DON'T MISS REFERRAL OPPORTUNITIES.

DON'T MISS REFERRAL OPPORTUNITIES. Everyone in the service industry knows the question, "Would you refer us to your friends and family?" This question is by far the most important to ask in the customer feedback process. What do we do with this information? It's usually put in a chart, when it should be used as an advantage. We have found that the most opportune time to ask for a referral is immediately when the customer has submitted positive feedback. The redirection becomes simple. Instead of just saying "Thank you for completing this survey", continue the paragraph with, "Please refer us to your friends and family on social media." According to Hubspot, consumers are 71% more likely to purchase based on social media referrals. Bigthink.com found that the average Facebook user had 338 friends in 2014 -- that's a lot of referrals. If you want to increase the chances of your customers sharing your company on social media, give them an incentive. "Please refer us to your friends and family on social media and enjoy $10 off your next service." This process should be entirely customizable. There are many ways to handle Positive Customer Feedback; some are tedious while others are easy. Using GoGetQuality, we've made the process very simple. Once the customer submits the positive feedback the entire process is automated. Whether you use GoGetQuality or another positive feedback system we would highly recommend you use the following fields for best practices: Thank You Message Call to action - Referral to Social Media Customer Incentive (Optional) Best Regards, Nitesh Jain, CEO Office: (210) 695-0795 Cell: (210) 639-5703 Quacito.com Nitesh@quacito.com Friend me on Facebook Connect with me on LinkedIn Helping achieve one dream at a time Learn more about our applications: MyLeadNow.com | GoGetQuality.com "I never thought we could generate more than 15,000 quality technician leads, with over a 50% conversion rate to scheduled appointments... Thanks to Quacito, our processes of handling customer leads, calculating quotes and estimates for customers has been made much easier because of LeadNow and other Quacito systems."- Bobby Jenkins, President, ABC Home & Commercial Services "In the past, our top month of response was 258 surveys after completing 15,000 services... Within three weeks of using GoGetQuality by Quacito, our results exceed over 1000 surveys" - Vicki Pine, Executive Director of Administrative Services, Swingle Lawn, Tree & Landscape Care

DON'T HESITATE. RESPONSE TIME IS THE MOST CRITICAL POINT IN RETAINING A CUSTOMER.

DON'T HESITATE. RESPONSE TIME IS THE MOST CRITICAL POINT IN RETAINING A CUSTOMER. Warren Buffett once said, "It takes 20 years to build a reputation and five minutes to ruin it." When negative feedback is received, it immediately needs to be forwarded to management and responded to with a phone call. But doing this and doing it effectively are two different things. First, you need a system in place that funnels customer feedback to your company. An example of this is the Receipt of Service discussed in Step 4. When you give customers the ability to immediately review the services performed, half the battle is won. Without the funnel, customers will go to social media expressing their displeasure and you'll need a devoted team for constant social analysis. That's expensive. Secondly, the system needs to be automated. As soon as the customer's negative feedback is completed, the system needs to push the notification to the management team and send a response to the customer acknowledging the problem and informing them a member of management will soon be in contact with them. Lastly, training your team member for immediate response time is key, because without this the entire system is irrelevant. There are many ways to handle negative customer feedback; some are tedious & expensive while others are easy. Using GoGetQuality, we've made the process very simple. As the customer feedback is completed the entire process is automated. Whether you use GoGetQuality or another system we would highly recommend you use the following steps for best practices: Funnel Your Completed Feedback Responses Automate the System Use Immediate Response Time Best Regards, Nitesh Jain, CEO Office: (210) 695-0795 Cell: (210) 639-5703 Quacito.com Nitesh@quacito.com Friend me on Facebook Connect with me on LinkedIn Helping achieve one dream at a time Learn more about our applications: MyLeadNow.com | GoGetQuality.com "I never thought we could generate more than 15,000 quality technician leads, with over a 50% conversion rate to scheduled appointments€¦ Thanks to Quacito, our processes of handling customer leads, calculating quotes and estimates for customers has been made much easier because of LeadNow and other Quacito systems.- Bobby Jenkins, President, ABC Home & Commercial Services "In the past, our top month of response was 258 surveys after completing 15,000 services... Within three weeks of using GoGetQuality by Quacito, our results exceed over 1000 surveys" - Vicki Pine, Executive Director of Administrative Services, Swingle Lawn, Tree & Landscape Care

Send a Receipt of Service instead of Survey

DON'T SEND A SURVEY. SEND CUSTOMERS A RECEIPT OF SERVICE. With more and more surveys being sent from multiple industries, surveys are becoming part of the daily marketing noise. So the question is, how do we break through the noise and differentiate ourselves from the other surveys? The Answer: Stop sending "surveys." We have found that customers are more likely to open an email from a same-day service, which details the services completed that day -- a Receipt of Service. As an industry, we need to look at what is most important to the customer; the service being completed, the time efficiency and the professionalism. These aspect needs to be the focus of the email, not the survey. As discussed in Step Three, customers are no longer home to witness the services being performed and are no longer giving approval to the technician before they leave. This email is bridging the gap. We're sending a Receipt of Service as soon as the technician is completed so that the customer is informed and can review the services performed. Once the customer reviews, we also include a Customer Feedback link which opens the customized survey questions. There are many ways to create a Receipt of Service Email; some are tedious & restrictive, while others are easy. Using GoGetQuality, we've made the process very simple. You can simply import your work orders, create your questions and click a button. Whether you use GoGetQuality or another email system we would highly recommend you use the following fields for best practices: Thank You Note from Company The Service Provided The Date/Time the Service was Provided The Before & After Picture of the Services Provided The Voice Memo Detailing the Picture & Additional Information The Customer Feedback Link Best Regards, Nitesh Jain, CEO Office: (210) 695-0795 Cell: (210) 639-5703 Quacito.com Nitesh@quacito.com Friend me on Facebook Connect with me on LinkedIn Helping achieve one dream at a time Learn more about our applications: MyLeadNow.com | GoGetQuality.com "I never thought we could generate more than 15,000 quality technician leads, with over a 50% conversion rate to scheduled appointments… Thanks to Quacito, our processes of handling customer leads, calculating quotes and estimates for customers has been made much easier because of LeadNow and other Quacito systems.” - Bobby Jenkins, President, ABC Home & Commercial Services "In the past, our top month of response was 258 surveys after completing 15,000 services... Within three weeks of using GoGetQuality by Quacito, our results exceed over 1000 surveys" - Vicki Pine, Executive Director of Administrative Services, Swingle Lawn, Tree & Landscape Care