Online Reputation Management for Construction Companies

What Is Online Reputation Management for Construction Businesses?

When you search for any kind of service online these days, you probably use Google, and you’ll probably see something similar to the image below [showing search results for “building company in New York state”].

You get a Google Business view with a map on the right and basic business details on the left, with a star rating and the number of reviews in brackets.

Let’s say you’ve got around 30 reviews on Google, and most are four and five-star ratings. Just two or three one-star reviews can knock your overall rating below four, which isn’t a good look when you’re competing against other four- and five-star businesses.

Online reputation management (ORM) is all about getting as many good reviews as you can and managing the fallout from any poor ones. You do this by responding to reviews quickly, both good and bad. 

For instance, you can respond to bad reviews by saying something like, “Sorry to hear about your experience. This isn’t the standard we aim for. We’d love to talk more and make it right.” It shows potential customers you’re paying attention and you care enough to fix things. It can actually turn a bad situation into a trust builder.

And it’s not just Google you’ve got to think about. Customers also check places like Yelp, Angi (formerly Angie’s List), and even your Facebook page. Keeping an eye on all these platforms helps make sure your reputation is consistent across the board.

Why Is Reputation Management Important for Construction Companies?

Most people don’t like to take unnecessary risks, especially when it comes to something as important as construction. 

Being risk-averse means people will search for red flags when hiring a construction team. It’s highly likely that they’ll read most (if not all) of your online reviews before making a decision. 

In fact, only 4% of users don’t read any reviews before hiring a local service, such as a plumber, HVAC repair, landscaping, construction, or similar business. In other words, your online reviews are often the first impression you make, and sometimes the only one. 

Even if you’ve been in business for years, demonstrate good SEO, and do great work 95% of the time, a few bad reviews (especially if they go unanswered) can make someone scroll right past you.

Here are other reasons why reputation management is important for construction companies:

• Improves search engine ranking: A good reputation helps you show up higher in search results. Google tends to reward businesses with plenty of good reviews and active responses, which means you’re more likely to show up in the Local Map Pack (see the image above).

• Improves your business performance: If you notice people keep mentioning the same issue, such as bricklaying delays, you can dig into the root cause and address it.

• Builds trust: When people see that other customers are happy and you’re responsive and professional, they’re way more likely to call you over someone with no reviews or a low score. They’ll see you as more trustworthy and a safer bet.

How Can a Construction Company Manage Its Online Reputation?

Don’t wait until you get a bad review to start managing your online reputation. It’s much too important for that. You can start now by following the steps below.

1. Encourage and collect customer reviews

You should aim to get as many customer reviews as you can, especially after projects that went well. The more positive reviews you have, the less likely it is that negative feedback will make a dent in your overall score.

ServiceTitan Marketing Pro saves you the hassle of requesting reviews yourself. It automatically requests reviews from your customers after a completed job, as well as alerting you when someone leaves a review on one of the major platforms so you can respond quickly.

Another useful feature is that it matches reviews to specific jobs, technicians, and customers in the ServiceTitan platform, so you can get deeper insights into performance.

2. Ensure business information is accurate and verified

If you’re trying to make a good impression, it’s going to fall flat if you’ve got the wrong website, email address, or phone number in your business info section. Make sure it’s up-to-date and verified at all times, across all the major platforms and directories, including Google Business Profile and Yelp.

Marketing Pro can also help you by making sure your listings are consistent across platforms. It syncs your business info across major directories like Google, Yelp, and Facebook—plus dozens of smaller ones. 

Instead of logging into each platform and updating things manually , you can update your name, address, phone number (NAP), hours, and other details in one place. Then, it pushes those changes out automatically.

3. Actively engage with customers online

Don’t leave your customers hanging! If you want to project a responsive and professional image online, then you need to engage with people by responding to questions and reviews promptly. Even just taking a moment to appreciate some positive feedback can make a difference in the eyes of your customers.

You can set up ServiceTitan’s Marketing Pro to alert you when you get a review and respond to it quickly. You don’t even need to leave the platform or app to respond, which makes it very convenient.

4. Make it easy for customers to reach you

Convenience is a big selling point, so make sure you make it super-easy for people to contact you. This means giving them plenty of options, including phone, email, online chat, and social media.

To make it even more convenient, you can use ServiceTitan’s Scheduling Pro to offer 24/7 online web booking. It makes it fast and easy for customers to book a job at a time that suits them from any device. You can link directly to the booking page from your website, social media, and Google.

The system also integrates with SMS/Text providers to automatically send out reminders and follow-ups to customers.

5. Deliver outstanding customer experiences

Keeping your online reputation healthy means making sure you impress as many customers as possible with excellent and on-time service. Delivering a good customer experience should run throughout; from the moment a potential customer contacts you, they should receive professional communication and transparent pricing. 

Aim to communicate clearly and check in throughout the project. Satisfied customers are more likely to leave positive reviews, which leads to more word-of-mouth referrals.

6. Handle negative reviews professionally

It’s inevitable that, sooner or later, a project will go wrong, which could lead to negative feedback. If you get a bad review, don’t panic. Instead, address it promptly with a constructive comment that offers to put things right for the customer.

Even if the customer is exaggerating things, don’t get into an argument. It never looks good if a business starts arguing with its customers, even if you’re in the right. You should always offer solutions and show a willingness to resolve any issues.

ServiceTitan’s Marketing Pro makes review management easier with filters to find the ones you want to respond to. You can do it all in the ServiceTitan online platform or app. 

7. Continuous online reputation monitoring

The good thing about online reviews is they give you plenty of feedback on how your reputation stands. As long as you’re tracking mentions, reviews, and ratings across various platforms, you’ll notice if things take a dip, and you can take some reputation repair steps.

With ServiceTitan’s Marketing Pro, you can set up review monitoring and display the info in a dashboard. It’ll alert you whenever you get a review, so you can stay on top of crisis management.

8. Leverage client testimonials effectively

Don’t be afraid to use your reviews as testimonials on your website and social media. You can even use them in printed brochures or flyers. Find the best and most heartfelt reviews, as these will resonate most with potential new customers.

One powerful way to promote your service is to show before-and-after pictures of a construction project that went well, alongside some glowing customer feedback. 

9. Strengthen your social media presence

Social media is a good place to share positive reviews and testimonials. You can also use it to boost online visibility by sharing project updates and industry insights, positioning your business as a construction industry “thought leader.” This gives you a lot of credibility and helps to build a positive reputation.

Try to be as active as possible and engage with followers. If anyone comments on your posts, make sure you like and respond quickly. You can even send direct messages to thank people, which can be a good way to generate leads. 

What Can Harm a Construction Company’s Reputation?

Reputation takes years to build and minutes to ruin. Nowhere is this more true than in the construction industry. Jobs are expensive, expectations are high, and word spreads fast. 

Below, you’ll find some of the most common things that can knock your reputation and cost you work if you’re not careful.

1. Poor service or unfinished work

If a job drags on too long or goes wildly over budget, then clients will talk. They might even leave a poor review if the outcome doesn’t match what was promised. Construction customers don’t just want a decent end result; they’re looking for perfection (or as close as possible).

2. Negative content or unanswered reviews

People realize that no business is 100% perfect, so they’ll expect a few mixed reviews. What really matters is how (or if) you respond. Ignoring a bad review looks like you don’t care. Responding with professionalism and a solution will actually build trust rather than damage it.

3. Inconsistent or incorrect business info

Old phone numbers or the wrong business hours make you look disorganized. If customers can’t reach you, they’ll move on to the next company.

4. Unclear communication and vague estimates

Customers want to know what they’re paying for. If you only offer a loose quote without outlining what’s included, it opens the door to disappointment and bad reviews.

This is where it’s a great idea to use estimating software like ServiceTitan, which offers the option to create precise line-item estimates that have higher chances of closing deals.

5. Messy job sites and poor cleanup

Even if your work is great, leaving a mess behind can damage your reputation. It makes people feel disrespected, and there’s a good chance they’ll mention it in a review.

6. Rude staff

Your crew is the face of your company. If they’re swearing loudly in front of the client or blasting music at 7 a.m., it reflects badly on your business as a whole, not just them. Make sure you communicate behavior expectations to your team and train them on how to act professionally, if needed.

8. Ghosting potential clients

Not responding to leads promptly makes people feel like they’re not worth your time. That kind of reputation travels fast in local communities, so make sure you’re as responsive as possible. A good rule of thumb is to always respond within 24 hours of receiving a message or call.

Over to You!

Your online image is probably your most powerful marketing tool. It influences whether people trust you or move on to the next name in the search results.

Staying on top of reviews, business listings, and customer feedback doesn’t have to be a full-time job. With tools like ServiceTitan Marketing Pro, you can automate the process, stay in control, and protect the good name you’ve worked hard to build.

ServiceTitan is all-in-one software that makes running a construction business much easier. It helps you manage everything from scheduling and dispatch to payments and marketing, all in one platform. In terms of construction reputation management, it automatically requests reviews, monitors feedback, updates your online listings, and allows you to respond quickly. It’ll help you win more jobs and keep your business looking professional online.