Phil Risher shows home-service owners how to turn one job into repeat business. Respond personally to 1-star reviews because prospects judge you by how you handle criticism. Then make happy calls after each job to troubleshoot, ask for reviews, and sell more services.
Business owners listening to this, respond to your 1-star reviews, show that you're human. This is what your actual prospects are looking at. They're saying, when things go south, how does this company respond? And at my home service business, the owner cared so much about 1-stars, but a lot of business owners that I work with after the fact, they would like literally try to blast these people with 1-stars. We need to say nice things and try to resolve the issue. So important. And then the second thing that you said, which is gold mine, most people miss, is the happy calls. So at my home service business, we were $3 million. I said, we need to start doing happy calls. What a lot of people miss with happy calls is one, yeah, you can troubleshoot if there's problems. You can also get the review, but then you can also cross-sell other services. By the way, did you know that we did this? Or, hey, I saw that you didn't sign up for a membership. And there's so much opportunities in just that one relationship piece that most people miss. And it's a goldmine opportunity for a lot of businesses.
