Shoe Covers
A lot of people have shoe-less households these days. Even if they don’t, do you really want to be responsible for tracking mud and dirt into the client’s house? You can use disposable or reusable shoe covers.
Keep Your Trucks Clean & Organized
Creating a good impression doesn’t stop at the job site. A disorganized or messy truck suggests to clients that your work may be the same.
Answer Your Phone Promptly & Professionally
Even if you don’t have a dedicated line, it’s really important to train your team to answer potential customer calls professionally. The difference between “Hello, this is Bob Smith from XYZ services,” and “Yeah?” is potentially the difference between winning and losing a contract.
Respond to Emails & Calls Promptly
Try to respond to all your customers in one business day or less. Even if you don’t have an answer to the customer’s question or your bid isn’t ready, you can always just call the customer back and tell them when they can expect to hear from you. If you use them, this goes for lead generation services too.
2. Managing your online reviews
The final, major tool in managing your online reviews is to be very involved in gathering feedback from your clients. If you show your clients that you are genuinely interested in what they have to say about your service, they will tell you their complaints rather than telling the whole internet. So how do you do that?
How do you manage your online reviews?
Leave a feedback portal: create a pop-up box, or a clear section of your website that calls your clients into action by asking them to leave feedback and reviews. This will encourage them to address any problems they have right then and there in the privacy of your inbox.
Respond to the feedback: This is key in creating respect and satisfaction in clients who feel that they could have had a better experience when working with you. Speak to your clients in a respectful and polite way and genuinely address their issue. If you were at fault, make sure you own up to it and make it up to them! If you weren’t at fault, make sure you state the policies of your business firmly and politely. Leave the client with a clear understanding of what you can and cannot do for them while, at the same time, staying true to your commitment of great customer service.
Whatever the situation, when it comes to managing your online business as a contractor it always pays to play it safe and to take the time to fully engage with the people you are coming into contact with. Whether this results in avoiding a nonpayment by a client, or avoiding negative reviews, the results of your diligence will be what keeps you, as a Contractor, looking great online.
- Posted June 28, 2018