Bad Customer Service

Employees Going Rogue

In the final episode of The Five Star Restorer Podcast, we're taking a look into something restoration business owners don't often think about. Something that has a massive impact on your online reviews, and that often sneaks up on you, undetected: Your past employees. Your past employees often have the most significant impact on your online reviews, as they know what your operations are like. A disgruntled former employee has the power to share company secrets, put shady business practices into the limelight, and take down your business from behind a keyboard. This is an episode you don't want to miss, as this can have one of sneakiest impacts on your online reviews, and will give you lot's of insight into the consequences poor business practices can have on your company in the long run.  If you haven't already, download the eBook for more great information on mastering your online reviews and getting ahead of the competition. Download the eBook at: https://www.fivestarrestorer.com/ Remember to check out KnowHow if you want to implement step-by-step processes into your business that will ensure you get a 5-star review every time. Book a demo with us at: https://tryknowhow.com/

Bad Customer Service

Customer service can make or break your business. World class customer service can mean hundreds of customers lining up at your door instead of at your competitors. Bad customer service however, especially in the age of Google reviews, can mean just a single customer ruining your reputation for good.  In arguably the most important episode to date, we dive into exactly what you need to do to make your customer service second to none. As always, we'll take a look at some real-life, shocking situations where businesses failed to meet customer service standards. You'll also hear from industry expert Phil Rosebrook of Business Mentors as he provides us with valuable insight into what it takes to provide world class customer service. Don't forget to download your copy of "Delivering Five Star Restoration Experiences" by following the link below:  https://www.fivestarrestorer.com/ Interested in learning more about KnowHow? Book a demo with us to see how we can help your restoration business get work done right: https://tryknowhow.com/

Contractor Drama

Have you ever considered your contractors might be hurting your businesses reputation? Many restoration business owners don't think about how their contractors are being perceived by their customers. As we've learned so far in this podcast series, one bad interaction can force your customer to take to the internet to express their frustrations. Your contractors are on the front lines, speaking with customers daily. It's time to learn how you can ensure they make good impressions, and help build that five star reputation. In this episode of The Five Star Restorer Podcast, we'll walk you through some disastrous stories of when contractors were.... less than personable, and tell you exactly how you can avoid the same mistakes.  If you'd like to access the full e-book this podcast is based on, you can download it for free here: https://www.fivestarrestorer.com/ Want to learn more about KnowHow? Book a demo with our CEO here: https://tryknowhow.com/

Delays

Delays are inevitable in the restoration and construction industry. However when it comes to your customers, they have a line between what's inconvenient, and what they consider worthy of a one-star review. Many customers will tolerate minor delays if the reasoning behind the delay is properly communicated. If not properly communicated and delays are left un-acknowledged leaving the customer in limbo, it can be disastrous for your businesses reputation.  In this episode of The Five-Star Restorer Podcast, we take a deep dive into what causes delays to turn your business on it's head. You'll also hear from industry expert Tim Hull of Violand Management Associates on how you can avoid project delays, and better communicate them to your customers. If you'd like to access the e-book this podcast is based on, you can download it here: https://www.fivestarrestorer.com/ Want to learn more about KnowHow and what we do? Book a demo with us here: https://tryknowhow.com/

They Overcharged Me!

Money problems are to be expected in any relationship, but our analysis of 1,000 bad online reviews was filled with customers complaining about surprise invoices, radically inflated bills, and hostile collection practices. In this episode, we unpack the different types of pricing conflicts that arose, and hear from Phil Rosebrook of Business Mentors on what steps restoration companies should take to ensure they're not on the receiving end of a 1-star review in this category. As always, if you'd like access to the full e-book this podcast is based on, you can download it at https://fivestarrestorer.com [https://fivestarrestorer.com]. To book a demo of KnowHow, software for scaling restoration companies, visit https://tryknowhow.com [https://tryknowhow.com]