LEADERS LEADING LEADERS — #AskServiceMonster 067

IN THIS EPISODE:

  • This week’s question comes from Jim: “I have 7 employees and it’s starting to drive me crazy. I have to go out on jobs, answer questions from the office, go on estimates, train my guys, manage all the activity, and try to double check everything that’s getting done. How do I find and train a good manager to help me? How much should I pay them when they’re not actually bringing in revenue?”

 

  • In addition, ServiceMonster is hosting it’s first ever Business Symposium! Come hangout with Joe and learn how to grow your business! Click the link for more information: http://bit.ly/2sXvKvb

 



#AskServiceMonster is a weekly series where we answer your service business-related questions. Have a question you’d like us to answer? Email us at ask@servicemonster.net, use the hashtag #AskServiceMonster on Twitter, or leave it in a comment on YouTube or Facebook.

IN THIS EPISODE: This week’s question comes from Jim: “I have 7 employees and it’s starting to drive me crazy. I have to go out on jobs, answer questions from the office, go on estimates, train my guys, manage all the activity, and try to double check everything that’s getting done. How do I find […]

The Power of Positive Reviews

Getting reviews is a non-negotiable must-have when you’re a small business: They can make an enormous impact on the success (or failure) of your operation. Nine times out of 10 (if not 10 times out of 10!), people search online for reviews. Whether it’s purchasing some new headphones on Amazon, or searching on Google for the best local carpet cleaner, reviews play a crucial role in determining whether a product or service is worth investing in. That’s really what it comes down to: Everyday people investing their hard-earned dollars in YOU, in exchange for you providing them with the best service possible.

Reviews can be found on several different sites, but the most popular/common review sites are Facebook, Google, and Yelp. More specific to service professionals are sites such as Angie’s List and HomeAdvisor. Having a collection of great reviews on any one (or preferably, all!) of these sites is of utmost importance to your future success. However, between wearing the many different hats of a small business owner, you may feel that worrying about getting reviews is not worth your time. This may be especially true if you have a solid base of repeat customers and rely mostly on word-of-mouth advertising.

While good word-of-mouth advertising is fantastic to have, if you really want to grow you’re going to need to start converting that word-of-mouth into tangible online reviews. Positive reviews equal more revenue.

So, how do you get good reviews?

There are several ways, but the easiest and least time-consuming way to get reviews is to simply ASK. When you’re done with a job, just ask your customer to leave a review. This could either be left open to them to decide which site to leave a review on, or, for example, you could ask specifically for a review on Facebook. A huge part of this process is being personable with your customers.

Taking the “ask” approach a step further, you can guide customers to giving you a review, either through your website or an email. One approach is to put a “Review us here!” link on your website, making sure that it is prominently displayed. This is simple to do and is a great tool for directing customers to the review site of your choice.

However, an even more effective method is to send out follow-up emails with the option for a customer to review you within the email. The general idea of this method is that within your email, you have a 5-star system, with certain stars linking to different sites. For example, the 4 and 5-star reviews may be directed to a normal review page like Facebook or Google, but the lower star reviews may be directed to a private form on your website, asking for more details from the customer. Negative reviews need to be taken seriously, and giving customers the opportunity to communicate their frustrations is essential to learning and growing as a company. You can read an in-depth post about this review method here.

Communicating with your customers post-job is a surefire way to increase your repeat rate. Even with negative reviews, you are given the opportunity to continue a dialogue and figure out what exactly needs to be done to ensure that whatever caused this bad experience will never happen again. This level of personal communication can turn a 1-star review into a 4 or 5-star review. Just remember, make sure that the review process is as simple as possible for the customer.

Here at ServiceMonster, our passion is enabling you to grow your service business. We hope you try out a few of these methods and find success with them.

Until next time!

Getting reviews is a non-negotiable must-have when you’re a small business: They can make an enormous impact on the success (or failure) of your operation. Nine times out of 10 (if not 10 times out of 10!), people search online for reviews. Whether it’s purchasing some new headphones on Amazon, or searching on Google for […]

The ServiceMonster Show (June 8, 2018): The ServiceMonster Business Symposium, OSHA Changes, and Product Updates

THIS WEEK IN SOCIAL MEDIA

THIS WEEK IN SERVICEMONSTER

  • Super Agent spots for June are full, and we’re already filling up our July spots as well
  • Annette is on her way to a conference to talk about Ontrack 6

SERVICEMONSTER PRODUCT UPDATES

  • Technician Update

THIS WEEK IN SOCIAL MEDIA Is Pinstriped the right tool for streamlining your meetings? https://mashable.com/2018/06/07/meeti… Facebook takes a page from ServiceMonster, and is planning to create it’s own news show: https://www.cnbc.com/2018/06/06/faceb… Facebook has a new way to boost marketplace posts: https://www.socialmediatoday.com/news… OSHA is making some changes: https://www.cleanlink.com/news/articl… Do you know how to manage your Millennial employees?: […]

IT’S TIME TO CHANGE THE WAY YOU LOOK FOR NEW HIRES — #AskServiceMonster 066 “Live”

 

IN THIS EPISODE:

  • This week we took a phone call from Brian Spiker. He’s made some big changes in his company lately, going from 5 employees to 0. He’s now an owner operator making more money than ever before, but he doesn’t want to stay that way. He wants to scale his business back up without making the same mistakes as before. Luckily for Brian, he’s come to the right place for answers.


#AskServiceMonster is a weekly series where we answer your service business-related questions. Have a question you’d like us to answer? Email us at ask@servicemonster.net, use the hashtag #AskServiceMonster on Twitter, or leave it in a comment on YouTube or Facebook.

  IN THIS EPISODE: This week we took a phone call from Brian Spiker. He’s made some big changes in his company lately, going from 5 employees to 0. He’s now an owner operator making more money than ever before, but he doesn’t want to stay that way. He wants to scale his business back […]

ServiceMonster 6.2.6 Release Notes


Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release.

Date of release: June 5, 2018

For information on previous releases, please visit the release notes archive.

New to ServiceMonster? Try it now!

Features

  • (3399) Leads. There’s an existing option to merge lead information to an existing account.
  • (3544) Declining Leads. Users must void an attached order (not delete) in order to decline leads.
  • (3577) Help/Info Message. A help/info message was added to image select dialogues.
  • (3599) Order Screen. When saving an order that has a ‘blank’ quantity, it saves blank and not ‘0’.

Fixes

  • (3504) OnTrack6 corporate email templates now display correctly and can be used.
  • (3408) The Quick Add lead source magnifying glass lays below the line item drop down instead of underneath. 
  • (3411) The Opportunity Activities Newsfeed now  displays employee image.
  • (3461) & (3578) Searching for order forms in print settings no longer throws an error message.
  • (3502) Under Settings, users are required to have a default print order option. 
  • (3513) If user checks email and/or text confirmation in Quick Add, ServiceMonster 6 now requires an email and/or phone number.
  • (3515) In Orders, deleting a line item no longer deletes the line item above it.
  • (3527) & (3591) In Orders > Accounting > Export History, the Stripe payment record reference number no longer overlaps adjoining fields.
  • (3532) In Orders and/or Invoices, there’s no longer an error message when selecting the payments tab. 
  • (3534) In Leads > Opportunities > New Order, no longer an error message when saving and closing a new order on the Opportunity’s page. 
  • (3540) In Scheduling > Reminders, the reminder modal no longer pops up when clicking on the account name. 
  • (3548) ServiceMonster 6 searches Accounts by first AND last name to find Accounts listed in any format (even last, first).
  • (3555) In Orders, the quantity in Tips defaults to 1.
  • (3559) In Orders, Tips Collected now displays in the Totals area.
  • (3560) Users can add a tip to an invoice and the system now automatically changes the totals. 
  • (3575) Add Tip button is now disabled for voided orders.
  • (3582) In Orders, when users change the Tip amount on the line items editor, the Tip total now updates. 
  • (3587) In Orders, payment screen no longer opens an error message.
  • (3589) Orders with no Tip applied now show $0.00 in the Tip total line (instead of blank).

Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release. Date of release: June 5, 2018 For information on previous releases, please visit the release notes archive. New to ServiceMonster? Try it now! Features (3399) Leads. There’s an existing option to merge lead information to an existing account. (3544) Declining […]

Technician 1.0.13 Release

Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release.

Date of release: June 5, 2018

For information on previous releases, please visit the release notes archive.

New to ServiceMonster? Try it now!

Download the ServiceMonster Technician Android app

Download the ServiceMonster Technician iOS app

Features

  • (3583) Customer Review ‘Wizard’ – Clicking the ‘Next’ button on the Customer review screen will now lead to further tasks the customer may need to complete. This will only show the payments and tips options if credit card payments are available.
  • (3556) Change Tax Rate – Users can now choose different tax rates on the Order Edit screen.
  • (3628) Default Tips – The default tip amounts are now dollar amounts rather than percentages as this style of tipping is more common in this industry.
  • (3537) Returned the email button to the Job Completion screen.
  • (3596) Improved Google Analytics collection of anonymous data.

Fixes

  • (3471) Line items in the History Order view now show quantity and total.
  • (3581) Dots on schedule now fetch properly and only show for appropriate tasks/jobs.
  • (3629) Fixed the way commercial client names are displayed on the home screen job cards.
  • (3584) Stability and speed improvements
  • Various UI bug fixes

Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release. Date of release: June 5, 2018 For information on previous releases, please visit the release notes archive. New to ServiceMonster? Try it now! Download the ServiceMonster Technician Android app Download the ServiceMonster Technician iOS app Features (3583) Customer […]

The ServiceMonster Show (June 1, 2018): Snapchat Ads, More Training Videos, SM6 Update

THIS WEEK IN SOCIAL MEDIA

  • An app to help you find the cleanest bathroom?
  • Is Debut the replacement to LinkedIn?
  • Snapchat is making unskippable ads!
  • Facebook is the old people social media platform now!

THIS WEEK IN SERVICEMONSTER

  • Our replacement for Megan is here! And his name is Michael!
  • More Training Videos coming soon!

SERVICEMONSTER PRODUCT UPDATES

  • ServiceMonster 6.2.6 is out!

 


The ServiceMonster Show is a place for us to share what’s been happening on social media, as well as what’s new in ServiceMonster and ServiceMonster Mobile.

THIS WEEK IN SOCIAL MEDIA An app to help you find the cleanest bathroom? Is Debut the replacement to LinkedIn? Snapchat is making unskippable ads! Facebook is the old people social media platform now! THIS WEEK IN SERVICEMONSTER Our replacement for Megan is here! And his name is Michael! More Training Videos coming soon! SERVICEMONSTER […]

Technician 1.0.9 Release


Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release.

Date of release: May 14, 2018

For information on previous releases, please visit the release notes archive.

New to ServiceMonster? Try it now!

Download the ServiceMonster Technician Android app

Download the ServiceMonster Technician iOS app

Features

  • (3350) Tips. Technician now includes an easy way to collect tips from customers. From the payment window, select “Add Tip to Order.” From there, a tip can be entered by the employee or customer based on percentage or custom amount.
  • (3518) Customer Review Screen. We’ve developed a new screen designed to be an easy place for the customer to review the invoice for an order. From the Job Completion screen, tap the new “Customer Review” button. There is also a button on this screen that leads to the new tip window.
  • (3349) Calendar Upgrade. The calendar now shows indicator dots on days which have jobs assigned to the user. This allows you to see which days have jobs at a glance.

Fixes

  • (3355) The commissions UI now filters out estimates and voided orders. 
  • (3370) The Favorites tab now properly shows all types of line items.
  • (3508) Fixed an issue with line items not refreshing properly.
  • Various UI Bug Fixes.

Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release. Date of release: May 14, 2018 For information on previous releases, please visit the release notes archive. New to ServiceMonster? Try it now! Download the ServiceMonster Technician Android app Download the ServiceMonster Technician iOS app Features (3350) Tips. Technician now […]

ServiceMonster 6.2.5 Release Notes


Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release.

Date of release: May 9, 2018

For information on previous releases, please visit the release notes archive.

New to ServiceMonster? Try it now!

Features

  • (3172) Tips. You can now track and pay out Tips to make sure no Taxes, Upsell and Discounts get applied to Tips.
  • (3189) Webforms. Email required is a setting option for Webforms.
  • (3376) Lead Sheet. Next Job Date now links to Schedule with Job Selected.
  • (3378) & (2730) Copy Notes. You can now copy notes in Account Activities set to notes, Order Memo/Notes, and Job Notes.
  • (3381) Recurring Jobs. Creating a new recurrence, users are able to set default lead source for recurring jobs.
  • (3384) Address Line 2. Address Line 2 shows up wherever the customer’s address is listed.
  • (3385) Favorites Added. Added a Favorites section to the Bulk Add modal.
  • (3420) Lead Dialogue Update.  You can right click all links in the lead dialogue and they will open in another tab.
  • (3422) Lead Sheet. Lead Sheets show Opportunity related to the Lead.
  • (3423) & (3454) Complete Flag for Leads. Added a Complete flag  on the Lead Record.
  • (3424) Activities Tab in Lead Modal. Activities tab was added to the Lead Modal.
  • (3425) Opportunity. Added Lead Information to the Opportunities Page.
  • (3426) Copy Lead Source. New check box added to Opportunity sidecar: “Copy to new orders.”
  • (3427) New Opportunity Modal.  Clicking New Opportunity opens New Opportunity modal.
  • (3476) SMS Modal. Phone numbers from account can be selected on SMS modal from Job window.
  • (3509) Opportunity. First order created for Opportunity will also be set on the Lead record associated with the Opportunity.

Fixes

  • (2855) Webforms settings from SM6 are saving. Settings for Webforms were managed from from SM5.
  • (2953) ServiceMonster 6 schedule no longer breaks if synced Google calendar is deleted. 
  • (3106) In Credit Memos, we replaced Payment Type field with Credit Group field .
  • (3265) Quick Add Possible Matches displays more than 9-10 matches and are in alphabetical order.
  • (3274) Added the option to split an already existing payment in ServiceMonster 6. 
  • (3287) Reset/clear button now available when searching in Marketplace. 
  • (3288) Orders require lead source highlights the Lead Source field if company settings require the record.
  • (3295) Cancelling jobs on the Schedule creates an audit record.
  • (3306) The Quick Add Confirmation Missing Required Items Modal now specifies what’s missing.
  • (3311) Discount calculation issues resolved in Orders. 
  • (3333) Option added to reactivate dismissed reminders and commit them to a work order or invoice.
  • (3366) New Activities (Calls, Tasks, and Mail) default to Pending, not Complete.
  • (3371) Change the technicians on a job even after clicking Save on the job modal.
  • (3386) ‘Forms’ button on Orders is now only available in corporate accounts. 
  • (3405) When a new lead is created, the company name you entered auto populates the company name field in account details.
  • (3421) Lead Next Job Date.  The next job date is no longer cached between leads.
  • (3442) In Payments, the Stripe credit card modal now pops up. 
  • (3443) In the Quick Add, when a new account is created without an address, the Possible Matches does not suggest an account match with another account with no address.
  • (3447) Accounts History records are not loading when changing filter to either Open Transactions or Open Payments.
  • (3449) Drip Campaigns show all results displays all results instead of 100.
  • (3460) Site breadcrumbs were not allowing users to navigate back to the site record after going to order from site.
  • (3482) Can open other Orders after opening an initial Order under All Orders list.
  • (3495) Quick Add Lead Source for Account lookup now shows all accounts instead a limited list.

Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release. Date of release: May 9, 2018 For information on previous releases, please visit the release notes archive. New to ServiceMonster? Try it now! Features (3172) Tips. You can now track and pay out Tips to make sure no Taxes, Upsell […]

The ServiceMonster Show (May 4, 2018): Han Solo, ServiceMonster Help and Video Site Updates, Hotfix

THIS WEEK IN SOCIAL MEDIA:

THIS WEEK IN SERVICEMONSTER

  • Help site and video updates.
  • Cancellations: they hurt, but we know why.

SERVICEMONSTER PRODUCT UPDATES

  • 1.0.8 Mobile Technician Release Video.
  • 6.2.4.10 Hotfix.

The ServiceMonster Show is a place for us to share what’s been happening on social media, as well as what’s new in ServiceMonster and ServiceMonster Mobile.

the-servicemonster-show-may4

THIS WEEK IN SOCIAL MEDIA: Instagram is getting video calling: https://www.theverge.com/2018/5/1/17306170/instagram-video-calls-explore-search Han Solo is coming back to the silver screen!: https://screenrant.com/han-solo-movie-box-office-predictions-star-wars Marketing to Millennials: http://www.cleaningbusinesstoday.com/blog/how-to-advertise-your-cleaning-business-to-millennials-1 THIS WEEK IN SERVICEMONSTER Help site and video updates. Cancellations: they hurt, but we know why. SERVICEMONSTER PRODUCT UPDATES 1.0.8 Mobile Technician Release Video. 6.2.4.10 Hotfix. The ServiceMonster Show is […]