For plumbing companies to compete in today’s service marketplace, online presence, customer satisfaction, and online reviews prove critical. In fact, 90% of buyers are more likely to convert after reading reviews.
Homeowners rely on plumbing company reviews to see what customers say about the quality of your plumbing services, to compare your plumbing business pricing, or to gauge the overall customer experience before ever picking up the phone to book a service. That’s why ServiceTitan plumbers rely on Reputation Management, a ServiceTitan Marketing Pro product, to help them track and manage their online reputation.
Whether you operate a one-man show or a large plumbing services company with multiple technicians, Reputation Management comes with a plethora of features to make garnering reviews and online reputation management a little easier.
Why Contractors use ServiceTitan for Plumber Reputation Management
Before ServiceTitan Marketing Pro, Ease Plumbing averaged five reviews a month. The same month after implementing Marketing Pro’s Reputation Management, the plumbing company with multiple North Carolina locations received 109 reviews.
Digital Content Specialist Jordan Bolch, who oversees Ease Plumbing’s marketing efforts as part of the Griffin Brothers Companies’ portfolio, notes the increase in reviews stems directly from giving plumbing customers a customized and easy way to leave a review immediately while the service experience is still top of mind.
“One of the biggest value propositions of Reputation Management is the ability to ask for reviews from your customers at the right time, right when things are fresh in their mind, and add a little more automation to it,” says ServiceTitan Strategic Project Manager Heather Donaldson.
With a high focus on customer experience, Griffin Brothers Marketing Director Ann Collias notes how important it is to make it as easy as possible for customers to leave reviews.
“They’re taking time out of their day to do something for us, which is great,” Collias says. “The ServiceTitan automatic campaigns have really helped us make that process as easy as possible for our clients, as well as easy for us to manage and track.”
For a small business, Reputation Management’s ability to collect reviews helps build the company’s credibility when consumers compare options online. Russell Furr, owner of Culpeper Home Services, credits online reviews and their search engine optimization (SEO) value with helping launch his multimillion-dollar plumbing, electrical, and HVAC business.
“I was just a little one-man operation working out of my basement, but the customer’s perception was that I was a larger company,” Furr says. “In this market [central region of Virginia], it was all a bunch of backwoods companies that had 10 or 15 reviews on Google. Within the first month, I had more than that, and I’m at the top [of Google rankings]. The reviews give customers confidence that you’re going to take care of them.”
In addition to helping with review acquisition, larger companies enjoy Reputation Management’s easy-to-use dashboard, which supports digital marketing efforts by consolidating plumber reviews across multiple review sites for quicker reputation management for plumbing companies. It enables business owners to respond to and manage all reviews in one central location.
“Instead of having to flip between sites, having it all on one dashboard where we can not only verify the technician and the job, but also respond to it all in one place has been very convenient,” Bolch says.
Learn more about how Reputation Management helps plumbing companies supercharge online reputation.
More ServiceTitan Marketing Pro-Reputation Management Features
In addition to the value points listed above, Reputation Management offers a slew of benefits to streamline operations for plumbing business owners. These include:
Review notifications
Listings management
Reviews data
Incentive options for employees
Review notifications
Choose what type of notifications you’d like to receive (whether every time a customer reviews your business or only for one- or two-star reviews), who receives notifications, and the notification method (text or email). This makes reputation easier to manage whether you’re in the office or out in the field.
Techs can also turn off the automated requests for reviews and push them manually. This proves helpful when techs try to proactively prevent a negative review, and instead work with the customer to resolve any issues before they leave a review.
Listings management
Most social media and business listings sites — Yelp, Facebook, Google My Business, Yahoo, Yellow Pages, etc. — are consumer- or search-engine aggregated, meaning if your company doesn’t manage and update business listings consistently, consumers are bound to find incorrect data.
Reputation Management ensures your company name, address, and phone number are accurately listed across 60+ business listing sites within their network, saving plumbing contractors time and hassle.
“That’s of course important for search engine placement (local SEO),” Donaldson says. “And also just making sure your customers have a better sense of trust if they’re looking for you. They can see your name, phone number, and address are correct in all the spaces they may see you. They’re going to trust that data a little more.”
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Reviews data
Reputation Management helps with plumbing marketing decision-making by giving business owners multiple data points to pull from. The auto verify feature matches technicians to reviews, allowing companies to see which techs drive the most reviews and their ratings.
To support marketing strategies, that data funnels into analytics, which also shows how many reviews were received in any chosen timeframe, whether SMS or email survey links perform the best, and the performance of reviews over time.
“This is important because if you see a significant drop in reviews, it could prompt you to really wonder what's going on, and it could just be you haven't done as many jobs with new customers who would leave reviews that month,” Donaldson says. “Perhaps it's tune-up season and you've done a lot more jobs with customers who have been loyal for a while, have memberships, and have potentially even left you a review before.”
Incentives options for employees
The robust reviews data allows plumbing company owners to incentivize techs to ask for reviews and easily track their progress. Choate’s Air Conditioning, Heating, & Plumbing Assistant General Manager Brian Choate says his company discussed implementing a rewards program for a while, but Reputation Management actually made it possible. They use a points system for positive reviews and hand out awards at the end of the month.
“We have all their stats on screen,” he says of Choate’s technicians. “They’re always following what place they’re in, and we like a little friendly competition.”
How Important is a Company’s Reputation?
With 85% of buyers trusting online reviews as much as personal recommendations, your plumbing company’s online reputation matters tremendously. Even a Google search that shows a 1-star rating difference between you and a competitor could affect new business.
“Review management is a huge part of our marketing here, because it’s more than just a pat on the back from your customers,” says Brittany Brewer, Marketing and Customer Service Manager atBradbury Brothers Cooling, Plumbing & Electrical in Magnolia, Texas. “It’s giving potential customers feedback from the people who they associate with when they’re looking for a company to use. It’s super, super important.”
Reputation Management is just one offering within ServiceTitan’s expansive suite of marketing and plumbing management software toolsfor plumbing business owners. And as with all offerings, ServiceTitan supports you every step of the way.
“We actually have a team of Pro product specialists you are set up with for implementation when you buy Marketing Pro,” Donaldson says. “They’ll walk you through the process and train you on email, direct mail, and Reputation, so you’re not doing it alone.”
As a third-generation manager in his family-owned business, Choate says reputation management services are essential.
“Our name’s on the business, so our reputation matters. It’s my name,” he says. “So I have to carry that reputation, and I want it to be a positive one. Being able to manage our online reputation in an easy fashion with automation has been terrific.”
Request a Reputation Management demo today to learn how ServiceTitan’s services can supercharge your business.
ServiceTitan Software
ServiceTitan is a comprehensive software solution built specifically to help service companies streamline their operations, boost revenue, and substantially elevate the trajectory of their business. Our comprehensive, cloud-based platform is used by thousands of electrical, HVAC, plumbing, garage door, and chimney sweep shops across the country—and has increased their revenue by an average of 25% in just their first year with us.
