A Guaranteed Way To Get Positive Testimonials

One of our account managers came in to my office this morning and asked me how one of his clients can get more testimonials. He's asking for them, he's giving them gift cards, he's giving them a reminder card but he is just not getting a lot. I'm certain you may be having the same issue, in fact If you were to give bad service 9 out of 10 people would leave a bad review, right? So why is it so hard to get reviews if you are giving good service? This question has the answer. You are giving GOOD SERVICE, and that's what people expect when they give you money. It's just good service, everyone gives good service. You get positive testimonials when you give exceptional service.
So what is exceptional service? Here's a hint, it's not showing up on time, fixing the customers problem, being polite, parking in the street and not in the driveway. All of these things are expected. Exceptional is a different level, it's going above and beyond the call of duty, it's being the absolute best of the best. I can't give you specific details because everybody has a somewhat different expectation of what exceptional service is. What I can tell you is that it's all about the little things, it's completing a job, cleaning up afterwards and walking through the details of what you did. It's following up the next day to make sure everything is still in working order. It's sending a hand written note in the mail thanking the customer for their service. How many of your technicians bring the morning newspaper to the customer during a morning service call? How many of you leave behind an informational paper that educates the customer about the service you just performed? Try fixing a loose cabinet handle after you just performed a garbage disposal installation. Think and preach the little things. This is how you guarantee positive testimonials.
Don't ask yourself why are they not leaving me testimonials, ask yourself what you can do to be exceptional.