Online customer reviews are crucial for security businesses aiming to build trust and establish credibility. Prospective clients often look for validation via the experiences of other customers before making decisions about which security provider to trust with their properties, homes or assets.
While sending emails and texts asking for reviews can be effective, an often-overlooked method is empowering your technicians and field employees to ask for reviews directly from customers. This strategy can lead to more authentic, positive reviews. Here’s why it works and how to implement it effectively.
Why Your Security Technicians Can Be Your Best Review Ambassadors
- Strong Customer Relationships Are Built in the Field The best time to ask for a review is at the end of a project or after your company has been providing service for a period of time. Often, your technicians and field employees have developed the closest working relationships with customers. They’ve spent hours or days installing systems, troubleshooting, and addressing customer concerns on-site. These interactions build trust and rapport, positioning your employees as the face of your company.
When a customer has had a positive experience with a technician who’s been responsive, courteous, and professional, they are much more likely to leave a glowing review when asked in person by that same technician. These personal interactions are a golden opportunity to capture feedback while the positive experience is fresh in the customer’s mind.
- Personal Asks Get Better Results Numerous studies have shown that in-person, direct requests for reviews are far more effective than digital requests sent through email or text. People are more likely to respond when there is a personal connection, and nothing beats the rapport built face-to-face. When a technician asks for a review on the spot, it feels genuine and tailored, which is more compelling to customers than a generic follow-up email.
Also, customers are more likely to follow through when they see the person who has provided great service standing in front of them. This creates a sense of accountability and a desire to reciprocate the positive experience. Simply asking, “Would you mind leaving us a quick review about your experience today?” can go a long way.
Using Technology to Make the Review Request Simple for Both Your Technicians and Customers
While your field team is well-positioned to ask for reviews, the process needs to be simple for both the technician and the customer. A customer can verbally agree to write a review, but then they need to use their phone or computer to search the company, find your GMB listing and then write a review. The easier it is for the customer to leave a review, the more likely they will be to follow through. The opposite is true as well, the more steps needed, the less likely they are to write the review.
Here’s where technology comes in:
- Google Review Cards One of the best tools to make review requests effortless is to equip your team with Google Review Cards. These cards are programmed to pull up the review page for your business’s Google My Business (GMB) listing with just a tap. Customers can use their phones to tap the card, which will take them directly to the review page, cutting out the hassle of searching for your business online or navigating through multiple steps.
This streamlined process removes friction and makes it convenient for customers to leave a review in seconds, right there on the job site. Technicians can carry these cards in their toolkits or wear them on a lanyard, making them easily accessible whenever the moment to ask for a review arises.
- Leveraging QR Codes Another simple, effective technology is QR codes. You can print QR codes on the same review cards or have them on business cards. Customers can quickly scan the QR code, which brings them to the same review page as the Google Review Cards. This adds an extra layer of convenience, especially if customers are not familiar with tapping devices or if they prefer scanning.
Implementing the Strategy: Technician Training & Incentives
To make this work, ensure that your technicians are trained both on how to use the review cards or QR codes and to recognize the best moments to ask for reviews from customers. Encourage them to request feedback right after completing a job, particularly when they know the customer is satisfied.
Additionally, by using Google Review Cards, you can track which reviews were generated by which technicians, so incentives can be offered for team members who successfully generate reviews, and you can recognize their efforts internally, creating some healthy competition.
Want Help Generating More Customer Reviews? Talk with the SecureMark Team
Customer reviews are powerful tools that can significantly impact your security business’s reputation and growth. If you’d like to discuss how SecureMark can help with your customer review generation, schedule a consultation today.