I’ve recently written about rewarding technicians for exceeding sales targets and how to budget for this. However, I’d like to point out that sales targets isn’t the only way you can formalise a reward system based on technician performance. Online reviews are such a massive part of your company image, so you really must keep an eye on what your customers are saying about your company online.
Regardless of the industry you’re in, online reviews play such a large part in customer perception of your work and if harnessed correctly can become a valuable marketing tool for you. I strongly encourage all of my technicians to ask for reviews and one of my marketing team’s most important functions is monitoring these reviews and feedback.
It’s crucial also to act immediately on any negative reviews or customer complaints.
I’ve heard a saying about it’s very easy to get reviews: just do a terrible job and watch the flood of reviews come in!
You will need to motivate your technicians so that they want to encourage their customers to leave a review, even though asking for one might initially seem an awkward prospect. A formalised bonus system is a great way of achieving this.
By monitoring these online reviews you’ll soon be able to identify any trends in complaints, and conversely see which technicians are achieving the most reviews.
One example you might want to employ would be giving your technicians a cash bonus for accumulating positive reviews. At Omega, we reward each technician $50 for every 5 positive reviews they receive. We do no not take off money for negative reviews or anything like that – we’re trying to keep it as positive as possible. We hand out these rewards each month at our all-staff team meeting, so that everyone is reminded of the rewards.
You’re not asking for anything extraordinarily difficult or challenging from them. Just do the job properly, on time and politely ask for a review and they’ll be surprised how quickly the reviews will add up, and in turn some extra cash for them on the side.
This will further increase motivation and encourage technicians to provide the best service possible, and you’ll notice the power of positive online reviews begin to grow for your company.