Build a Review Process That Reflects Real Customer Experiences

Reputation management for construction is the process of management of customer reviews; reputation risk management; verified customer feedback in an effort to enhance trust; responding to review requests; and managing customer feedback across marketing channels.

Reviews enable a potential client to make an assessment of a contractor before they even decide to make contact. Reviews can speak positively to the contractor’s communication, professionalism, work, scheduling, and the overall service experience.

No. No ethical company can guarantee customer ratings. A reputation program can make it easier to request and manage honest feedback, but customers decide what they write and how they rate the experience.

No. Reviews must be from customers who engaged with the product or service. We can create a request process, but we don’t write reviews for customers, nor do we post them.

Reviews can be reported for policy violations, or for containing prohibited content or things unrelated to customer experiences. Whether they are removed is up to the platform. Businesses are not able to remove reviews of their products/services just because they don't agree with or like the reviews.

Yes. General positive reviews may warrant a brief response. Reviews of a more negative or mixed nature should warrant a more detailed response.

The first priority is to remain polite and professional. A response should neither defend nor address the complaint in detail. It should also encourage the customer to reach out further in order to resolve any outstanding issues.

This practice is where customers who are satisfied are encouraged to leave a review, while customers who are unsatisfied are discouraged or prevented from leaving a review. This practice, as a rule, violates policies and leads to a negative and misleading customer experience.

This practice can violate policy or at a minimum be misleading to customers and require a disclosure. A better and safer practice is to ask customers to give honest feedback and not be connected to a reward, discount, or a preferred review.

The best opportunity for a review would be during a milestone of your project, a final walkthrough, or after a completed service. This can even be after confirming a request or resolution has been met. The request should depend on the nature of the work and the customer's relationship with you.

The sites will depend on your customer, the service you perform, how you sell, and even where you sell. Probably it is better to get consistent contact with a few choice sites instead of a lot of contact with a lot of lower valued sites.

Review requests should go along with customer contact, not be done on a schedule. This should be consistent contact, but not too frequent.

Having reviews on your site is okay as long as they are real, and you display them truthfully. Follow the review site's policy and get permission to use a customer's name, photo, and other details from the work you did.

Managing reviews is part of Local SEO, while reputation management is about providing a way for customers to review your business and responding to those reviews.

It depends on how many reviews you have, the activity of your customers, how consistent you are with your work, and whether or not you follow the process of seeking customer reviews. Your reputation is probably best defined by the real customer reviews you've received in the past, not by a sudden increase of reviews.

Negative feedback should be considered an operational issue. The issue should be addressed by the manager overseeing this area of the business, and the process should be improved before the company begins to ask for more reviews.