In any business, impressed customers more often than not become loyal customers. Loyal customers pay dividends not just for their repeated business but also for how they help spread the word. The plumbing and HAVC businesses are no exception to this and are highly reliant on favorable internet reviews to succeed in the digital age. Customers that are wowed are far more likely to take time out of their day to write a positive review than customers who are simply satisfied. With that in mind, here are five ways to “wow” your customer.
- Show Up on Time
It should go without saying that being on time is crucial to developing a positive relationship with a customer. Nothing is more frustrating than having to wait around for a service technician, especially when dealing with plumbing or HAVC issues. Getting there when you tell the customer you will be there is crucial to making a positive first impression. Go above and beyond by having small appointment windows, which help take out much of the stress of the experience for your customer, but most importantly, avoid being late at all costs.
- Professional Uniforms
Showing up not only on time, but with a company uniform is an inexpensive way to give the impression of professionalism that will go a long way to ensuring your customers come away impressed.
- Professional Looking Work Van/Truck
While many jobs are easy enough to do with just a toolbox, avoid taking anything other than a work Van/Truck to a job. While everything you need might fit fine in your family member’s Civic and gas prices today can certainly make it tempting, no one wants to see their plumber or HVAC technician in anything but a professional looking vehicle. Bonus points for putting a decal of your company’s logo on the side.
- Teach your Customer Things Whenever Possible
It may seem counter-intuitive to teach customers things they could be paying you to do, but if there is a quick fix it may be cost effective, in the long run, to show them how they can fix a problem themselves. Making customers feel like they got a free lesson out of the deal will go a long way in making them feel a responsibility towards giving you a favorable review online. Never forget, word of mouth advertising is still one of the most effective advertising methods available.
- Quality Work
The number one way to wow your customers is also the most obvious, but it bears mentioning. All the other tips will mean nothing if the customer is dissatisfied with the work you actually did. It is of paramount importance that every job you do is quality work.
When hiring a customer service representative, one of the first things you want to look for is whether or not they have the passion for working with people and helping your team deliver the best service possible. Also, you want someone who has knowledge of the field or is willing to be trained in it. As a result, you want to ask them questions that will tell you whether or not they have the ability to resolve problems quickly and effectively. You also want someone who has the work ethic that your company needs and will maintain your company’s reputation well by providing excellent service.
Here are some questions that are good for the top five:
1. Tell me about a problem that you helped to solve with a product/ service of a company that you previously worked with? This will give you an idea of how much similar experience that they’ve had in dealing with different types of problems with different clients and whether or not they handle it well and how quickly they can handle them.
2. How do you reply when you don’t know or understand the answer to a question? This gives you an idea of how honest the interviewee considers him- or herself to be and if he or she is willing to find the answer by asking someone else or follows the company’s policy about searching for the answer.
3. What do you know about our company? This gives you an idea of how well the interviewee has researched the company and/or how much similar experience or knowledge that he or she has. This also gives an indication as to how much he or she would enjoy working for a company like yours.
4. When a customer calls and complains that a repair or replacement job has not been done right, what do you do? This tests whether or not the interviewee has the ability to show empathy and that the company to do their best to reassure their customer that their problem will be fixed again as soon as possible and to help them schedule for it.
5. What interests you in working for our company in particular? This indicates whether or not the interviewee has a genuine interest in the services that your company does or at least has a strong willingness in being of the best service that he or she can be to the customers.
It’s no secret that Google wants your website to be content rich. Content rich websites are rewarded by higher rankings which as you might expect results in more searchers finding your site and hiring you. When creating content it’s important to develop good original content and get creative with it. You’re doing nothing different if you are just rewriting what’s already been written over and over again.
Here are 5 solid content issues that Google loves to see
Interviewing experts in your field or industry makes for great content. As an example here at PlumberSEO we have a monthly podcast where we interview million dollar plus per year plumbing business owners to find out what they are doing in their businesses. This podcast is uploaded in audio form and also transcribed into text and posted on our website. This makes for great original and very interesting content. Click here to find the podcast
What you are reading right now is a list. Lists are great because they break down valuable content in short easy to read segments. They also serve a great advantage in search because when people search they often times search in terms of the top… So lists tend to rank high in search and also get a lot of sharing.
Reviews are a great way to feed Google what it needs for great content. Search around and you will find all kinds of reviews online. Reviews are a great technique in the plumbing industry because you can review bathroom fixtures, tools the ideas are endless and the content created from it will help you rank high in search.
News always does well in search, it’s important to create content around news that it relevant to your business. Setup Google alerts for keywords pertaining to your industry to catch the news while it happens. Also search the top news sites like CNN or USA Today, I often go to these sites and type the keyword Plumbing and get all kinds of news.
- Polls and Surveys
Google eats this stuff up and there is a high search volume for polls and surveys. Make sure your info is real and accurate and you will dominate the SERPs for this.
One of the hardest things to do is come up with relevant content for your site, put together a content calendar with these 5 ideas and you could come up with a years worth of solid content to dominate the search engine results page.
A Google penalty or what some refer to as the Google slap can drop your site in rankings or worse get you removed from the search engine, costing your company thousands if not millions of dollars in lost revenue.
So if you have read our blog at all you will often find ideas on what to do to get your site ranking, but today let’s talk about the negative stuff, the things not to do that will pretty much guarantee you lose rankings.
- Stealing content from other websites
Stealing content from a competitors website or even the same type of business but in another state and using on your website as your own is what’s called duplicate content. This is a sure way of getting you slapped across the face by the big hands of Google. It’s also a pretty sleazy thing to do.
- Keyword Stuffing
This is the process of filling your pages with keywords. It’s an old tactic that worked in the past. You were writing for machines and not people so your text looked like searching for a “city+keyword” in the “city area” we are the best “city+keyword” blah blah blah, pure trash that adds no value and is a sure way to get a Google slap.
- Don’t maintain security on your site
If your site gets hacked or riddled with malware you need to get that fixed ASAP. You will lose your rankings faster than you can say…. If you find yourself in this situation then refer to this info for ridding your site of malware straight from the mouth of Google. Webmaster help for hacked sites.
- Hiding text on your page
This is something I have not seen in some time, but then again if it’s hidden how can I see it anyway? Well what the human eye can’t see God…I mean Google can see. Creating a bunch of keywords in white text on a white page. You are attempting to hide it from the end user so your site does not look spammy but trust me you are not hiding it from the mother ship. This is a sure fire way of getting removed.
- Automated Tasks
Don’t we all love automation, well I can tell you that Google does not. Anything you have that creates content or links on your site using a tool to automate it is a sure fire way of getting hit with a penalty. There are many tools out there that will allow you to type a keyword into some software and auto generate content for you. Sounds great right? Well think about this, all it’s doing to stealing content from multiple websites and slapping it together in one article. The problem here is that it reads terrible and will still be looked upon as duplicate content.
So there you have it, the top 5 things to avoid when doing SEO for your Plumbing or HVAC website. Avoid these tricky things and you will be safe moving forward.