Over the months I have had quite a few ServiceM8 clients telling me that they had too much 5* Feedback, and they felt that it was not benefiting their businesses because it did not mean anything externally to ServiceM8..
This is a really interesting dilemma, and ServiceM8 did start to address this in their 2020 update by introducing an automated Facebook/Google review request for all 4/5*Feedback that was received. In our view this is a great development, however just because the system auto requests reviews on external platforms – does not mean the clients will do anything with it. (Some clients also set a reminder Badge with another review link that means more to them.)
I have also heard clients talking about wanting clients to post a short video of their amazing work onto Facebook or Instagram, and tagging the business in.. Again this is unlikely to happen unless there is a rock solid plan and process in place – along side an incredible social media presence!
Thinking more about the issues that have been raised around Feedback, Reviews, and Social Media engagement, there may be a way to get more from Feedback!?
We are currently working with a ServiceM8 user to get more form their five star Feedback, increase social media engagement with pictures/video engagement, and THANK and reward their amazing customers that have spent hard earned cash with them, plus taken the time to provide valuable Feedback..
..Enter the Feedback Goldfish Bowl!
The way this is designed to work is to:-
- Write the first name and the Job Number that the Feedback was received in, onto a gold star;
- Film the activity (<30 sec) of putting the the gold star into a goldfish bowl, and take a picture;
- Send the video and picture to the client, pointing them at a landing page to tell them what happens when there are 100 stars in the bowl;
- Post the activity on Social Media;
- Whenever there are 100 stars in the bowl, or at the end of ever month/Qtr – a prize draw can be held, whereby a lucky customer (that has provided Feedback) is rewarded!
- The goldfish bowl is then emptied, and the stars are stuck onto a ‘Feedback Wall’ which is in a prominent position, and visible to new prospects and customers.
* Taking the video and picture in the ServiceM8 Job also means it is super simple to send to client, and there is also evidence that this has been done, applying a badge also allows the tracking of the number of gold stars in the bowl.
** Using a ‘lumpy’ gold star, would also mean that it would create more visual impact in the goldfish bowl.
This is the first draft of this plan and process, the beauty of any idea that is created is the ability for it to morph and grow when it is tried and tested. We are looking forward to seeing the results.
Have you felt that you have too much 5* Feedback in ServiceM8 – would you try something like this?
If you get a moment check out the one full star review that we had to share!