\How to get 80% of your customers to write you a review | Objection Co
new customer reviews
Curtis Boyd
Curtis Boyd is the CEO/Founder of Objection Co, he enjoys spending time with his family and solving complex business problems.
Imagine having 8/10 customers writing a review for you. Yeah, that’s an INSANELY high number. Not only will you need you to utilize Jedi mind tricks, which I am about to teach you… You are going to need to be aware of the language you use throughout the ENTIRE experience with your customers.

Let’s start where it always begins – Getting the Sale

Important points to consider:
1. Reading words off of a page does not close jobs at a high rate in my experience. You must adapt your style.
2. Clients buy your confidence and passion.
3. Treat each lead as expendable but every client as solid gold. If you do not understand this, you will struggle with closing.
4. Avoid “If, Then Statements” and negative connotations when you pitch. It makes you sound unsure of your product or service.
5. Standards come above the relationship. Reread it. Your criteria are more important than anything else. It makes the difference between attracting clients instead of the right clients. You do not want everyone. Most of you have already learned this. You will come across tweakers, tire kickers, and those who expect your services for free.
6. It matters profoundly how and where you source your leads. Choose wisely. Some companies are full of garbage and want your money; they are short-sighted.
Here a semi-generic SALES SCRIPT for a home-service company:
Customer (typical inquiry): “I am looking to get an estimate for having junk hauled away.”
Me: “Hello (insert first name). Here’s how it works. . . I come out and give you an estimate. You give me your budget. And, WE find a price that works for both of us.” At this point, believe it or not, WELL OVER 50% say. . .
Customer: “Okay. Sounds good.” Others object. Here’s the primary objection. . .
Customer: “Well, I’m looking to see how much it costs.” (Look, Grant Cardone says don’t sell on price, sell on value. I’ve always sold on price and get top value. I believe in both as powerful tools in this industry. This is home service,  not real estate. They are not interchangeable products. If I am a customer, I want something done for a great deal. Period. Quality matters, but so does cost in this type of service.
Me: “I understand. We don’t provide estimates over the phone, and we do not pay someone to drive around and give free estimates, either. We are usually about 10-15% cheaper than our competitors; we pass the savings on to our customers. The risk is on us, but we are a busy company, so we show up ready, and honestly, 98% we end up doing the work.” OVER 90% at this point say. . .
Customer: “That makes sense.”
Me: “I’m available next (date and time) or (date and time). Which works best for your schedule?” I show up. I do not lowball. I give my price. And we charge, not the highest but not the lowest. And, rarely did I ever get push back. This worked 98% of the time. Let’s take a walk through this.
Step 1: I speak with confidence and tell the client how it’s going to work. I am an expert. They called me because they need expert services. You are setting the frame of the conversation, not them. Hold the frame. Stay in control. I assume the deal while respecting their wallet. It’s disarming of any threat that I can abuse them with too high of a cost. I make it inclusive, starting the relationship and planting a seed of agreement by stating, “WE find a price.” Not we might, or if we do. Confident. We are speaking into existence that it will happen.
Step 2: If there is an objection, I start with empathy and identify with my customer. “I understand.” I get it. People want to be on a budget. They should! It’s wise, and I respect that. Indirectly, I let them know they are getting ripped off by the “free estimate” culture. There is no such thing as a free estimate. Someone is paying that driver, fuel, insurance, etc. And, it’s the owner with the future or existing clients’ money. Free estimates have been driving up costs for years. And I’m a disruptor. I am changing the industry and saving myself and the customers money while still maximizing profit. We are busy. True. All of us are with something. And. If you own a business, there is ALWAYS work to do. I am politely letting the client know they are expendable (at this point). And, YES, I tell them my close ratio. Why? Well, it projects confidence, and when all goes well, most people do not want to be in the 2% unknown. Remember, they called you because they want a great job done by a professional, and that is what you are going to give them.
Step 3: The client said, “that makes sense.” You’ve already closed them on something, increasing your chances of closing them on the job. That’s it. I am not one of those gurus saying this works for everyone. It worked for me. It works for the guy I sold my business to, and it works for others I have trained. REVIEW SCRIPT: Okay, you’ve landed the job. Now, what? Let’s get that review. . . I will send you that information in a separate email soon. . . Until then, Jeff

Post-Sale Strategy

Okay, you’ve landed the job. Excellent work, pat yourself on the back.

Now, what?
Let’s get that review. . .

A few key points:
1. You are conditioning the client to get that Review.
2. Getting a review is indirectly part of your payment.
3. You will never directly say the word review.
4. SMS is way more effective than email. This is not just my opinion or experience; several studies support this across many industries.
5. Have links to your review sites logged in your phone saved and ready to send.

Stage 1:
You’ve landed the job, and you’re about to start.

Me:
“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?”

Customer:
“Sounds great.”

Stage 2:

Me:
“ (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?”

Me:
“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).”

Me:
“No problem. We are getting that taken care of right now.”

Stage 3 (The checkout):

Me:
“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.”

Me:
“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!

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