Did you know that online review sites like Yelp and Angie’s List help plumbers in South Pasadena increase customer satisfaction and offer better plumbing solutions. For these reasons, we always encourage our customers to leave reviews after receiving plumbing service.

Some plumbing companies are scared of being reviewed, but not us. We see them as a way to reach other customers while improving our customers’ experiences.

Online Reviews Are a Win-Win Situation

Potential customers use online review sites to find plumbers just as often as they seek personal referrals. In fact, these days, consumers rate review sites as credible as word-of-mouth referrals. When potential customers visit a review site, they are searching for customer reviews, but also the following information:

• Service area
• Contact info
• Operating hours
• Pictures
• Special offers

Having this information in one place empowers customers to make a decision quickly so they can get their drains cleared, water heaters installed, or whatever plumbing service they need.

From a business perspective, online reviews can encourage plumbers to always bring their A-game and increase their industry knowledge to better serve their customer base. It’s also a great way to take advantage of free advertising. Plumbing companies like ours that have detailed review sites not only generate leads, but can convert those leads to new customers right away.

Plumbing Companies Should Respond to Online Reviews

We know that it’s important to take notice of all reviews to improve customer relations.

We appreciate that our customers take the time to tell us about their experience. Good, bad, or indifferent, we take notice.

Plumbing companies can improve their customer satisfaction ratings on online review sites by addressing concerns right away. Creating a dialogue with a previous customer can clear up miscommunication and shows potential customers that this is a company that values their customer’s experiences.

Actively reviewing customer comments also helps plumbing companies determine what their customers’ needs are now and in the future. This is powerful, revenue-generating information that companies can use to add skills and tools to the business that will benefit customers in the long-run.

Plumbing services in South Pasadena like ours that take notice of reviews often discover new ways to serve their customers. For example, online reviews have helped us do the following:

• Discover communities that are underserved
• Find there is a need for 24-hour plumbing service
• Learn that our customers want faster, effective plumbing solutions like hydro-jetting drain cleaning

These are just a few examples of how online review sites are bridging the gap between the customer and plumbing companies.

Word of Caution

We know that word-of-mouth is not enough to sustain a business in a crowded industry. What allows a plumbing company to thrive is superior customer service, first-rate technology, expertise, and an online reputation.

Unfortunately, not all plumbing companies’ online reputations can be trusted.

It’s common knowledge in the home service industry that some companies will pay for 5-star reviews. These reviews are posted by people who may or may not have had any direct contact with the company. Which is why consumers need to be wary of companies with so-called perfect reviews.

How can potential customers avoid being duped by online reviews? We suggest looking at several sites to compare reviews. Consistent reviews written by actual customers that detail the services received and are written fairly well are the most trustworthy. If a company has 100+ Yelp reviews with an average score of around 4.5, that’s a company to consider.

My South Pasadena Plumber Hero offers 24-hour emergency drain and rooter service for homes and businesses in the area. To learn more about the company, check out our online reviews and then give us a call. We’re always happy to meet new customers and get them expert plumbing services they deserve.