how do reduce negative reviews online, bernard buttone, co2 2017

How to Reduce Negative Reviews Online

Bernard Buttone, VP of Field OperationsTriangle Pest Control

DO EVERYTHING RIGHT AND NEVER MESS UP AND DONT SUCK!!

THANK YOU!!

HOW TO REDUCE NEGATIVE REVIEWS ONLINE

Bernard Buttone, VP of Field Operations

Triangle Pest Control

bernard.buttone@trianglepest.com

linkedin.com/in/bernardbuttone

Where to Begin?So this one time we knocked out a light bulb….

Where to Begin?So this one time we knocked out a light bulb….

But it’s only a light bulb!!!!

Where to Begin?So this one time we knocked out a light bulb….

But it’s only a light bulb!!!!

Maybe not..

What did we learn?

● Our commitment to CX was not enough

● Our training program could use a lift

● We were not as good as we thought

Back to the drawing board!

Every single person in our company would go through training to make sure this

would not happen again.Literally everyone

Why train?

● Organizational Benefits○ Tech knows that what they’re doing works it will

increase their confidence■ Higher Sales■ Fewer call-backs■ Higher surveys

Why train?

● Customer Benefits○ Standardization

■ Customer knows what to expect■ Only need to say things once■ Never hear “well the last guy”

Why train?

● Street Cred (Social Proof)○ Only negative reviews you get will be from out of

control circumstances

YOU’VE HEARD THIS ALL BEFORE I KNOW..

SO NOW WHAT?!?

Three things to do to make sure that the light bulb story doesn’t

happen to you

Train on First Contact ResolutionFIX THE ISSUE BEFORE IT BECOMES A PROBLEM

● Train on the importance of saying something once

● Who has had this conversation….

Train on First Contact ResolutionFIX THE ISSUE BEFORE IT BECOMES A PROBLEM

● Empower your people to fix a problem ASAP

● Give the frontline people a parameter to work within

● E.g Month worth of service, free add-on service, money/time cap

● L.A.S.T

Train on First Contact ResolutionFIX THE ISSUE BEFORE IT BECOMES A PROBLEM

● Make things easy for a customer if a problem arises

● Try to not make the customer do anything

● You can never over-communicate

Implement an In-house Survey

● Get feedback from the people that you are serving

● Gives you a chance to fix an issue before they blast you online

PEOPLE JUST WANT TO BE HEARD!!!

Just kidding….

Train on Following up with surveys

EVERYONE REMEMBERS THE CRAP● But they remember how you fix it even more

● Follow up within 24 hours is possible

● Learn from it, and don’t let it happen again

Remember the light bulb guy???

He was still a customer for 2 years

IN CONCLUSION

TRAIN

SURVEY

FOLLOW-UP

HOW TO REDUCE NEGATIVE REVIEWS ONLINE

Bernard Buttone, VP of Field Operations

Triangle Pest Control

bernard.buttone@trianglepest.com

linkedin.com/in/bernardbuttone