To compete in a crowded market you need to focus on building your reputation one customer interaction at a time. We sat down with Yvonne Casity of JC Sewer & Drain to hear the ins and outs of how they manage their online reputation and customer experience.
We are a tight-knit family-owned business that prioritizes strong ethics and review worthy service. Reviews are so important to building a strong reputation and the customer experience starts the moment a service request comes in. Once the service has been completed we follow up by email and phone to ensure our customers are satisfied. Most customers are willing to leave a review if you ask them and make it easy to do so.
I would say 90% of our advertising is online, we find a lot of success using social media and email marketing. We used targeted campaigns to reach our desired audience when they are looking for our services. Offering a small discount on the service is an effective way to get a prospect to engage.
Our CRM tool provides one centralized place to track customer interactions and it helps us provide a personalized customer experience. From the conversation history and invoices to payment processing and follow-up reminders.