We just had some repairs done to our roof. After the job was done, we received a “thank you” email from the owner of the company. I’m sure you send a thank you email or letter to your clients at the end of their case.
If you don’t, you might want to get on that. Many professionals don’t and it’s not only bad form, it’s bad for business.
Clients want to be acknowledged. A short message, thanking them for choosing them (or hiring them again) goes a long way towards strengthening relationships with them, reducing “buyers’ remorse,” and fostering repeat business and referrals.
It also helps you get better reviews.
In his email, after he said “thank you,” the roofing contractor said,
“You will be receiving an email in a few days asking for an honest review. We would love to get a 5 star review from you, but if for some reason you feel you can’t give us 5 stars then please contact us to make it right.”
What does this do?
- It tells the customer (client) another email is coming, so they expect it and are thus more likely to see it and respond to it;
- It normalizes the review process by mentioning it without hesitation;
- It “asks” for a 5-star review, making it more likely they will provide that instead of 4-stars (or something else):
- It asks the customer to contact them if there’s anything they’re not happy about, which tells the customer they care about their work and their reputation and will take care of any issues or concerns, which can only lead to more repeat business and positive word-of-mouth about the company: and
- It gets the customer to think about the work that was done–what was promised and what was delivered–which should lead to higher ratings and more detailed comments in client reviews.
One reason we chose this contractor instead of several others from whom we got bids was because he had more 5-star reviews and “better” comments than the others.
Just saying.
Subscribe to the Attorney Marketing Letter and get these posts in your inbox
