Today's Guest

To compete in a crowded market you need to focus on building your reputation one customer interaction at a time. We sat down with Yvonne Casity of JC Sewer & Drain to hear the ins and outs of how they manage their online reputation and customer experience.

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Episode Summary

We are a tight-knit family-owned business that prioritizes strong ethics and review worthy service. Reviews are so important to building a strong reputation and the customer experience starts the moment a service request comes in. Once the service has been completed we follow up by email and phone to ensure our customers are satisfied. Most customers are willing to leave a review if you ask them and make it easy to do so. 

I would say 90% of our advertising is online, we find a lot of success using social media and email marketing. We used targeted campaigns to reach our desired audience when they are looking for our services. Offering a small discount on the service is an effective way to get a prospect to engage. 

Our CRM tool provides one centralized place to track customer interactions and it helps us provide a personalized customer experience. From the conversation history and invoices to payment processing and follow-up reminders. 

Resources Shared

• JC Sewer & Drain 
• Thryv
• QuickBooks
  

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