Toolboxplaybook-back-btn Playbookplaybook-back-btn Chapter 7

CHAPTER 7

Marketing Practices

A broad-based marketing strategy that stretches from Google to direct mail brings new customers in the door and maintains relationships with existing clients. Being able to automate and track that marketing drives the highest return on your marketing investment.

SECTION 6 OF 14

Make Your Listing Consistent Across Review Sites

When people are looking to leave a review, they look for your name online and many companies have inconsistent names on different online listings.  

  • Some companies have “Inc.” listed sometimes and not others. 

  • Sometimes companies will have a dash or an apostrophe, and don’t on other listings.

  • Some companies go through multiple slight name changes but don’t go back into every listing online and update the name.  

There could be a hundred places where your business is listed and many times you may not even know that the listing is there. 

Customers can’t leave reviews if they can’t find you easily. And sometimes, the major search engines don’t attribute all of your reviews to you because your listings don't match.  

ServiceTitan also has home services dispatching and scheduling software to keep things running smoothly and on track.

“ServiceTitan automatically sends an appointment reminder, so make sure you're using that,” Ringe says. “I think everybody's had an experience where maybe you've scheduled a dentist or doctor appointment and as soon as you walk out the door, you immediately forget when it is.

“How nice is it to have that confirmation again? It's just one more step that increases the customer's experience. Customers thrive on communication, so we try to communicate the best we can.”

That clear communication, he says, shows customers you value their time.

So does letting customers track your technicians in real time, so they know exactly when their plumber or electrician will arrive.

“Customers absolutely love our live tracking with ServiceTitan. It constantly gets mentioned in our reviews,” says Ringe, who compares it to tracking your Uber or Lyft driver while waiting for a ride. “They know exactly where the technician is, en route to them.”

And with them, the excellent customer service customers expect. 

Go to Section 7: Websites