The first stage of the sales funnel begins with managing your reputation. Get that right and your hard work will result in more happy customers and sales.
There is no doubt that outstanding customer service is the one thing that will set your removal company apart from the rest.
And managing your online reputation is an integral part of great customer service.
Your online reviews are the first window that any potential customer has to view your company and gauge just how good your customer service is.
Not only are independent users of your services giving their opinion of your company, but you have the opportunity to show how much you appreciate and value your customers.
So whilst your local reputation is, of course, invaluable, your digital reputation is almost certainly just as important, if not more so. But we all know that.
What you may not know is how to manage that online reputation so that you attract even more customers.
Removal Reviews have been at the cutting edge of home removal reviews since 2004, we are in daily contact with removal companies and their customers, so we know our industry inside out.
And we would like to share some of our knowledge with you in the belief that best practice shared can only be a good thing for the whole removal industry.
How to Manage Online Removal Company Reviews
Love them or hate them, online reviews are a fact of life. And they can make or break your company.
Essentially it is how you respond to reviews that can ensure the potential customers’ perception of your company is a very positive one, even if you have some bad reviews.
The number one rule, whether they are good or bad reviews, is that you should respond to each and every one.
A ‘thank you for your kind review, it was a pleasure helping you move, good luck in your new home’ is all it takes to show you appreciate and care about your customers. But vary the thank you message so that each one looks like a personal reply rather than a ‘cut & paste’ response.
When faced with a bad review use the opportunity to put your version of events out there.
But always be polite and factual when responding to any review. ‘We do understand your frustration regarding this incident and despite our very best efforts sometimes things do go wrong. However…….’
You could respond with a ‘thank you for bringing this to our attention, we take this matter very seriously and a senior member of our customer service team will be contacting you today to help resolve this situation’. And make sure that someone does call the customer, there is nothing worse than broken promises.
Remember: How you respond can turn a negative into a positive.
Often you will find that the customer will be willing to remove or update the review in a positive light if you have taken the time to contact them and resolve the situation.
Customers will likely contact you directly from your review profile so make sure it has your logo and full company contact details.
If you change your telephone number or email address it is easy to forget that your review profile needs updating too.
It is also worth checking the reviews left are actually for your company. Often reviews are left which are meant for companies with similar sounding names.
If that is the case, you can write to the review website, explaining the situation, requesting to have any reviews that are not yours removed.
You need as many recent reviews as you can on your profile so be sure to encourage your customers to leave reviews for your company by emailing a link to your profile page after they have moved.
The more reviews you get, the easier it is for customers to find you. And the more recent those reviews, the more faith your customers will put in not only the reviews but your removal service.
And whether it is a good or bad review, learn from your customers’ feedback.
Promote the good points that are regularly highlighted in the good reviews on your own website, and learn what you can improve upon from the bad reviews.
You won’t get 100% 5-star reviews, but the more you understand what customers like and dislike about your company, the easier it will be to provide the type of service that customers really want and will pay for.
Just remember that reviews are another aspect of your company that requires managing, and reviews are the best promotion your company you can get, they are free advertising, so make the most of them.
A word of warning though, don’t ever post fake reviews yourself for your company. Most reputable websites have procedures in place that will detect fake reviews. And your customers will spot those fake reviews too, which will immediately start alarm bells ringing in their heads and send them straight to your competitors.
Managed well, reviews are a great resource to help grow your business, ignored, they can be extremely harmful.
So, we have covered what you can do about your online reputation to help promote sales, but what else can you do to bring in more sales?
Why you need Consistent, Quality Leads to grow your Business
A good reputation can take years to earn but seconds to lose. Lose customers, you lose income.
It goes without saying that the only way you will stay in business is if you make a profit.
But how do you get a steady stream of people requesting home moving quotes without investing a huge amount of time and effort yourself, time that could be spent signing those deals and making that profit?
Quality leads from a good lead provider.
The most cost-effective way to get a steady stream of leads is through a lead provider who will do all the work of attracting those customers for you. You can be sure then that only customers that request a quote from you have requirements that fit your business model.
Your sales team won’t then spend hours every day fielding time-wasting calls from customers requesting moves that you cannot service, or cold calling home movers with few resulting sales.
That means your sales team are then productively spending their time selling.
How to Find a Good Lead Provider
Not all lead providers are the same. A quick google search for the top removal company lead providers in the UK will return a long list of providers. But you will usually find www.removalreviews.co.uk at the top of that list.
That’s because we care about the quality of service we provide not only to the removal companies who are our partners, but we care about the quality of removal services given to those home movers requesting those quotes.
We care as much about our good reputation as you do yours.
Removal Reviews generate their leads by attracting home movers who are looking for the best removal companies in the UK. We have the most extensive list of reviews for Removal Companies in the UK and are constantly updating it.
Home movers come to read the reviews of Local, National, and International removal companies and to read the in-depth and exclusive home moving advice that we offer our visitors.
We ensure that our partners are registered with company house and have a good reputation. This helps reassure home movers about the legitimacy of the Removal Company and ensures that you will not be competing unfairly with unprofessional movers.
If you would like to find out more about our lead providing service, whether you need local, national or international leads, just contact us.
Bonus: How to Convert Home Removal Leads to Sales
There is definitely an art to converting leads into actual sales and below are some of our top tips for converting home moving leads into sales.
#1 Contact that customer NOW!
We send the leads to you in real time, which means the customer is next to the phone or keyboard. The quicker you contact the customer, the more likely they will be to hire your services.
Usually, a customer will book the 1st removal company to call them, make sure that Removal Company is you!
#2 Get the lead via your mobile
Not always in your office? Have the leads sent to your email address so that you can access them on your smartphone instantly. And as you will have all the customers’ contact details, you can instantly contact them.
#3 Text that customer
Texting is a great way to make the first contact with the customer as well. The conversation is instant and is often more convenient for people.
If you use lead grabbing software, some have the function to instantly respond to the lead via text or email.
#3 Nobody works weekend’s right?
Other removal companies may not have a sales team working on weekends or holidays, so use that to your advantage. Sign up that customer over the weekend so that by the time the other sales teams call on Monday, that customer has already hired you. Not only that but as other salespeople catch up with the weekends leads, you are busy selling Mondays fresh leads.
Happy customers equal good reviews which equal more customers.
#4 Tips on how to convert ‘bad leads’
It is inevitable that some leads will be ‘bad’. That’s a fact of life. But some leads that others may deem as bad, you CAN convert to sales. And if the other sales teams have ignored the lead because they think it’s bad, that leaves you with every chance of getting the sale. Here’s how……
“I am looking to hire a self-drive van” – ‘That’s understandable, most people moving home are looking for the cheapest option. But as many of our customers have found out, by the time you take into consideration van rental, fuel, insurance, moving equipment hire, and the stress of moving home yourself, they soon realize what great value for money a full-service removal company can be. Why not get a free quote from me now and then you can compare the costs against doing a move yourself?’
“Already found a removal company” – Like we said, snooze you lose. But why not offer a discount or some incentive for the customer to at least give you a chance to quote them. You already know where the person is moving to so…… ‘You have a removal company in mind? That’s a shame, I have another job in that town later that day, I could do you a great deal on your moving costs ……’
“Invalid number/email address” – Despite the fact that we have software that checks that the telephone number and email address is real, there is the possibility that the number is real, but is a petrol station for example. A quick search online of the person’s name, or email address, may bring up their real telephone number. You can also search for people in Facebook using their email address, so then you can message them directly.
“Unable to contact the customer?” – Probably because the customer works the same hours as your sales team. Why not shift your sales teams work hours a couple of hours either side of the normal working day. Don’t forget after the first failed telephone attempt to send a text and email to the customer asking what would be a convenient time to contact them.
#5 Show why a Home Mover should Choose you?
Include as many ways for the customer to contact you as possible. It will show that you are accessible and want to make it as easy as possible for your clients to communicate with you.
When you send a customer an email, make it personal but professional. Having a happy photo of the sales or customer service person, with a direct telephone number, and their direct email address will really help.
You know where the collection and delivery points are, why not link to positive reviews from past customers that have moved the same route, within your email?
This will show that you have experience of the type of work being requested of you and of course, how well you did it.
If you are registered on www.removalreviews.co.uk don’t forget to include the Registered Company Badge on all your emails, it shows you are a trusted mover.
If you are a member of one of the Removal Industry trade associations then include the logo and your membership number, it is all about demonstrating your professionalism and trustworthiness.
Listen to your customer feedback, if a particular aspect of your service was important to them, it may well be to someone else, and may just get you that sale.
And of course if you are doing your bit to save the planet, make people aware of that too, that could be the deciding factor for many people.
We hope you have found the tips above useful, and if we can be of any further assistance please do not hesitate to contact us.
*At RemovalReviews we will connect you with a professional moving company. Please note that we may not be affiliated with
and you may be speaking with another licensed provider.
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