Carpet Cleaner Marketing MastersAs a carpet cleaning service provider, your reputation plays a vital role in attracting new customers and generating referrals. Online reviews have become the modern-day word of mouth in today's digital age. To help you boost your...
As a carpet cleaning service provider, your reputation plays a vital role in attracting new customers and generating referrals. Online reviews have become the modern-day word of mouth in today’s digital age. To help you boost your carpet cleaning business and outrank your competitors, Carpet Cleaner Marketing Masters presents eight effective strategies to generate more online carpet cleaning reviews tailored explicitly to the cleaning industry.
How can I generate more leads for my carpet cleaning business?
In addition to your marketing efforts, generating online reviews is crucial for building trust and enhancing your ranking on Google. Online reviews serve as the digital currency for trust and directly impact your business’s online visibility.
Why are online reviews so important?
More carpet cleaning reviews build TRUST in your business.
While managing online reviews may seem like an additional task on top of your cleaning jobs, implementing simple strategies can help you capture more positive reviews. Let’s dive into these strategies!
1. Provide exceptional service and customer experience
Although it may sound fundamental, delivering excellent service is key to generating positive reviews. When your customers are satisfied, obtaining reviews becomes much easier.
In today’s society, meeting expectations alone is no longer enough. To exceed customer expectations, focus on details and go the extra mile. Simple gestures like promptness, clear communication about expectations, showing up in a clean, tidy uniform, and wearing shoe covers in the house can make a significant difference, especially with the younger generation.
Mitigate negative reviews.
This strategy encourages positive reviews and serves as a deterrent for negative ones. It takes at least five positive reviews to offset the impact of a single negative review. To minimize negative feedback, strive to exceed expectations in every carpet cleaning project.
Remember, it doesn’t have to be overwhelming. Small gestures and attention to detail can leave a lasting impression on your customers.
2. Claim your Online Citations
Online citations, also called online business directories, can greatly improve your online presence. These platforms allow you to showcase your business to a wider audience, attracting potential customers using these platforms and apps and building credibility with both consumers and the search engines who crawl these citation sources. Utilizing online citations is a valuable way to expand your reach and grow your business. Embrace the impact that online citations can have on your digital footprint and use them to expand your business’s reach in the online world.
What is a digital footprint?
Your digital footprint refers to the extent of your online presence on search engine results pages (SERPs). Having a website, a Facebook page, and being listed on various online directories increases the chances of customers finding your carpet cleaning business rather than your competitors.
Where to start?
Nearly every online directory provides a review feature. Diversifying the sources of your carpet cleaning reviews is crucial. For carpet cleaning service providers, we recommend starting with the following online citations:
- Google Business Profile: We have an entire masterclass dedicated to creating and optimizing your Google Business Profile.
- Apple Maps: Ensure your business is listed here by visiting https://register.apple.com/placesonmaps.
- Yellow Pages: Claim your free listing at https://marketing.yellowpages.com/en/claim-your-listing.
- Shared Lead Sites: Although we don’t recommend paying for shared cleaning leads, having your business listed on these directories can be beneficial. Most sites offer a free listing option.
Keep your NAP consistent
If you’re familiar with search engine optimization (SEO), you may have heard of the “NAP” acronym, which stands for Name, Address, and Phone number.
It’s crucial to maintain consistency across all your online business listings. For example, if your business address includes the word “Street,” but you are using the abbreviation “St.” on your Google Business Profile then ensure that you use the abbreviation “St.” consistently on all directories and profiles.
Why is NAP consistency important? Inconsistencies confuse Google and can lead to lower Google Maps rankings and even penalties, negatively impacting your website’s ranking and your overall local online visibility.
In summary, the easier it is for Google to index your business accurately, the higher your ranking will be.
3. Request feedback and reviews in person BEFORE leaving the job site!
This is the most effective method for acquiring new online reviews for your carpet cleaning business.
While it may seem like a basic strategy, remember that you’re asking your customers to invest time and effort into leaving a review. Their motivation is highest while you’re still on-site and diminishes significantly once you leave.
Here’s a script you can use to generate more feedback and reviews online:
- When you are completing the job and before you pack up your equipment, approach your customer and ask them to take a walk around to show them your results. You can give them booties to wear so they are not worried about getting damp feet or leaving marks on the freshly cleaned carpet. This is when you can ask:
“Are you satisfied with the carpet cleaning service we provided today?”
- If the response is positive, request a review using this script:
“We’re about to finish up here, but before we do, I’d like to ask a favor.
Our business relies on our reputation. Positive reviews help us feed our families and keep our phones ringing.
If you have a few minutes to spare, could you please leave us an online review?
I can send you a text right now with a link to leave the review if you’re interested!”
- IMPORTANT NOTE: Do not incentivize your customer to leave a specific rating, incentivizing customers for their review is against Google and most other directories’ terms of service, and businesses who have been caught doing this in the past have been penalized and some have been permanently banned from Google Maps. Instead, you can offer to compensate them for their time with a small discount off their bill – but in most instances, simply asking then and sending them a link will be enough to get the customers willing to write a review to do so.
4. Utilize emails to capture new reviews
Always request their email address and phone number when acquiring a new customer. This information will enable you to request reviews once the job is complete.
Some customers may not be available to leave a review on-site, or you may not have access to the decision-maker. In such cases, the following strategies can be effective:
- Requesting the customer’s “feedback” through a short feedback survey sent from the owner or general manager is a great way to elicit comments and know what your customers are truly feeling about your service, your staff and your business.
- Offering to enter them into your monthly Feedback Content drawing can also help entice more input.
With our agencies carpet cleaning clients, we find that they will get between 50% and 70% of their customers will complete a private feedback survey where about a max of 15% to 20% will provide an online review – so requesting “feedback” is a great strategy to combine with your online review request process.
- When asking in the house or in your follow-up, prioritize requesting reviews for your most prominent online directories. We have found that the ideal mix is to get 70% of your reviews on Google Business Profile, 20% on Facebook, and 10% elsewhere such as your Better Business Bureau listing, Yelp listing etc. This mix of review sources can significantly impact your organic/local search engine rankings.
- Some people choose to “cherry pick” and will only request reviews from customers they are sure had a positive experience and are likely to leave a favorable review. Obviously, this will not only limit the number of reviews you may be able to get, but any unhappy customers will often still go around and leave you negative reviews on Google and elsewhere.
This is why we prefer to ask for their “feedback” first and then follow up with a review request afterward. This way you can mitigate any concerns that may crop up after the job is done have a chance to turn any complaint or concern around, and as a result, have a raving fan vs a negative review.
- Personalize your request for carpet cleaning reviews by using the customer’s first name and mentioning a specific aspect of their project. For example, you could say, “By the way, I loved the choice of colors you made for the carpets!”
- Use subject lines like “BIG Favor” to express your gratitude and acknowledge the effort required on their part.
- Include direct links to your online profile to make it as convenient as possible for customers to leave a review.
- Follow up with a text message if they haven’t responded to your email request after a few days, follow up with a text message.
5. Ask past customers to leave a review
It’s never too late to ask for a review. Every review matters, so even if it’s been a year since you served a customer, it’s worth reaching out to them. Typically, customers remember their carpet cleaning experiences, particularly if the project was significant and the results were great.
To approach this effectively, allocate time to create a spreadsheet of your past customers and reach out to them via phone calls, text messages, and emails. Always personalize your request! Again, sending over a “feedback survey” first with the offer of entering them into your Feedback Contest, is a great way to reach out and let them know you are always looking for ways to improve your services and service delivery. Those who provide positive input to your survey can be approached and asked to leave an online review as well.
6. Respond to every online review
Monitoring your online reviews is essential—both positive and negative ones. Always respond to reviews with a comment.
Why is responding to reviews important?
Engagement is a ranking factor, and responding promptly allows you to address any negative reviews that may arise.
Whether positive or negative, responding to each review demonstrates your commitment to your customers. It shows that you appreciate positive feedback and are willing to address concerns raised in negative reviews. Promptly offering solutions to make customers happy is the best way to build trust.
7. Showcase reviews on your website
Leverage the power of reviews by featuring them on your website and social media platforms. Testimonials help establish trust and inform potential customers that you are a legitimate carpet-cleaning business that values its clients. But don’t just show static, curated reviews in a slider on your homepage, it’s obvious to the visitor that you have just picked a couple of your best comments from over the years, and it may not accurately reflect what people are saying about you right now.
It’s better to use a plugin or tool that streams your live, current reviews from Google, Facebook, Yelp, and other sites, so your website visitors can click on the review and be taken directly to see it live on the review site.
Improve onsite SEO with reviews
While you may not consider testimonials as content, search engines consider them valuable. Google, in particular, values reviews as a key local search engine ranking factor.
Include schema tags
Schema tags are snippets of code that provide information about a review, such as the rating, comment, and reviewer, to Google.
Why are schema tags important? You may have noticed rating stars in organic search results. These stars are included through the use of schema tags. They provide instant visual feedback and increase your click-through rate (CTR), which is a critical factor in organic rankings.
While various resources are available to help you generate and implement schema tags manually, we recommend using the Schema WordPress plugin. It’s user-friendly and doesn’t require coding experience.Schema: WordPress Plugin
Don’t forget to include a call-to-action button on your website, encouraging visitors to leave a review. The more opportunities you provide, the higher the chances of capturing new reviews for your carpet cleaning business.
8. Automate review capture Work smarter, not harder.
Automation is your ally.
Whether you have a backlog of customers or simply manage a high volume of jobs, automating the review capture process can be a game-changer. We have our own enterprise level solution specifically designed to help you automate this entire strategy.
Text Message & Email Review Requests
While emails are effective for reaching out to past customers, using text messages yields a higher review capture rate for new customers. We recommend using our proprietary tool, RepIgnition™ which includes both text message and email campaign automations to request feedback and reviews from every job you or your technicians complete!
Looking for a hands-off solution
As a carpet cleaning business owner, you understand the value of word-of-mouth referrals. The same concept applies online. By leveraging the visual feedback of online carpet cleaning reviews, you can generate more leads for your carpet cleaning business.
To capture more leads through online reviews, schedule a free strategy call with Carpet Cleaner Marketing Masters today!
Building a strong online reputation through reviews is crucial in the carpet cleaning industry. Implementing these strategies will help you generate more reviews, enhance your online presence, and attract more customers. Start implementing these strategies today and watch your carpet cleaning business thrive!
Contact Carpet Cleaner Marketing Masters for expert guidance tailored to your carpet cleaning business’s unique needs.
About the Author: As a business owner in the carpet cleaning and cleaning service industry for over 30 years as well as a marketing consultant and author, with well-over a decade of lead generation experience managing a results-driven marketing agency for Professional Carpet Cleaning and Residential Cleaning Companies, John Clendenning is wildly known as a leading Marketing Expert within the Professional Cleaning Industry.
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