It was December 2020.
ServiceTitan was investigating customers who earn more five-star reviews for providing an excellent customer experience, and celebrating the successful launch of Marketing Pro - Reputation, which enhances that ability within the cloud-based software solution for the trades.
The challenge? Send ServiceTitan a video celebrating a technician who never tries to get away with less than the best service.
The evidence flowed in, provided by the perpetrators themselves. And it was overwhelming, no matter the review management platform.
There were more than 170 suspects, all viable, but forensics narrowed the list to 10, all observed providing excellent customer service and earning five-star reviews—building on their company’s great reputation. That’s when the real work began.
In the end, the detectives at ServiceTitan would identify only one winner. Even the investigators weren’t prepared for what they would find. Or where they would find it.
These are their stories.
High Five Plumbing, Denver. Luis was making a house call, and the customer was concerned. Another plumber had told the homeowner that a plumbing problem was a big job, with a big price tag. Luis suspected otherwise. After a simple fix, the homeowner was thrilled. The homeowner provided the following statement: “Luis was very professional and helpful,” it read. “I have a better feeling about our house overall because of his visit.” Five-star review.
The Colony Air Conditioning & Heating, Frisco, Texas. Ben was scheduled to visit a long-time customer. A text the day before, automated through ServiceTitan, alerted the customer, and a second announced he was on his way, providing a picture and bio for Ben. The tech wore booties and a mask to protect the customer, and provided estimates, but not in a hard-sell way. “We had Ben as a technician, and he was very personable, friendly and respectful,” the customer wrote. “I would highly recommend The Colony Air Conditioning & Heating.” Five-star review. But Ben wasn’t the only tech suspected of excellent service at his company.
The Colony Air Conditioning & Heating, Frisco, Texas. Joshua was dispatched for a free second opinion on an HVAC unit. Another company had quoted full replacement, but that evidence was suspect. Joshua discovered faulty wiring and fire hazard from a previous job. The customer signed up for a service plan. “Reasonable pricing and competence has (made) us a customer for life,” they wrote. Five-star review.
Precision Garage Door, New York City area. Israel was called to a home to repair a broken garage door. ServiceTitan’s automatic notifications made an impression. “They made sure I had his name and sent me a picture of him,” the homeowner wrote. “Extremely courteous.” Israel made a recommendation and went right to work. “He did exactly what he told me he would do,” the homeowner wrote. “He cleaned up after himself and left the garage door cleaner than it was. It was a pleasure dealing with him.” Five-star review.
Quality Air, Houston. It was always the same story with Ricky. As a technician, he always got great reviews. It was the second time he had been to this particular customer’s house. “His work and interactions with me were very professional,” the customer wrote. “He does a very good job of explaining the work before, and after the job has been completed.” More evidence of Ricky’s professionalism? A five-star review.
Hunter Super Techs, Ada, Okla. Confronted at his truck, Wes got the news. The review was in. “Someone was at my home in no time after making my appointment,” it read. “Wes is always friendly and professional, and great at explaining things.” The customer joined Hunter Super Techs’ “Country Club,” and saved a lot of money. Five-star review.
Choate’s AC, Heating & Plumbing, Memphis. The trail is heating up with a customer’s astounding accusation. “Brandon came to my house today to service my heater,” she wrote. “He explained everything to me, was friendly, and did a great job.” His boss was impressed to the point of a really bad pun. Five-star review.
Papalia Home Services, Boxborough, Mass. Great customer service meant a breaking story on ServiceTitan News. “This just in: Papalia Home Services of Boxborough, Mass., just received a glowing five-star review.” It read, in part, “Our 6-year-old Trane furnace stopped working, and Papalia showed up three hours after I put in a service call. Very competent tech Derek determined the igniter is fried.” The supply depot was closed because of the Columbus Day holiday, but Derek committed to picking up the igniter the next morning and installing it ASAP. “We are 100 percent pleased with this service.” Wow. Five-star review.
Choate’s AC, Heating & Plumbing, Memphis. The trail led back to the banks of the Mississippi, where excellent customer service paid off again. Keith was called in to discuss the evidence. “Is this true, that you were at a customer’s house today?” Keith is asked. “Maybe I was, maybe I wasn’t,” Keith responds. “I go to a lot of customers’ houses.” But the feedback is clear. “It says here, ‘Keith was professional, courteous, friendly and very knowledgeable,’” his manager says, reading from the review. “He explained everything.” Keith is exonerated by another five-star review.
That left only one suspect. When ServiceTitan’s investigators arrived, they found … a body in the tub.
Above + Beyond Heating and Cooling, Edmond, Okla. It’s not the way ServiceTitan’s investigators expected this story to end—a body in a tub, with a half-empty glass of wine, surrounded by candles. He was very much alive. David, a Customer Care Advocate for Above + Beyond, shared the story of Will, one of the company’s excellent technicians. A text had alerted the customer to Will’s impending arrival, including a photo and brief bio.
“One can never be too careful,” she wrote. “Will was on time and very thorough. He provided a detailed explanation of the work to be done and gave us an estimate on the spot. I wouldn’t hesitate to recommend Above + Beyond to anyone who needs HVAC work.”
Her five-star review completed the clean sweep, delivered with bubbles by a man in a shower cap.
And the winning video confirmed that technicians are guilty … of encouraging more five-star reviews by providing excellent customer service.
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