Five Ways to Implement Online Reviews Into Your HVAC Company
Having an in-person conversation with customers is one of the most effective ways to ask for a review
Having positive online reviews signals to prospective customers that you’re a trustworthy HVAC business, which is why you need to gather as many of them as you can.
Reviews also help you rank higher in online search results, so people are more likely to find you when they’re in need of service, especially when their heating or cooling systems go out.
These five tips below will encourage more customers to leave you the reviews you need.
1. Ask for Reviews when You’re Face-to-Face with Customers
Having an in-person conversation with customers is one of the most effective ways to ask for a review. This works best when the technician who performed the service personally asks directly afterward.
Another opportune time to ask for a review is when a customer is praising you for a job well done. Instruct them on how to best leave you a review, or give them a business card with your name and a QR code on it.
Talking with your customers face-to-face allows them to ask any questions they might have about the review process, which increases their chances of leaving you feedback.
2. Text Customers to Ask for Reviews
With a naturally high open rate, text messaging is an essential way to get your review requests seen immediately. Texting is accessible to everyone with a mobile phone, and you’re more likely to get a response from customers when you text them.
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Texting complements other communication methods, such as email, and serves as a gentle nudge to encourage more customers to write you reviews. We recommend texting your customers a review request shortly after completing their service.
Text a personalized thank you message with a review link. It can say something like:
“Hi, [First Name]! Thanks for choosing [HVAC Company]. To best serve you and others, would you mind leaving us a review? Here’s the link: [link]. Thank you!”
There are several business texting services that enable you to reach out to your customers for one-to-one communications, and some of them offer review management capabilities. From there, you can do things like earn, track, and respond to reviews all within one platform.
3. Email Your Review Links
Email is a default communication channel that’s expected by customers. When requesting reviews via email, you want to keep your message short and sweet. Try writing something like:
Hi [First Name],
We hope you're enjoying the improved comfort in your home after our recent HVAC service. Your satisfaction is essential to us, and we'd greatly appreciate your feedback.
Would you mind taking a moment to share your experience with us? [URL] Your review will help us continue to provide excellent service to our customers.
Thank you for your time and for choosing us for your HVAC needs.
[Technician’s Name]
Email review requests work best when they’re sent within 24 hours of the service, directly from the technician who worked with the customer. That adds a personal touch, helping your business better connect with customers. The timing of your request is important too — you want to gather feedback from customers while their experience is still fresh in their minds.
4. Leverage Social Media to Gather More Reviews
Utilize your social media platforms to gather more reviews from current satisfied customers and attract potential new customers who come across your page. Platforms like Facebook and Instagram are great places to engage your audience and highlight what your HVAC company is doing to serve your community.
You’ve got to create the right posts to garner attention, so start by:
- Turning existing reviews into eye-catching graphics that can easily be shared;
- Sharing before and after photos of an HVAC project;
- Highlighting customer success stories, which can be a video or a photo and post; and
- Using polls and surveys to quickly gather feedback and opinions from your audience.
Include clear instructions on how to best leave you a review, and how important reviews are to keep your business thriving. Having your reviews and success stories posted across your social media platforms builds more trust in your business, and encourages existing customers to share their experiences.
5. Incentivize Your Team to get More Reviews
Encourage your team to collect more feedback from customers and boost your online reputation. Sometimes, friendly competition for employees can be enough motivation for your team to participate, especially when they are rewarded for their efforts.
Some strategies you can use to motivate your team include:
- Setting collective goals for your team regarding the number of reviews to be collected within a specific timeframe;
- Rewarding technicians with performance bonuses, such as gift cards, a team lunch, or other tangible perks; and
- Giving top-performing technicians recognition across your social media and public marketing materials to motivate others to follow suit.
The goal of your incentive program should be to encourage friendly competition without compromising the integrity of your review collection process.
Grow your HVAC business with more online reviews.
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