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hey Mike Callahan here wanna make a quick
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video in the comment or gets the
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question I want to propose to you is is
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your business your service business
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specifically quality driven and what
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brought about this question when I
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started thinking about this was that our
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home cleaning service provider made for
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time which did an amazing job as
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continue to do amazing job is utilizing
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two specific tools around Quality
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Assurance in social reviews so the first
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of which is they are utilizing a product
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called quality driven software by Martha
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Woodward known a lot of ecosystems is
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cutie ass but what really happened here
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which was really cool to see it as a
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consumer and not always as a service
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business owner or a business owner as
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all is when the cleaner left the house I
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got an email and it basically was a very
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simple survey with some basically almost
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emojis with like a smiley face and all
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the way to being upset face and what
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happened there is it literally said hey
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how was your cleaning today would you
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take two seconds and click the button to
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basically rate the cleaning for that day
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so it gives instant feedback but as a
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consumer I started to think that wow
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this really is impressive because the
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service business owner wants to get
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immediate feedback for improvement and
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feedback to their team on a daily or
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weekly basis as that cleaning was
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happening so this project is used in
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lawn care and home cleaning quality
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driven software’s it’s something we used
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in my lawn care business as well but it
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got to be thinking like are you going
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out and actually talking to your
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customers every time after you’re done
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with a specific service to get feedback
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improve your service and let you know
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where you’re at basically on a almost a
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net promoter score a neutral detractor
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promoter and do you have a process in
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place then if you have a neutral or
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detractor to get them back up to a
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promoter and the cool thing with qts
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that we saw there was that it goes out
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and prompts a social read
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view if the response is going to reflect
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probably a five-star review so big thing
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today is setting a quality driven focus
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like quality driven software provides
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and going out and serving your customers
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every time you do service now the second
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part of this here is interesting so
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obviously you know it’s an automated
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survey there’s no negative effects of
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that but what I would also recommend is
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outside of the automated survey is if
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it’s a one-time service you have an
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automated email that looks personal it’s
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plain text it looks like somebody’s
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coming from your office or if it’s an
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ongoing reoccurring service like a
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weekly or bi-weekly lawn mowing or
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cleaning that we go out and send out a
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somewhat of a automated but personalized
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looking email around the 30 60 and 90
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day mark because traditionally the first
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90 days is where the churn happened so
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the cancellation happens so
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traditionally in my lawn care company
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when we did this through the simple
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growth automations what we would see is
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the consumer would respond back and say
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hey the guys and girls are doing a great
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job mowing the lawn but occasionally not
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blowing off the back patio
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so that was a major pain point and allow
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the company to address that and overcome
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that pain point so the customer wouldn’t
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cancel in a proactive but almost
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personalized manner but it was automated
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in addition to that like a lot of people
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that are on our home cleaning industry
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utilize the simple growth automations
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that do our 30 60 and 90 day followed
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for reoccurring services what we’ll see
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is the feedback occasionally is hey the
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guys and girls are doing a great job
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cleaning the house but occasion they’re
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not wiping down the tiles in the master
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bath so no matter the industry or the
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service you’re providing I feel that
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it’s very important to have an automated
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survey like quality driven software
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going out after each service and then
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couple that and run parallel not to
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compete with something like QDs but in
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the simple growth automations where we
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go out based on the actual service if
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it’s a reoccurring service we go out
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through an automated email that looks
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personal from somebody in your office in
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30 60 and 90 days or only one time if
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it’s a one-time service so that’s where
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you would build the logic into your
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automations if you’re doing it yourself
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to make sure the automated communication
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looks personalized based on the
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customers are the services they have in
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a repetitive nature of that so I think
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that is the key to having a quality
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driven service business if anybody’s
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interested in checking out Martha’s
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products here quality driven software
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that we used in callaghan’s lawn care as
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well as a lot of our other clients and
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simple growth to use I’ll put that in
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the notes here if you check that out in
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the library recorded version but I was
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just looking at is I got that as a
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consumer I really was was pretty excited
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to see that but I think and I actually
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really know in my opinion is the the key
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to success is having an automated
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doesn’t need to look personal like
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Martha’s QDs software to survey after
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each time and then sprinkle in some
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automated emails that look personal
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based on the specific service and the
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timing of the repetitiveness of that
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service that’s the key to success there
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as well and then the last thing that
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traditionally we would want to look at
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is if you’re not going to use a product
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like qts one of the other things that
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we’ve done is mps the social reviews so
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we’ve done it on a ten it’s basically a
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ten scale for MPS a social review now
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social this isn’t really competitive
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with like UDS this kind of runs again
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kind of parallel to this but I would
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recommend whether you pay someone to do
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this or you do it yourself the NPS the
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social review can be manually triggered
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or automated throughout the year it’s
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not something you send out after every
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service but maybe once a quarter but
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really we’re trying to see if they’re a
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promoter neutral or detractor and then
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based on them being a nine or ten as a
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promoter the automation then pushes them
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out to social review and then what we’ve
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done is created reporting around that
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automation inside the platform we
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automate on service autopilot to
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actually be able to see all the
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responses and then we have them chunked
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out so you can see all the responses
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where they’re at promote or neutral
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detractor and then like a pop pie it
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basically a pie charts you can visually
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see where your client base is far as are
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they all mostly pro promoters in neutral
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or do we have a serious chunk of
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detractors then maybe that’s just a
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quick phone call to take that person
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from being dissatisfied and pumping them
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up to promoter and usually it doesn’t
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take much it’s a quick phone call we’re
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all busy running our service business
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but if we take just a little bit time
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and you have that
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communication we can get those people
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that are at the biggest risk of
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canceling or bad-mouthing us in public
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or on social review and get them up to a
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promoters so combination of a few things
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automated surveys quality Geron
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software’s and one we recommend using a
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30 60 and 90 day follow four are
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reoccurring services or one time for one
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time service that’s gonna be an
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automated email that looks personalized
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based on the timing the service and
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service third process is going to be is
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going in doing something like our NPS
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social review so you trigger it out
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maybe once a quarter you get a benchmark
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where your folks are at your clients and
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then you’re able to move them up with
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reporting I think reporting Zack Lee
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because the key because it gives you
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clarity of your business and where all
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those people are in your business car is
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happy are not happy and then I guess as
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an added bonus or something else that
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we’re seeing a lot of right now and very
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similar to the cleaning company that
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we’ve hired in my personal home that
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actually uses our automations she’s
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utilizing another process that we call
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they’re called be their bin there and
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that’s kind of a tongue twister but be
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there been there is kind of the the
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final capping piece in my opinion of
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communication and proactive
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communication to your clients in your
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service business so what happens is when
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that cleaning job of the lawn mowing or
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whatever that is the fertilizing is
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dispatched there is either an email or
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text that’s automated to the client so I
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literally get a text message letting us
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know the cleaners coming tomorrow
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between 8:10 and when she leaves using
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the mobile app of the software within
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five to 10 minutes of her leaving the
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home I get an actual text message on my
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cell phone saying hey the cleaners left
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the house house is locked back up and
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you’ll be getting a survey through
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quality driven to to rate this cleaning
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when you get home to make sure you’re
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happy so we can follow up so those the
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keys to success of having a quality
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driven and focused service business and
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it’s going to be those surveys through
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something like qts Net Promoter MPs a
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social review be there been there and
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just having proactive communications and
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like I said in the live and recorded
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thing I put a note to quality driven
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software Martha Woodward worth checking
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out we don’t have any relationship far
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as
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bonuses or anything like that it’s just
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something we’ve used into my business
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and now seeing it as a consumer from the
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cleaning business it resonated with me
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to make a video today about being
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quality focused and quality driven so
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callaghan’s Corner you ask the questions
09:08
we asked him answer live right here in
09:09
Facebook see again tomorrow if you’re
09:11
watching this live we’re gonna be live
09:12
on the service autopilot Facebook page
09:14
today with Doug Meyers talking all
09:17
things service business as well Doug and
09:20
his wife Michelle run a virtual
09:21
assistance service called pink collars
09:25
and they have gone out and really
09:28
dominated and scaled that business so
09:30
we’re gonna be talking all things
09:31
business and scaling a service business
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with Doug today at 1:00 p.m. Eastern
09:35
12:00 p.m. central on the SI Facebook
09:37
page as well as the SI weekly talkshow
09:39
Facebook page as well so we’ll see you
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there if not feel free to accept or feel
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free to submit your questions to
09:47
callaghan’s corner so we can answer them
09:48
live from right here on Facebook
09:49
we’ll see you get them out