Louis Massaro outlines how to reward moving crews with a points system tied to customer ratings. Establish ratings, convert points to bonus dollars, and penalize poor reviews. The result: more five-star reviews, repeat business, and referrals.
If we've got happy customers, then I want to incentivize the movers. Let me give you three steps that will really help you. So the first thing you've got to do in order to do this is you've just got to establish your customer rating process. Meaning how are you going to find out if the customer is happy or not happy? So there's a few points where you could do this, you could do this on the move itself, or are you calling the customer after the job? You've got to establish how are we going to determine if they were happy or if they weren't happy? Create a simple reward program. Customer's happy, you get points. Customers unhappy, we take away a certain amount of points, those points turn into dollars, they get a bonus check. Third step is introduce it to your crew. Listen, we've introduced this new program. We want to start incentivizing you guys for happy customers and doing a great job. We know you work really hard and we want to show some appreciation for it. That's it. Set up a reward program. Set up some incentives. Show your guys that you care. They're going to be five star reviews, they move with you again, and referrals, they refer you to somebody else.
