You’ve landed the job, and you’re about to start.
“Okay (customer first name), we are about to get started. Our goal today and with every client is to provide a 5-star service. I will check in with you when we are close to completion. Sound good?”
“ (15 minutes from completion) We are finishing up. I want to make sure and see if there is anything else or something we may have missed.”
Customer (sample response A):
“There is one more thing. I have this (blank). How much to take care of that too?”
“I will take care of it. No extra charge.”
BONUS – think of something FREE, anything that you can do for your customer – to make them believe they are getting even more value and are special…
Customer (sample response B):
“Everything looks great. You guys are doing a great job.”
Customer (sample response C):
“You guys missed (blank).”
“No problem. We are getting that taken care of right now.”
Stage 3 (The checkout):
“Well, our goal was to meet ALL your expectations today. (Pause, read body language and listen as well).
Customer (most common response):
“Yes, you did. And, your guys were polite and did a good job.”
“Great. I’m glad we provided you with the 5-star service you were expecting.
I am going to send a link to your phone, which takes 30 seconds to fill out. I’d greatly appreciate it; it helps me find more clients like you for our business.”
(Pause and wait for reaction)
Customer (most common response):
“No problem. I’d be happy to do it.”
Send the link before you leave after you collect payment.
Now, 50-80% of clients WILL NOT click the link and leave a review. So, here is what you do. It’s all about the follow-up text.
Me (via text):
“Want to make sure you got that link I sent. Thanks again.”
Look for a response if you do not see one, or you do reply accordingly. Resend the link if necessary.
Alright, let’s pick this apart. . .
First, notice I did not say 5-star review; I said 5-star service. This is conditioning. The phrase “5 stars” gets embedded in the subconscious mind, which is responsible for most of our decision making as human beings.
Key: you have to provide a high-quality service.
Next, you mitigate the risk of getting a low review by checking in 15-20 minutes before completion. This projects conscientiousness to the customer on your behalf.
If there is an opportunity to do something small, something extra for free, or knock $20 off the price because it went quicker than anticipated, DO IT.
It creates a bartering system between your extra service and the review. Is a 5-star review worth $20 or a few minutes of your time? You decide. It’s your business.
Now, you flip the script by telling the client THEIR STANDARD. . .
“I’m glad we provided you with the 5-star service YOU were expecting.”
You’ve planted a seed for them to take ownership and share in a mutual standard of service, and you reinforced the “5-star” phrase.
Customers will often feel compelled to leave the review and not forced. You’ve politely and professionally set the stage to capture that review they think they owe because they agreed to it.
This method has captured 8/10 reviews with over 280 in 18 months and a 4.8-4.9 average for ReHaul.
Let’s see the same for your business.
Here’s to making it happen!
is the CEO/Founder of Objection Co, he enjoys spending time with his family and solving complex business problems.
Objection Co is the best-in-class Review Fraud Identification and Protection Software. Using advanced Artificial Intelligence our system can generate evidence of foul play, prepare a PDF and submit it to review administrators for removal within MINUTES.