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Painting Biz Owners: automate your NPS to glean foresight on potential future negative reviews.

Name: Painting Biz Owners: automate your NPS to glean foresight on potential future negative reviews.
Uploaded: 2024-05-30T12:45:02+00:00
Duration: 48 s
Channel: Daniel Honan
Description: In this segment, the speakers explain how painting contractors can use an automated Net Promoter Score (NPS) survey sent immediately after a job to gauge…

30 May 2024 · 1 min

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In this segment, the speakers explain how painting contractors can use an automated Net Promoter Score (NPS) survey sent immediately after a job to gauge customer satisfaction. By analyzing the NPS response, they can decide whether to follow up with a happy customer for a Google review or to reach out to an unhappy customer to resolve issues before the complaint appears publicly on platforms like Google or Facebook. The discussion emphasizes the importance of timing, automation, and selective review requests to turn potential detractors into promoters and protect the business’s online reputation.

Chapters

You can also use that number to determine whether you should send a follow-up. Hey, can you rate us on Google? Give us a Google review. Because obviously you don't want to send a Google review request to someone who thought you did terrible, right? Imagine want to troubleshoot that and fix that issue before you send them a Google review request. That's an idea is basically sending out an NPS to see after the job's done automatic, and then they respond and then you can send them a Google review, which can be automated as well as a follow-up, the critical processing that needs to be dialed in.
Yeah. And getting to them and even talking Talking to them and asking those questions before they go to Facebook or Google and post that negative review for those that are not happy, you know, that gives them an opportunity to kind of tell you about it and hopefully you can get back to them before they go out and fix the problem and then turn them into a happy customer. So yeah, that's a, it's a huge item right there.