 Hey, good afternoon time Stuart here. I'm with Liz Trotter, Matt Ricketts. This is smart business moves We have a special guest today and this is really going to be some good stuff We have Sean Hill from nice job These guys are like subject matter experts on getting reviews. They know so much about it they've built a software platform to help Services such as cleaning businesses get reviews But you can't build software to do something until you figure out how to do it first so Sean's going to be giving us a lot of hacks and kind of best practices on how to get reviews. Hey, Sean. How are you today? I'm really good. Thank you so much for having us on it and for that great lead-in as well I think I really got to bring it now. It's such a high bar to set for us But I'm confident that we'll be able to kind of get out that sort of information Based on the software developed but more so on you kind of hit it around the head is nice job as a company Approached it from a mindset perspective and the software has come from China So what we're looking to do as a company is get this is the reputation they deserve Our official tagline is great business as a reputation they deserve because if you set up a good feedback and review Loop the feedback and reviews are going to get we're going to reflect what your business is So we like to approach it surely from an educational for a standpoint If you take some things that you hear me talk about today, and you would like it automated or like it a little bit simple We want to help the nice object software for that But ultimately I want to give you things that you can put in even if you don't want to lose nice job So that's that's the risk we take that's who we are as kind of a company and stuff like that but Yeah, how I could start with a question time where I don't want to interrupt you guys had some questions I'm at the top, but I'm I'd love to ask how familiar you guys are with reputation marketing As the concept as opposed to reputation management or brand marketing or something like that sort of one of the core principles of how a lot of us run our businesses is to be Remarkable before we market. I think it's kind of a core principle that I really believe in is Having a good business because there's nothing that'll drive you into the ground faster Then having a poor business and then you know people basically Telling the world that you have a poor business So I think that's a key component. I'm a user of nice job as well in my service business as well and I have some great statistics to back up why people if they you know aren't doing something like this why they should and I'm a big fan of the product. It's super easy to use very intuitive and it keeps getting better You know, we should probably for full transparency Just say that we all use nice job, right? Actually, we don't probably should certainly are considering it Sorry Sean. We're it's on the it's in the consideration list. Just haven't got one of your branches One of your branches is testing it. Okay. Well, we are using it. They just didn't tell me how about that Troy is using it out of Greenville. Okay So Tom the good news is if you get more interested about it You know the perfect guy can get you set up and get you fully versed on it But again, the top question is is that reputation marketing? It's not a new term However, it's kind of an emerging field So you might have heard of reputation management where reputation management is is where you're trying to collect reviews and ultimately it's the old practice of Collect as many good reviews as possible so that if you happen to get a bad one or one of those You know comes through that you're constantly getting good reviews But we're reputation management starting to fall off and I hate to say that some market competitors are still stuck in that kind of old mentality is They don't try to get a ton of feedback that helps you grow your business, right? So it might have to get good reviews helps you kind of get some good marketing cloud But it doesn't help you actually Learn what your business is doing kind of thrive and that's kind of like what you said is if you have that as your core to Get better succeed, you know, the word mouth marketing goes, you know Digital marketing kind of follows that you're using Review copy in your ads things of that nature. Well, that's gonna be a core. It's not gonna be able to knock you down Now brand marketing of course is is building a brand is putting something out there, you know What is our look? What is our feel? What is our vibe? What is our core value in that sense? Well when you combine those two you take the elements of both those two sectors That's how you end up with reputation marketing and what reputation marketing is is that you're collecting as much feedback as possible You're having a system in place that you can collect reviews extremely easily But then you're taking the cream of the cop the crop the gold nuggets So whatever analogy you want to use you're using that that platinum You know feedback right there that's social proof and you're putting that in the places where people are gonna get the most and what that does with your brand Marketing efforts is is you can build a brand and you can build what you think your reputation is Do you can go and I'll speak it very simple as you can say hey, we're the best But if no one else is saying that you're the best No one is verifying that they've used you and you've at least attempted to be the best Well, then can you really consider yourself the best right? I mean, that's the whole point of the Olympics right as people are going on the fastest No, I swim the best and they're like all right prove it, right? And so that's where reputation marketing is really why nice job We've fully aligned and going in this direction because it's not just about trying to hide the bad and just show the good It's about taking it all in which if you're hearing this and you're like wait So I'm gonna take my angriest customer and get him to leave her here He or she to leave a review not exactly But what you want to do is that you build within your team you build within your staff your management Wherever level you want to go in if you build in of hey when we do something we want to hear the feedback from it That's gonna allow you to get data and allow you to kind of get you know The information that you need to either make core value changes structural changes Systematic changes or at the very least Confirm that what you're doing is improving your business and how it goes into the lead and sales perspective is when we go back to that Social proof core so that's why I kind of ask the top is how familiar reputation marketing is because you know when we on on g2 Crowd a couple all of those we're always listen the reputation management category And it really starts to kind of get us because that might have been where we came from but we're fully in the future of reputation marketing and I would the one thing I want to express today is That is where you should be taking your business into that sort of realm because it's a it's a cost effective way to grow and market But it's also an effective way to really build some some key core values Matt you mentioned you had some stats. I would be interested to see how our stats compare Because the one I like to usually lead off with is is how people are actually Looking online or looking on the internet to use businesses that that's one of my favorite stats out there But I'm interested to hear what stats you might have Matt Sure, so we started using nice job about a year ago. We were at about 160 reviews today We have about 263 in the last year About 13% of everyone that we send the invites to Go ahead and give us a Google review or nice like any of the platforms But mostly it's being driven to Google at this point And that's where I really want it to go obviously for my for my Google map listings and things like that And really, you know, we ask everyone so we have it hooked up through our CRM So we're asking everyone instead of gatekeeping it. I'm just like go for it Like I know we're doing a good enough job and we typically send them out at noon the day after So we've had a chance to follow up with any customers solve any issues before that goes out anyway but no gatekeeping just sending it all and What I love though is is you'll get it in big bursts because we do a lot of recurring business and so it You know when you start So everyone knows you just don't keep asking every customer every time it It times it so you only ask them I believe it's once every six months and maybe you can even set that even less frequent I don't I have not looked in the settings that but I found once every six months is acceptable I think that people don't get upset And so all of a sudden like when a lot of your customers kind of fall back into the cycle You'll start and you'll get like a big pop one week. You'll be like, oh, it's just asked a whole bunch of people again So I find that to be fantastic Where you'll see these like I had a big pop a week or two ago where I got 13 in a week And I was like, oh, I guess we kind of hit like a six-month cycle again or something like that Well, what Matt's talking about there is within the nice job software You know when review requests are sent out whether you're automating it through a CRM or you're doing a manual Process, which is also available Yeah, there's a cool down here. We call six months and it's actually set at six months for a particular reason So after six months at seven month eighth month mark is really when you want to have clients have left to review update their review for one from the psychological reason is I call it like the perhaps blue ribbon effect like they didn't win the blue ribbon in 2020 They wanted a while ago and they've just been riding that ever since right So someone saying you did a phenomenal job and you found out that was two houses ago You know that they live in a different state now doesn't really add as a great testimonial So we think having that one gives relevancy from the psychological standpoint, but also from you know Google's perspective, you know some search engine perspective and things like that Updating that user generated content, which is a term will throw out a good amount of time Helps show that these are relevant reviews and that it's relevant content that should factor in to your algorithmic standing So by updating reviews every seven to eight months That allows you to kind of benefit from a little bit of that juice now I want to make it very clear this isn't like if you update your views every eight months You're gonna be page one guaranteed map one and it's all done like you know SEOs as a little fickle dance So to say but it's giving you the advantage to do that So as I like to say and again not the technical the the mental thing of it is that if Google algorithm is coming down It gets close to a tie Having extra reviews is gonna kind of put you over the top and having relevant reviews But I think going back to that such a psychological point that people seeing recent reviews and also if you preface it right like Matt I don't know with your sequence if You know you talk about you follow up you do it you in the next day She have a chance to have a phone call maybe a conversation. I'll address any last minute issues But you can also preface that customer of hey, you know want to thank you again for me a long time customer of ours I know you'll just review the you know last time last year. We love you to update it You know, we're gonna send you the review link again You know if you want to leave it on different platform It's great but talk about the evolution because sometimes customers want to see that so yeah Maybe they do a great job, but if I'm gonna come back and you have a recurring service with them How does the review actually update and we found more often than not that people tend to reference that when they say like Yeah, I so and so in the neighborhood used it and I saw you know They were really happy then I saw that you know they just upgraded with you or they did something like that To tell that story with it. So yeah, man That's why I put that that's six months in particular for for that particular benefit to two things I think what you said is great There's the preface that is you have an opportunity before those reviews out You know to call your new like new customers and check in how the job went and if they say it went great You're like, hey, we're gonna we're gonna ask you for review. It's gonna come here in a minute And it's really important to our team It's really how we measure success in our company and it really helps us You know find more great customers like you You know, I don't know the exact verbiage that my sales team uses but something along those lines And I'll double-check now that we're having this conversation to make sure the verbiage is clear and good but the other thing is Two out of the four most relevant factors of why you get found in the map pack have to do with review Frequency and review score but review frequency is More important than anything else and so yeah getting those fresh reviews for everyone listening Everything that was just said like not note that down getting your customers to re-review you is not a problem You know, even if it drops from a five to a four Well next time you ask them, you know, hopefully go back up to a five It's okay if that happens, you know, and they can give you a five-star again That happens all the time. I love that when I see those So we probably have a lot more reviews in 263 when you count those re-reviews. That's a great That's a great thing to think about Shawn. It's also Shawn You've got me stuck on the paps blue ribbon thing, you know, is it Is the thinking it's hard to imagine a time when paps would have won a blue ribbon or I mean, I don't I think the PBR thing is that It's kind of taking one thing and building the brand around it But it's also like would someone born in the last 21 years to make sure they're legally compliant to hang out with past Blue Ribbon Does the blue ribbon actually mean things to them, right? Are they going to county fairs or have they have their entire lives? Have trophies always been met a little statues because they're easier produced Like I used to think I was well accomplished then I realized I could buy my own trophies and now I'm great at everything Tom And it but this is a blue ribbon. I don't go buy many blue ribbons But the reason I bring that up is because a lot of people you'll see it in certain industries They find that one glowing it almost looks like they paid a copywriter to write it and they put it Everywhere, right anywhere, you know, it's like it's gonna be this testimonial. We're gonna hear about Jane's house We're gonna hear about like and we're gonna hear about that because it's so good And yeah, you know what it probably is effective because it tells the story completely You know talks about how great the service was and you talk about how you saw all their pain points and changed it but how relevant is it to now and and I think by having at the very least the ability for you as a business owner to look say in your nice job dashboard See all your reviews there, you know see the problems wrong But able to look and go. Hey, this tells a Specific story that might help us get a newer audience, right? So I this is where anytime I give a You know conversation or talk or presentation like this I always need to make this qualifier of I am not in the industry at the moment So when I give some of these examples, sometimes they sound like goofy things But perhaps it's a brand new type of carpet or brand new surface or something like that And you were able to successfully clean that well How many newer homes or things like that have that type of surface and it'd be good for you to say like hey This person says we're an expert in this thing and maybe they don't say it as eloquently And maybe they don't go into super detail So the fact that they say that you use this, you know, ABC type of cleaner on this XYZ Torpo type of fabric if that's new and relevant the customer that's looking that has their concern about their XYZ type of fabric That's gonna bring them in and that's what I tell a reputation marketing It's having all this available and being able not have diversity in your ad copy And then as as you know Matt as you kind of said is you know We see that drop from a four to a five or you know Some of those changes as review time over time is you're not able to monitor your reputation and see where it's going and Make changes before all of a sudden on nowhere The next question that usually we want to ask at this point it's good But before you go one thing you touched on I think people should really think about too is you have a chance to respond to these reviews And there's some SEO benefit in the way you describe like these surfaces and things like that So even if they didn't say it perfect You actually have a chance to drop some keywords in there Like if you're like like an expert at marble cleaning or window cleaning or some specialty thing you'd be like hey Thanks for you know, thanks for responding. You have a chance to drop some SEO keywords and some and some really powerful Some powerful now you can put links back in it But some verbiage that some verbiage that'll actually help you improve your rank And again, who knows what Google is looking for exactly? But I have faith that that actually has some benefit in getting found in search for specific keywords Especially your Google my business list. Yeah, I've heard that even to the point of if you drop the name of the town And the name of your company and the response that could help your your local SEO. Is there any merit to that Shawn? so the correct answer is a tiny bit The most appropriate answer to this is realistically. It's probably not gonna be enough to be a game changer However, there is no loss of your time in doing so right so maybe by putting your specific town It's Google the algorithm is not gonna be like oh man. This this is the business like you know, like I said, but if I'm a Remember that you know who's on the internet humans And I always like to go back to that is if I'm looking and I am looking through reviews And maybe you kind of heard this tactic like oh what I do is I look at the top three best and the top three worst That's how I get the true opinion of the business But if I'm going and I'm researching I'm looking through and I'm reading replies The more I see that might identify to me as an individual from you know Hey, you're cleaning this type of marble to like hey We love the fact we got to meet your dog and me as like a big dog person I'm like their dog people also great, you know take that, you know alley cat cleaning So I go ahead I Agree about the relevance piece and when Matt was talking about you know dropping in marble etc Even if you don't get the SEO Push of it. I don't really care because I want the customers the customers are coming on and going oh marble Yeah, I have marble that sounds like a customer a company for me and to Tom to your point Maybe what you can do is get a little bit of an additional bonus that I know does work is Mentioning the neighborhood Right, so like if you have eagle crest mentioning eagle crest, which is a big huge neighborhood That's gonna get you a little bit more of a a relevant buzz to the customer. I'm gonna be like oh eagle crust Oh, I know you press that's a great neighborhood even if I don't live there. I know them I know where it is. It's a big. It's a golf community, right? So I think there's a lot to relevance. I did have a quick question though Sean Matt said something and then you said something and I kind of got a little bit mixed up. I Heard that every six months you want to be hitting people up again But then Matt said that one week he got like 13 reviews all in one week You're not hitting you're not sending all the reviews out to everybody and then in six months It's all going out to them again, and that's why he got 13. Can you explain a little bit better? Yeah, so when someone so the way To speak a nice job perspective is nice job starts off with a text message and then can follow it with up the three emails So within a two-week period you should be able to collect that review The reason we have those follow-ups as we understand life gets in the way you get text message dog Knock something over you get distracted you get text message or you get another text message You know those sort of things but the software is designed with someone leaves review You'll take them immediately out of the campaign. So if you send that first text message they go They leave a five-star review on Google. They don't get any follow-up emails. They don't get reached out again So it makes that but then what it also does that it doesn't allow them to be re-enrolled in a campaign for six months So if you were to go back and service them again, you couldn't request a review in three weeks Let's say but after six months you would service them again. They're now eligible to enroll in the campaign So not automatically enrolled there's some people that that choose almost I don't say like never to do so But but just if they're doing pure manual invites a lot of times where we see and that I'm not quite sure of it This is your exact setup But ones that either use like a CRM or some other trigger where they're not going in and pressing the button every time Within nice job Those are usually see well after six months since those people are eligible for a campaign again They'll come through and if the scheduling is pretty consistent That's probably how you end up with a lot of those reviews coming through in a week So it was just to be perfectly clear, right? So I start nice job a year ago and we have a lot of the same customers because our turn is low So, you know a 95% of my business is recurring. So Basically, there's a four-week block every year We're like all of a sudden we get a bunch of reviews Because a lot of those customers that were originally enrolled will kind of end up kind of getting re-enrolled Around that six-month anniversary of when we started with with nice job. So not a you know, not a problem I don't see a problem with it. It's just the way that it's just the way that the workflow is because we already had a big Customer block and then started the program if you're starting from scratch you wouldn't have those big cycles Yeah, it also comes down to eligibility as well So from that same token is there might be someone, you know Matt the scheduling that They've left a review and you go back and and have service something or something like that And it's you know not quite six months It's five months and a you know a couple of days there and they might not get into out of that cool-down period The reason I said that we do the six months is that's probably the bare minimum that you'd want to separate someone updating their review from From the SEO perspective, but also sometimes from the you know, just the storyline perspective, right? Six months is definitely half-year. It's definitely a long time especially with the last year We did six months can feel like six years But we found that it's kind of after six months is when you really got kind of start considering it Also for somebody who's nice job within the seasonal business realm We found that's kind of really good to keep it within seasons Some people to have something at the beginning and then maybe the end it usually doesn't fall within that period So almost comes sort of a yearly update now if you wanted to for example Someone left the review and it was you know a three-star, you know or even four-star And then you go back in a month and you really knock their socks off There's things you can go place where you can you know delete them out get back into the review and get another review request So make it clear that someone You know leads a review for you and you think you have a chance that to when I'm back and upgrade a little bit Is there is a way to kind of a manual process to go and still use the power of nice job to collect the review? You know without that the reason we do the cool down period is for Automate businesses won't be fully automated It allows you to kind of really get the peace success and and to kind of go to the beginning of when to ask for a review Is that's also sometimes we kind of have that period in there of the six months But also while we start with the text in the fall after that is not talking about doing it You know the following day at noon is we always say that the moment of peak happiness is the best time to start that review campaign process But we've also found it and that you might discover this as well as sometimes right afterwards That's the expected moment of peak happiness But sometimes there's so much going on and they're so happy that the problem is just solved But they don't really leave it in depth review perhaps at that point So as long as you have a good follow-up process you're staying connected Then if you're doing it the next day you're starting the sequence after that But you know if we're leaving a review the great software is going to help you absolutely But still comes down to the customer experience that you're giving and setting that up to like hey Now we're gonna ask for a review at this point And you should have primed them at that point to be ready to tell you exactly the experience they had and hopefully it's five star With some glowing detail I have a question in Facebook that's been sitting here a while, but Basically the question is you know, how does nice job track? Who's left for you? Who's left reviews and who hasn't so you aren't hitting them up after every job? No majority of the platforms out there creations with are ones that a are not working with other softwares right now connections For a variety of rules as the primary example of the seven of the AI and the stuff that we have with that native integration should Determine your Google account So if that customer has a Google account that's identified it's able to directly leave them right there on that platform So makes it super quick super simple for them to do so And then through that what nice job does is scrapes the reviews that are posted So when you leave a review on nice job or through nice job, I should say Matt can't talk about the review gating or gatekeeping in that sense Review gating is a bad practice if using a software does it I would highly recommend you leave it You don't have to come to nice job. Just don't get your Google my business to send it by continuing to review gating But review gating is the process of you send the email and rate us on a scale of 1 to 10 And if it's 8 and above you go to the platform 7 and below you go to a private email box where you can yell into the ether It's against Google's policy if they find out identify it is a little bit harder for them to find out where they find out They will shut you down and you're gonna be in a real bad spot there So what nice job deal do that direct connection is we're able to once it's posted on Google So when someone leaves a review doesn't go in a nice job thing in a nice job post it later It posts directly to the Google my business platform directly to Facebook You know directly to better business Bureau all those review sites And then nice job will scrape those sites and collect it back into your dashboard to give the idea to do things like You can reply to review especially Google right within the nice job dashboard You can automate share to your social media channels But it also does it allows us to identify with the people tapping in a nice job and make those connections So when we talk about matching it up is if the name is exactly how it is on the invoice or something like that You know the Google account things like that then it matches right away for instance I just thought everywhere from nice job actually in Shawnee with a Y So my Google account is Shawnee Hill So if I were to leave review and pull back in a nice job is Shawnee Hill and the software would then try identify and say Hey, is this Sean Hill, you know, or is this S Hill? Maybe that's how you're writing on the invoice, you know, or is it you know, maybe it's not my wife's name Is you know her name on there and they try to match with the last name So when the smart matching software does is it's easy to identify, you know, within that 98% security It's gonna automatically match it. If not, so I'll let you know Hey, is it this person this person this person once you make that match it takes them out of the queue So it syncs up in that regard because they're leaving an official review first They were leaving it with us it would probably get a little bit harder in between So because this is direct integration We're able to kind of tell and because the way the software is built is a little determined things like if your Customer has Facebook Install on their phone so you can open up directly in an app and we review see if they have you know Google account connected things of those nature and then if worse comes the worst There's also a nice job micro site and I show platform that now runs on a Google shortcut So even more connected there, but to guarantee that you'll be released have some place For them to be reviewed But the way the matching works is because we're identifying when the review is posted Pulling that back in and making connections at that point I had a question for Matt Matt You had mentioned that Made central you have it hooked up to nice job. So that after directly not directly I use so all of my invoices are created in Made Central through QuickBooks online So I just basically hooked QuickBooks up on QuickBooks online up So every time Made Central creates an invoice the next day So we do all of our billing the next day at noon just as a convention as soon as we Process payrolls one click in Made Central QuickBooks creates an invoice with with the data like their email address Their phone number all that stuff that gets passed a nice job and nice job parses all that and creates a review request So it's not direct but because of the way that that made central directly integrates with QuickBooks online I don't have to hook it up directly. It works perfectly based on every invoice that I create Yes, we have a native integration with QuickBooks So if you're using, you know, whatever software prior to QuickBooks that doesn't directly integrate with nice job There is a direct integration there. So, yeah, exactly how Matt described it So it goes when he hits the trigger, which should be sending the invoice I believe you also need to close invoice, but I would have to double check with that On QuickBooks to trigger and that data comes over in fact with some of the new topic insights and are sorry Some of the review insights and things that we are have added into nice job You're actually within your people tab and nice job and see the complete story So almost when an invoice is sent with invoices paid Obviously, you're seeing all that in QuickBooks But also be a chance to go back if you have a review you want to dive a bit more in so it's a glowing five star Maybe it's a four that you thought was gonna be a five. You actually see the full customer journey there as well. Yeah So my question that was can you you do these videos periodically the webinars? Can you do one on that connecting it? I have a video in Made Central I'll pin it to the top of the Made Central user Central public group. Yeah, I'll share it with you. All right. Thanks. I'll tag you Yeah, and that's what women we're always looking to find ways for for people to use nice job and automated sense But I would also love to say you know if you're using as a fully automated software Saving you time saving the energy But we're starting to add a couple more things in there that really allowed you to get a clear representation What your reputation are to go further on that path to talk about the top of the show that reputation marketing path So you're collecting all these gold reviews Then also have some tools that be able to to kind of do more with it But again going back to that top is that the value or the message I kind of want to share here is the way you can start collecting more reviews is one You know as you kind of say we're all the time was like asking, you know Like go make it part of your process that you're going to ask So many people say like I don't want to beg for reviews and my response in the community Makes sense like then don't just ask if they say no Okay, you know on to the next one if they say like I really love you, but I'm gonna tell you right now I'm not gonna do it. Okay. They said they love you Well, you know go with it And and I think that just alone some people are afraid to ask or build it as part of their process But if you really really loved this you would give us a review Yeah, I totally agree with Sean there that's it is you know So we'll get up get all hurt because the client would leave them a review because they've got this process and And whatnot, but yeah, some people like have privacy reasons like for their jobs or things like that And they just can't so you just you just have to take it as what it is They're happy with you. It'd be awesome if they could do a review, but not a big deal. You asked You can't get your feelings heard about asking. I think a lot of people get scared to be told no It's just sales 101 right this is just selling and I think additionally with what the fear ends up being Matt Is that they're like well, I performed a service? I charged you what I feel is a fair value for that service is now I'm asking review Is it like I'm asking for more right because some people get this in their mindset that every customer is like well I'm paying you shouldn't that be enough and quite honestly is that it's such a relationship Especially if you're going to be going back and servicing again If it's the reoccurring service is the whole reason that they're looking at reviews and try and identify You're the right person is they don't just see it as a one-off transaction You need if they do see as a one-off transaction They still will kind of tell you like yay or nay and sometimes that's all the feedback that you may need But asking for reviews gonna help if you do something like nice job or you have a process in place to make it simple So now even though you're asking it really isn't any sort of extra effort on their part It's you know, it's one click a couple of words, you know, they're done That's gonna help increase it as well And then also if you are showing displaying your feedback and ads which one of the recent studies We did showed like a 300% click-through rate increase by having ad copy in there as opposed to you know, just something static By having that and doing that that shows from step one that first touch point that hey whatever you're saying We're passing right along and putting out there and that makes you so open in their mind So open to a conversation so open to a relationship that more often than not you'll start preventing bad reviews because they feel like they Can bring up objections or questions earlier Most bad reviews happen because of failure to meet expectations. Now the expectation could be unreasonable I thought it was gonna cost ten dollars and only take ten minutes like okay Good luck with that But that also means that maybe you weren't able to explain why it's gonna take longer in ten minutes Maybe explain why the value is in more than ten dollars, right? It could be completely not your fault but most almost all bad reviews come from failure to meet some sort of expectations and If you're able to say like well, hey, let us know we're open to feedback at any point in the process and at the end We're a complete our day transaction or you know, whatever the time period is We're completed by asking you to leave us an official review whether they do or they don't at that point You've already built on a process that's going to make it very clear for the people on your team What expectations are the quality work? They should be doing so being very clear to your ideal customer of why you're the right fit for them It's also gonna get very clear for the customers You'd love to move on from of why you might be outgrowing them or why something like that because it's always been open Conversation and more and more especially we've done in the past two years That's what people are looking for in any type of business in any sort of situation is they want a relationship Or they don't feel like a fool they feel like they there's a little trust there But they also want to feel like they have at least the smallest modicum of control and even if that's just an objection at one point They want to feel that so by building this reputation marketing engine Like I said, the web suite software of nice job is taking some of the tips I had and trying to make it work on your own Building that in is going to help your business exponentially and that's why we consider it the future Maybe Liz if you have something I do One more thing is as far as setting expectation if you're going to use a review Software platform you're going to be Going for reviews you need to understand these things not every one Will do a review for you have that be an expectation and not everyone is thrilled with your service Even if you're amazing That's just both of those things you have to know you have those need to have those in your head as an expectation So that when those two things happen to you you won't be taking them personally and you won't be knocked off your own game Yeah, so Yeah, and you know we've talked previously that quality is defined by Expectation and perception, you know, so whatever your your your customers are expecting if they perceive that they're getting it then by definition they're getting quality service and You really want to get ahead of the expectation thing You want to make sure that you have clear scopes of work and you're communicating clearly You know the service that that that you're delivering that you know what they expect and they know what they should Be expecting and a lot of times in the cleaning industry, you know, it's like do you clean homes? Yeah, we clean homes and it's kind of like apples and oranges. Do you sell fruit? Yeah, we sell fruit and you show up with bananas and they were expecting oranges So you really have to own You know the establishing the expectation and make sure your clients know what you're doing before you do it You know, it was I think Bruce vance, you know shared the idea that if you tell them beforehand It's you know as professional service if you tell them after the fact it's just an excuse So the expectation is an important part of it There's two things that impact that I got from like that last second from from Sean as well was that first off You know your customers aren't going to know to do this if you ask anyway, I was just thinking about this I had a great plumber over at my house the other day They didn't ask for a review and I wasn't even thinking about it until this conversation But had they asked me or put it and made it easy for me It would have been it had been the first thing I did they still send out paper invoices They don't do anything digitally so it makes it harder for customers to To to leave a review So that was one thing is that you can't expect to get any reviews if you don't ask So if you've got 10 now and you've never asked you're going to have 10 a year from now or you know Maybe a couple more that just organically happened But um, that's part of it and then nice stuff also does some really cool things on my website that I love If you want to talk anything about the widgets that you add like to to help Share that information with users. I find those to be fantastic, you know social proof right on the website That it is really cool. We need to pop it up Are you talking about the engage widget in particular? Uh, I've got two of your widgets on my website I'll go to better life maids.com and I'll do a screen share real quick I was trying to If you're talking about the engage I was going to look for that when I used to have it Unfortunately, I don't I don't have it on my setup here But I used to have it where I had to pop up as a as a A gift here. So it's actually could show it off for a day doing it I don't have it available today on on my software right now. It's my other computer, but um Yeah, but as you see the widget you saw down the lower left hand corner there kind of disappeared there for a second It'll pop back up about seven seconds There we go right right down here. Yeah, so click on that actually if you can Um, so that's going to open up. So what this gauge widget is showing is it'll show recent reviews and uh bookings Depending on the crm that you have connected there Um, and you can go and kind of read those through but every seven seconds something kind of pops up And that's going to help the conversion rate on your website, which you're not going to feel familiar with conversion rate That's when you take a visitor and have them then take an action on your website Um, the one in particular uh in the center there is the trust badge. So this is taking some, uh, you know Good recent reviews from your, uh, you know from all your platforms Giving the full average there and then allowing people as you kind of solid map there to kind of go and click through And see those review pages Right on there Matt, I don't know if you've checked out your review dot new yet Uh, that's not a widget, but that's kind of the microsite there Um, it looks at the microsite right over here on the left hand side here. This where am I looking at that? Yeah, so actually if you go to go to your your url there just a brand new page Okay And type in review dot new Okay And hit enter there So that's the thing is local site there now in your search go ahead and search yourself up on the right Oh, you guys are building your own platform Not necessarily so this is uh through a google short link So similar to how you can open like a google docs by doing docs.new Uh, so what we're doing with the review dot new is your url And you can find the exact one uh in in your nice job dashboard there is you now have I would assume It's review dot new slash better dash life dash maids Uh, so people that love that they still use paper invoices or things like that Is you're gonna have this direct google short code? Um, that'll go right to review platform and when people go to leave a review So if you try to leave a review there, it will give them uh the options to leave it on uh different platforms as well So it's not just collecting on a small microsite as you said like you're building your own platform We're not trying to build things to take reviews away from google away from facebook better from bvp and all that other stuff We're trying to make a cool short link so that nice job down there Yes, there's a ability on the microsite, but you saw when that opened it there The top two that he had displayed uh that he wants displayed those are what come up first and then people want to scroll through They can find the others, but uh the widgets in particular, you know going to your website Are to give clear concise trust badges or clear concise ways for people to see You know what your reputation is there's a stories widget that allows you to take reviews and also combine photos as well to really Show an accurate picture of what the review context is You know obviously photos of your work and then as you also saw the engage widget is real time social proof um Then one of my favorite things are is if you have one connected crms or you can you can show bookings as well Is sometimes if you catch it just the right time it's in a day or two You actually can see the full customer journey So we actually on our youtube page have an example of it where it's like John booked four days ago and the next thing says john left a five star review and you go wow That's the whole customer journey super cool Except we're like we're all booked like six weeks out right now because of the staffing shortages We're facing we're starting to get ahead of that a little bit, but that would be super cool Tom we need to talk about that. Okay, but it's uh, that's a neat that's a neat feature What we have online booking and sales through made central So that's another conversation to maybe make this more native because I could see the benefit of that That's a pretty that's a pretty cool thing to see the customer journey and social proof not just in the Um in the review, but in the fact that other people are buying from you. That's very that's very powerful Yeah, and the fact that they said when you when you click in that those recent ones come up Is that you're just seeing that it's not just a pop-up random copy written testimonial You can click all the way through and see actual review written. Um, you can kind of see it just enough there Uh, and so that's that's the part that we want to make sure to kind of build into it Is that these aren't like tricks and gadgets? Um, there's effective ways to take social proof in the real time from engage I say real time engage because it's it updates the quickest but your stories your trust badge like those are also Usually within an hour or so being posted constantly update it and going back to search engines things of that nature is That's all usually generated content. It's being added into so more reviews. It gets your site updated Um, but it's amazing and I love this layout here. Is that you're you see It's such a beautiful layout there. I know that that's not our except that that would you down there is But this is going back to your point of like you always pick your best reviews Of course, we kind of cherry pick some but then below it I wanted them to be able to see hey, these aren't just You know the ones that we picked you can actually go and actually get social proof like right from the source Exactly and having and having this is where we talk about, uh, you know the time savings, right? Is if you just want to throw the widget up there have your most recent That's great if you have a little design or you you have the ability to Pick some of your best ones and put them, you know as you've done here, Matt Like that's all possible. But the the core concept of you're using social proof To help and send and not incentivize but help, you know Build that trust build that reputation and show them. Hey go ahead and click book now Go ahead and give us a call The the the proof that you're looking for is right here. That's it's so great I want to go back one point Matt you talked about, uh, you know, you use the plumber Uh, and they didn't ask you for a review. Do you remember the name of the plumber? Uh, you know what? Not right off the top of my head because it's kind of a hard name because it's like a It's like a local family. I wish I did right off the top of my head. They're great though Yeah, and so the thing is that I you and I might be talking to like, uh, man Pipes I just bought a new house and you're like, oh, I had a great plumber They were awesome. They they came early and it's like they weren't even there and Oh, it was it. Is it Hoffman? Hoffman? We couldn't think of it but now again, I want to be like a very clear Is it going to be a stretch scenario but true? If they had sent you a text and you were able to review Not only would they have your verification so if I go and I look local plumbers near me I find their site and I see your name. Oh, that's Matt But also you now would be like, oh wait, you know what they sent me a text. Let me see. Uh, oh, that's who it was Or oh, yeah, actually, you know what they sent me and so as dumb as it sounds It's like the little business card leave behind Right. Yeah, I would remember their name. I could go there. Yeah, you're right Those are all good points because I just have a statement downstairs I have to go down to my I have to go down to my uh, credenza and grab open the statement and and just to remember their name My wife booked them and they're great. I mean, you know, fantastic fair pricing good work But not memorable because I didn't do all this stuff. So god, you're right. This is more sticky Exactly and it's a small little thing. So people that if you're like, well look I'm word of mouth. We've been word of mouth for 30 years into that like word of mouth gone digital But also giving your customer, you know, the old tagline of make in part of your marketing team Make them part of your sales team by sending out these review requests by having a connection with them But being able to reply within app and building that relationship Is you know, give them all the opportunity especially like I love I see this when you post a review on facebook and then you go in and you'll maybe tag them in the comments Like, you know, hey matt, we shared your feedback Well, then matt goes and likes it and then matt's friends see that he liked the post and they go figure out the post Like that exponential growth that's word of mouth really sort of expand it And that's like I can't sell it as a benefit can't sell as a full benefit of like lower I have a text message from you because some people get a ton of text messages and it gets lost immediately However, just a smart Reply to them. That's really smart about replying to them and maybe even tagging them again Um in these responses Um, that's pretty smart. And I think even like you could even like we automatically promote them back Um on the different platforms, but we could try and tag them Especially when they come in via facebook again be like hey, we wanted to let you know We shared it with your with our user group like we're so happy. Thank you again. That's awesome Like that's a really good little extra hack to make it a little stickier with that customer And then additionally is you know depending on uh, you know, I'd always say we always encourage to share photos of your work Um, always make sure that you're okay to share photos, especially if you're you know in people's homes Um, you know most don't mind But you just want to make sure you don't get the one person that's high now from something But that's another great opportunity of you know, oh man, they were they were so clean They made my carpet look better than ever before And you go and you show a photo of it and you say like thanks, Steve Like we think it looks great as well and you tag Steve in it Well, then Steve goes and likes it and because it's a photo of his home It strokes that nice ego of most humans out there Maybe he shares it again and again that's exponential growth from the network But these are all the benefits of having a simple system that then gives you the ability To benefit from all the extras right to benefit from this this networking from this further social proof But if you're not going back to kind of the core I want to make sure you take away from this is if you're not going back from building into your business We are going to try to collect reviews We're going to make it clear that we want to do a good enough job that you want to review us And we're going to make it simple for you to do so that's that first building block That's the first thing that builds this whole empire of reputation marketing Some Martha just uh said hello Sean from uh from qts says qts lovers Users love your platform Yeah, it's integration between those two as well. So you can use the power qts and nice job Together The ultimate system Yeah, it's a fantastic integration. It's a great I mean martha's product is all about you know A lot of people in our industry for a year has never surveyed the customers because A they didn't have a system that was built for it and then B They didn't have maybe the courage to ask so, you know Now if they're using something like qts or made central or some other software where surveys are built in They'll they'll feel the confidence when they already know that they're doing a good job Just to turn this on just ask everybody because you know, you're already rocking You're already you're already producing great results. You're serving your customers and over half of them are giving you good feedback already You know That that's you know, that's a pretty good indication. You are doing an awesome job Ask them for reviews like quit Quit waiting for your competitors to do it. Um, I had some competitor eat my luncheon reviews a year ago Uh, because I wasn't on on nice job yet and they they went from nothing to like 300. So I got to catch up Yeah, and the only one that the qts sort of integration is again That's you know, you can continue to go that depending on how regularly you're servicing So if you're if your client's in the nice job cooldown period You'll have to worry about not being able to use qts or like that like you could still kind of use that So allows you to kind of give you know to kind of build your system in And usually the biggest, you know hesitation That we hear or people just are afraid to continue those conversations or to ask And I guess I'm here to kind of wave the flag of yeah ask let them be a part of it Survey them ask them for a review, you know Uh ask them if you if you could share a picture of the work you did Because all those things are going to bring build a real community and start bringing you, you know More leads and more sales the things you're looking for on the tangible end But it's going to build a stronger foundation for your business Which is you know the key depending on you want to grow to be a global enterprise Or you just want to be you know happy successful and not have any stress for the next couple of years Either way you're going to be able to accomplish those goals by building these systems Awesome. I think you want to take off as much of the manual processes you can So I wanted to show you these pictures. These are ones we did manually because Um, you know the customers mentioned them by name on a survey So we we took them out of the automated automation process and sent them some manual So we sent some employee pictures just to hyper engage That review to make it even more personal because they they said, you know In this in this particular one that precious did a great job or connie above Did a great job. So we hyper personalized it with the employees photos When we sent the review to so that's another thing you can do To make it even more about the employees and the engagement the relationship it can become even tighter Yeah, and it's also great, you know, uh, we we heard the story I think it was urban street window work. So our plan of ours had it and they talked about that One of their technicians they would kind of put the the photo in, you know When would use return reviews and got a little bit of a status in a sense. We're like, oh, hey, you're You're that guy. Oh, I saw you like I saw you on the website a bunch And so, yeah, you know, you could build a little I'll say, you know friendly competition with in and stuff like that But as you talked about, you know, you can you had the ability within nice job But your manual processing and we're working on some of the ways They get almost fully automated from some other places that you may be using photo software But you can attach a photo to the review request And that's what we highly recommend It's going to be even up that conversion rate of even higher because now not only is just a text or a click link there It's also even more personalized because they're seeing in their work there and then that photo Goes along with the review. So the platforms where we can post that photo along with it It it will be company be post on your google my business post You know with facebook it will combine with the review and the recommendation at that point. So Again, it nice job The fun battle that we get to have is it can be something you can set forget You can build the automations You can set the automatic triggers and have it where you don't really have to look at it again But now we're giving you more and more that if you have the time or you have the resources or you're getting to that point You can go in and make it even exponentially better have more data as I kind of alluded to before We now have where we're review topics where we're analyzing and unlike where it's like keyword tracking It's an actual machine learning so you find out the sentiment within your reviews You can find out exactly what all your reviews are saying collectively know what things you should hit your marketing copy Know what things we also have positive and negative topics So things that you might want to look to to keep an eye on or change or adjust We're really allowing you to have the opportunity to monitor your reputation But also have an effective process to keep growing it the right way Uh, you know, I can't say I can't say it enough this change from going from the old to the new From rotation management to revision marketing This is why this isn't something i'm putting on This is general excitement that myself and everyone else in the company share because This is the thing that people have been asking for is how can they actually keep their finger on the pulse? But also how can I start building good long-term relationships with clients? That's cool. That's what revision marketing does for you. I just finished the notebook off with this call And I need to order another one. I just finished off like five pages There's been even just being on the show like I write everything down And so you just helped me finish off a notebook I get to open up another one brand new notebook Um, that was a lot a lot of great stuff even as a user I'm currently using the software. I picked up a lot of ways. I'm going to improve My processes and actually maybe hyper engage Some of the users that we're already getting and really improve like when we do those second asks Like oh, yeah, let's go ahead and put a photo in there And that'll be really cool when those automations start happening and it gets added to your google reviews in the future I mean how much more powerful of a google review is that going to be with that image? Added on it's going to be incredible. Yeah I'm just thinking Post your google my business It's a direct connection that we're working the last little bit So it falls away through but the photos do go through and post on your google my business It's just it's the full attachment or we have to re re engage in that sense You know, I'm just thinking from a competitive advantage standpoint I mean we've talked about this for for a good while that technology more and more is you know As service providers as cleaning businesses the more We leverage technology the more we're going to be you know compete, you know be competitive or set another way The competitive landscape is going to be driven by technology And if we aren't leveraging it and keeping up with it We're going to be falling behind and to hear that you guys are using ai to Look at all the reviews that you're getting to figure out You know, what are the things that your customers are saying about you that Creates, you know quality in their mind so you can then turn around and use that in your marketing copy um, that's mind-blowing So, you know, what's what's at the pipeline? You know, what's this going to look like a year from now two years from now five years from now Can you you know, we've got about five minutes left. Can you give us just a hint as to where all this is going? Um, yeah for sure. Uh, so where reputation marketing is going is about giving business owners, uh, way more data And kind of aligning all those decisions, right? Um, so in particular Matt, would you mind I actually can show your insights? Sure. Um, if if you're all right there We'll take a look at my screen. I share my stuff all the time. So That's awesome. But the reason I ask that in particular is I also know, uh, this one's to me, uh, Your topics and things like that Where's that? But but this this one doesn't have customer data, but just in case so you guys seen this is the the nice job dashboard This is the insights tab here So you see these are the positive topics. These are the negative topics there And so the negative topics does not mean negative reviews It means sentiment that might be apparent some reviews these percentages all being really really low You're doing great in that sense But what you can do is you see a careful experience organized You can see how many so 62 of 441 reviews, uh, talk about being careful, you know, talk about being experienced how about being organized friendly and these um, so these topics these are kind of categories that we're giving We're always fine tuning and improving those so tom as you asked about the next, you know, two three five years from now Is these are going to get even, uh, you know more, uh, you know, even more micro, uh, get a little bit more feedback You know explain that but when you you click through so click through friendly here This is going to show you is how many of these friendly reviews when you're getting them, uh, you know, how much it, uh, You know increase maybe, you know time over time Employee leaderboard, uh, you'll have to go into managed do this, but you'll see who's actually collecting these reviews Um, but then within topics you can see all right. Who's actually getting the friendly reviews This one, uh, usually for a lot of our other home services where they have some others here and I'm so they're more connected This is fully automated this one I kind of go through But even going through there is that you can click and drill down and this these are the ones So these are specifically curated to which ones talk about these sentiments, right? And so now you the ability like hey, I want to make an ad that talks about us being, you know, uh, You know guarantee or honoring our guarantees or you know our great customer service We can go in and see which team members are doing that, you know You can go in and see how many reviews it is But you also can go and find the specific ad copy that you can then put in there And so where the future is going with all this is reputation marketing is going to turn into something where It's so much aligned with your core values as it is a process of marketing And so what that looks like is eventually able to set up so that you're able to identify key metrics that you want to, uh, You know achieve so something like we're going to feature at relatively wrong goals, right? So we want a goal of 50 reviews this month or we want a goal where a certain percentage of our reviews talk about this You can really start to build expectations, you know and build the bar But also build the pathways for whoever's on your team So you don't have to tell them you don't have to answer that question Then where are we going in one two or five years? You can lay that out for them in the nice job sense is we are always looking to improve In a way that's not going to take the business owner's time We don't feel we go back to the one of our core statements of We learned marketing. You learned your skill. Let's just work together. You don't have to learn ours You know, we're going to try to learn yours a little bit. We're going to be every good at it Um, and that's we're looking for we're also looking for things, uh, like a referral So to help automate that sort of process to take people that have left you reviews Put them in to allow them to give them the power to refer you to their friends their family Their neighbors even people they don't like but just for some reason they want them a good service Uh, you know to build that up That's a lot more. I don't want to go too far because whenever I do these and I get really excited the engineers are going Hey, we have to build this you go look pretty and talk about it Maybe maybe don't say five years here, but the goal is we know this dance We know the the the the goal for a nice job. Uh, how it's evolved from when we first started is We just it's now reputation marketing as just reputation management because that's the future But our goal will still be uh to help business owners and get them the reputation they deserve Fun little thing I can say is you can't work at nice job Unless at some point during your interview process you talk about your desire and your want to help other people So we are driven by that. Um, and it happens to manifest the people that are incredibly good at building software incredibly good At you know, uh connecting with business owners and getting in the software deserve incredibly good at writing newsletters doing marketing Looking okay on camera, uh, you know, that's what we're built at but our core is if we can do something It's going to help you get the reputation maintain it and use it to accomplish your goals That's the feature. They'll be coming to nice job. How it exactly manifests short term It'll be things like connecting to instagram, uh, you know a couple other review platforms long term As I said, it'll be really drilling down so that it becomes this robust data center that you're now personalizing for your business to accomplish your goals Awesome. Well, I'm gonna put your website up um Get dot nice job dot com We got dot com. You're familiar. We were dot co for a long time, but we got dot com. So I tried to do a little bit for it You look uh get that nice job dot com nice job dot com also works if you're in a real rush Uh, you're not in a rush get that nice job dot com slash grow dash your business grow dash your business I'll send that but uh, that one's just a little bit more, uh, kind of direct there But yeah get that nice job dot com come check us out also feel free you're gonna reach out to me Sean spelled correctly shawen At nice job dot com happy to get in touch to anything about us or if you just want to chat more about reputation marketing And not about nice job. I'm always happy to uh to hear my own voice This was awesome. Yeah, thank you. Sean. This was good information. Um excited to uh Continue this journey of of uh reputation marketing. This is uh, you know Liz we used to run yellow page ads, right? Yeah Okay, um, well that pretty much does it for the week Uh, uh, Liz Sean, uh, we will be back here monday five o'clock eastern take care