<span class="hide-blog-title">The Franchise Informant</span>A resource for National Property Inspections and Global Property Inspections franchisees, aspiring entrepreneurs and real estate professionals.https://npifranchise.com/Blog/PostsHow To Respond To A Frustrated Clienthttps://npifranchise.com/Blog/Posts/PostId/1439/how-to-respond-to-a-frustrated-clientBusiness Tips,Inspection TipsTue, 27 Dec 2022 16:04:00 GMT<p><span style="font-size:26px;"><strong><span style="line-height: 1;">HOW TO RESPOND TO A FRUSTRATED CLIENT</span></strong></span><br /> <em class="fa fa-calendar"></em> December 27, 2022 | <em class="fa fa-folder-open"></em> <a href="https://npifranchise.com/Blog/Posts?Category=business-tips">Business Tips</a>, <a href="https://npifranchise.com/Blog/Posts?Category=inspection-tips">Inspection Tips</a> | <em class="fa fa-tags"></em> <a href="https://npifranchise.com/Blog/Posts/Tag/client-satisfaction">client satisfaction</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/inspection-industry">inspection industry</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/small-business">small business</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/facebook">Facebook</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/google-my-business">Google My Business</a></p> <p><span class="emphasis-primary">By Zach Vesper, <em>NPI, Inc.'s Senior SEO and Marketing Strategist</em></span></p> <p>Everyone has been there. Something did not go as planned, and the irritation in your client’s voice is obvious. Maybe you even made an honest mistake at some point in the process. Obviously, nobody is perfect. At some point in your career, you’ll miss a callout, or you’ll simply have to work with someone who behaves unreasonably.</p> <p>Conflict is a natural part of running a business. Though there are plenty of strategies that you could employ to avoid it in the first place, sometimes friction is unavoidable. You’ve found yourself there, and the question is, what do you do now?</p> <p>According to the White House Office of Consumer Affairs, the average disgruntled client shares their experience with 9 to 15 other people, and 13% of dissatisfied people tell more than 20. Addressing frustration is one of the most important things a small business owner needs to learn. Let’s review a few go-to tips to de-escalate frustrated clients, whether in-person or online.</p> <p><span class="emphasis-secondary">Remember To Keep Calm </span><br /> Whenever you encounter a client whose experience did not line up with their expectations, it is important to stay calm. Tensions can easily rise over the phone or in person, and rash reactions will always lead to regret. Do not match an angry comment with one of your own. Your professionalism and calm demeanor will be contagious, leading to a much easier resolution process.</p> <p>This rule applies to every sort of encounter, whether in person, while replying to emails, or during a response to a negative review. A good strategy that you can employ while responding in writing is to make sure you sign your name at the end. If doing so makes you want to pause, it might be time to go back and make some edits. Take ownership for your statements and react with professionalism as a standard. You will thank yourself later.</p> <p><span class="emphasis-secondary">Listen and Take Notes </span><br /> Since you are able to keep your own emotions in check, listening to your client’s concerns will be much easier. While some clients may come to the table behaving in a way that may seem irrational, realize the value that their complaint can provide for your business. <a class="color-secondary" href="https://www.superoffice.com/blog/customer-complaints-good-for-business/" target="_blank">According to a report released by customer service experts at Super Office</a>, only 1 in 26 unhappy clients will voice their dissatisfaction. While no one wants their clients to be frustrated, it can provide great information about how you conduct your business.</p> <p>Maybe there is a process that you have been using that could be improved. Or, maybe you have a way of speaking that is easily misunderstood. This feedback can be an opportunity to make your product better or improve the way you conduct your business.</p> <p>Be active and purposeful as you listen to your client’s concerns. Note down each aspect of their frustration, so that you can address them item by item. This is, admittedly, much easier to accomplish when replying to a review or responding to an email. However, do your best to take each concern seriously and address them on their own merits. And as a last note, remember to thank your client for the feedback! When applied correctly, it can end up improving your business, and it builds trust with your frustrated client.</p> <p><span class="emphasis-secondary">Show Empathy For Their Situation </span><br /> Some of these actions are easier said than done, but remember not to take any anger personally. Their frustration is attached to the situation, and sometimes it stems from circumstances totally outside of your service. Be quick to give your client the benefit of the doubt, and do your best to see things from their perspective. Again, this can be difficult, especially when dealing with clients who seem irrational. However, sincerity can go a long way toward repairing a messy situation.</p> <p>One helpful tip that you can keep in mind is to remember that you are an expert in the industry and, usually, you will be working with someone with very little experience regarding the home inspection Standards of Practice. Be patient, and explain things more than once when necessary, allowing for a generous interpretation for your client’s feelings.</p> <p><span class="emphasis-secondary">Address The Issue </span><br /> Once you have fielded the complaint with tact, you will be ready to address the issue. This is where you can really bring a strong response home and de-escalate the situation. Sometimes frustrations can come from simple misunderstandings or miscommunications, and resolution can simply come from reaching out.</p> <p>In your response, be sure to speak clearly. Use language that is easy to understand for beginners (while avoiding condescension), and rely on the facts and data that you have on hand. Clear, tangible evidence should do the work for you in bringing understanding for the parties involved. While it is important to sympathize with your client’s frustrations, be careful not to admit fault with liability in mind. Reserve apologies for when you can rectify the situation (if necessary).</p> <p>If possible, exceed expectations when addressing a concern. Going above and beyond to mend a relationship that has been hurt can transform a negative review potentially into a powerful advocate for your services. Still, when having a conversation on a public forum, your goal should be to take things offline as quickly as possible. Hashing out a disagreement with random spectators present can look as bad online as it does in public.</p> <p><span class="emphasis-secondary">When In Doubt, Seek Help! </span><br /> While you can utilize all of these tips on your own, feel free to reach out from the beginning! Your marketing team is happy to help out with any difficult discussions that you might be anticipating. With your NPI franchise, you gain a team that can advocate on your behalf - and we have plenty of experience crafting copy to address all sorts of scenarios. Contact Zach at <a class="color-secondary" href="mailto:Zach.Vesper@npiweb.com" target="_blank">Zach.Vesper@npiweb.com</a> for expert advice on your tone and language, or to just have another pair of eyes on your responses.</p> <p><em>If you are interested in becoming a small business owner, <a class="color-secondary" href="https://npifranchise.com/learn-more">check out our free information packet</a> for more details on franchising with National Property Inspections!</em></p> <p> </p> <div class="row"> <div class="col-sm-3"><img src="https://www.npifranchise.com/Portals/npicorp2/Assets/Blog/zach-05.jpg?ver=2019-03-11-152018-130" width="100%" /></div> <div class="col-sm-9"><span class="emphasis-secondary" style="font-size: 130%">About the Author</span><br /> <span class="emphasis-primary">Zach Vesper, <em>Senior SEO and Marketing Strategist</em></span><br /> Zach brings more than six years of SEO experience to the table, making him your go-to web optimization specialist--he knows how to help your website reach the first page! He's always more than happy to answer your questions about all things Google. Zach is a film buff, an old-fashioned connoisseur and an avid reader of science fiction. When he’s not working, he’s hanging out with his wife, Stepha.</div> </div> 1439Best Ways to Ask for Reviewshttps://npifranchise.com/Blog/Posts/PostId/1251/best-ways-to-ask-for-reviewsBusiness Tips,Marketing,Social MediaTue, 15 Jun 2021 16:55:00 GMT<p><span style="font-size:26px;"><strong><span style="line-height: 1;">BEST WAYS TO ASK FOR REVIEWS </span></strong></span><br /> <em class="fa fa-calendar"></em> June 15, 2021 | <em class="fa fa-folder-open"></em> <a href="https://npifranchise.com/Blog/Posts?Category=business-tips">Business Tips</a>, <a href="https://npifranchise.com/Blog/Posts?Category=marketing">Marketing</a>, <a href="https://npifranchise.com/Blog/Posts?Category=social-media">Social Media</a> | <em class="fa fa-tags"></em> <a href="https://npifranchise.com/Blog/Posts/Tag/networking">networking</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/business-growth">business growth</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/Google">Google</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/Google-My-Business">Google My Business</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/seo">SEO</a></p> <p><span class="emphasis-primary">By Zach Vesper, <em>NPI, Inc.'s SEO and Marketing Specialist</em></span></p> <p>It can’t be stressed enough how essential review gathering is to forming a strong presence for your business online. Living in the digital age, you have to take advantage of it or risk being left behind. Especially as younger generations, namely Millennials, are hitting the age where they’re ready to buy a home, reviews are a necessity. If it’s been a while since you’ve marketed for reviews or if you haven’t ever started, here are a few ways to get the ball rolling.</p> <p><span class="emphasis-secondary">Why do you need to stay connected? </span><br /> So how important are reviews in someone’s final decision? Great question! <a class="color-secondary" href="https://npifranchise.com/Blog/Posts/tips-on-marketing-to-millennials">While Millennials do tend to be more plugged in</a>, the general statistic for people that make a choice on who to do business with based on reviews alone is <strong>over 90%</strong>. Over 80% trust them like a personal recommendation, and nearly 70% decide whether you’re a quality business in as little as 3 reviews. That means you don’t have much time to make a great first impression. Not only are positive reviews important, but stockpiling them is as well. If you only have low-star reviews, a handful of reviews, or none at all, it could cause potential clients to pass you by in favor of an inspector that appears more experienced.</p> <p><span class="emphasis-secondary">Ask with a personalized note. </span><br /> While technology helps in a lot of ways, a certain sense of connection is lost. A handwritten note can add that missing appreciation along with that personal feel. Thank the customer for choosing you and let them know how much you value their business. Also mention how you’d be happy to work together in the future! They’ll feel like they’re a priority in your business, creating a strong customer relationship.</p> <p><span class="emphasis-secondary">Get a verbal commitment. </span><br /> People are much more likely to follow through on something after you ask for their word. If you can, get a customer to verbally promise that they’ll leave you a review. It’s a simple psychological trick that makes people do what they say they will! Getting a clear answer will mean you aren’t left in limbo as well. You won’t have to waste time worrying about whether or not they’ll leave you a review, which takes focus off your business.</p> <p><span class="emphasis-secondary">Automate your review process when possible. </span><br /> To make the process smoother and take one more thing off your plate, automation is your best friend. It’ll take care of the guesswork of tracking what’s been sent out and what still needs to be. You can set up notifications that’ll allow you to see when you get a new review to quickly respond to it. Maintaining an active listing is a great way to put your best foot forward!</p> <p><em>Are you interested in automating your review process? Contact Zach Vesper at <a href="mailto:Zach.Vesper@npiweb.com">Zach.Vesper@npiweb.com</a> to learn more!</em></p> <p> </p> <div class="row"> <div class="col-sm-3"><img src="https://www.npifranchise.com/Portals/npicorp2/Assets/Blog/zach-05.jpg?ver=2019-03-11-152018-130" width="100%" /></div> <div class="col-sm-9"><span class="emphasis-secondary" style="font-size: 130%">About the Author</span><br /> <span class="emphasis-primary">Zach Vesper, <em>SEO and Marketing Specialist</em></span><br /> Zach brings more than six years of SEO experience to the table, making him your go-to web optimization specialist--he knows how to help your website reach the first page! He's always more than happy to answer your questions about all things Google. Zach is a film buff, an old-fashioned connoisseur and an avid reader of science fiction. When he’s not working, he’s hanging out with his wife, Stepha, and basset hound, Frank.</div> </div> 1251Integrating Google Posts on Your GMB Listinghttps://npifranchise.com/Blog/Posts/PostId/888/integrating-google-posts-on-your-gmb-listingBusiness Tips,Marketing,Social MediaTue, 27 Oct 2020 19:30:00 GMT<p><span style="font-size:26px;"><strong><span style="line-height: 1;">INTEGRATING GOOGLE POSTS ON YOUR GMB LISTING</span></strong></span><br /> <em class="fa fa-calendar"></em> October 27, 2020 | <em class="fa fa-folder-open"></em> <a href="https://npifranchise.com/Blog/Posts?Category=business-tips">Business Tips</a>, <a href="https://npifranchise.com/Blog/Posts?Category=marketing">Marketing</a>, <a href="https://npifranchise.com/Blog/Posts?Category=social-media">Social Media</a> | <em class="fa fa-tags"></em> <a href="https://npifranchise.com/Blog/Posts/Tag/business-growth">business growth</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/google">Google</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/google-my-business">Google My Business</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/seo">SEO</a></p> <p><span class="emphasis-primary">By Zach Vesper, <em>NPI, Inc.'s SEO & Marketing Specialist</em></span></p> <p>Your Google My Business listing plays a key role in growing your business, and it’s important to know how to get the most out of it. There are many nuances with a GMB listing, but knowing each aspect will help with converting clicks to clients. One underused feature that Google offers for listings is the “Posts” section.</p> <p><span class="emphasis-secondary">What the Post Feature Does </span><br /> Integrating the Google Posts feature on your listing gives you a more well-rounded business profile. Along with linking to your web page and providing updated hours, posting on your GMB lets clients know what you’re up to. They get a better understanding of the work that you do by seeing it come directly from you. Being able to communicate effectively through Posts acts as an ice-breaker between you and a customer before you even meet.</p> <p><span class="emphasis-secondary">Google Posts + SEO </span><br /> You’ve probably heard how Search Engine Optimization (SEO) contributes to customers finding your business through Google Search. Having the Posts feature enabled on your listing will increase traffic to your site and boost your SEO ranking. Google likes to “reward” those that are active on the site, and posts is a great way to let them know you’re making an effort to use all of your GMB’s features to their full potential.</p> <p><span class="emphasis-secondary">Creating Content </span><br /> When it comes to creating the post itself, Google allows you to upload videos, photos and even GIFs. You should tie these visuals into a memorable message. There are a variety of topics that make for eye-catching posts, but here are four top choices:</p> <ul> <li><strong>Announcements</strong>: These can be used to inform customers about changes to your business procedures. Accompanied with a well-designed graphic or photo, an update about your business will let people stay informed. </li> <li><strong>Deals</strong>: Everyone loves a discount, and posting about a deal on your listing is sure to garner attention. Specify the details of the special you’re running, and include either a link to follow or a coupon to print out. </li> <li><strong>Events</strong>: Whether you’re hosting or going to an event, a Google post can attract additional attendees. Let them know the details, and possibly provide a way to RSVP. It’s good to post follow-up reminders about upcoming events as well. </li> <li><strong>Products or Services</strong>: If you want to show off a new product you have or service you’ve added, a post is the perfect place for it. Clients will see you’re a growing company, and will be inclined to learn more.<br />  </li> </ul> <p><span class="emphasis-secondary">Creating an Effective Post </span><br /> <a class="color-secondary" href="https://support.google.com/business/answer/7390603?hl=en" target="_blank">Google has a list of tips</a> to follow when you’re creating a post. Staying within these guidelines is sure to get you the most out of your listing.</p> <ol> <li>Determine the content of your post, whether it be an event, giveaway or special offer. Think about what you want your customers to do in response to your post. </li> <li>Make sure that all your videos and photos are high quality, and in the correct format. </li> <li>Keep your titles short and to the point. Per Google’s information page, they allow “4-5 words, or around 58 characters in your title.” </li> <li>Your descriptions can be longer, but Google still recommends keeping things under 300 characters. </li> <li>Wrap things up with a call to action for the customer.<br />  </li> </ol> <p><span class="emphasis-secondary">Keep Posts Current </span><br /> The default length a post will stay on Google before it’s archived is seven days, but you can set a date range to keep it up longer. As you swap out different offers, remember to update whatever postings you’re running. Regularly check to see if the information is accurate or needs to be changed within the description and on any graphics you have. If you have posts that link to pages on your site, test that the links still work properly.</p> <p><span class="emphasis-secondary">Track Your Posts </span><br /> Knowing how well your advertising is doing as a small business owner is crucial. If you don’t adjust your plan to match your target audience, you’re basically stuck in the mud. <a class="color-secondary" href="https://support.google.com/business/answer/7439496?hl=en&ref_topic=7343035" target="_blank">Google shows you your post’s analytics</a>, which in turn allows you to fine-tune your approach. See what your customers like, and keep putting it in front of them. About half of business owners don’t know how to fully utilize GMB Posts, if they know about them at all. This is just one small trick you can use to stand out from your competition.</p> <p> </p> <p><span class="emphasis-primary">Start a home inspection business with National Property Inspections.</span><br /> Are you interesting in starting a home and commercial property inspection business? Visit <a class="color-secondary" href="https://www.npifranchise.com/">npifranchise.com</a> for more information, or call 1-800-333-9807.</p> <p> </p> <div class="row"> <div class="col-sm-3"><img src="https://www.npifranchise.com/Portals/npicorp2/Assets/Blog/zach-05.jpg?ver=2019-03-11-152018-130" width="100%" /></div> <div class="col-sm-9"><span class="emphasis-secondary" style="font-size: 130%">About the Author</span><br /> <span class="emphasis-primary">Zach Vesper, <em>SEO and Marketing Specialist</em></span><br /> Zach brings more than six years of SEO experience to the table, making him your go-to web optimization specialist--he knows how to help your website reach the first page! He's always more than happy to answer your questions about all things Google. Zach is a film buff, an old-fashioned connoisseur and an avid reader of science fiction. When he’s not working, he’s hanging out with his wife, Stepha, and basset hound, Frank.</div> </div> 888Benefits of a Google My Business Listinghttps://npifranchise.com/Blog/Posts/PostId/845/benefits-of-a-google-my-business-listingBusiness Tips,MarketingThu, 06 Aug 2020 14:11:49 GMT<p><span style="font-size:26px;"><strong><span style="line-height: 1;">BENEFITS OF A GOOGLE MY BUSINESS LISTING</span></strong></span><br /> <em class="fa fa-calendar"></em> August 6, 2020 | <em class="fa fa-folder-open"></em> <a href="https://npifranchise.com/Blog/Posts?Category=business-tips">Business Tips</a>, <a href="https://npifranchise.com/Blog/Posts?Category=marketing">Marketing</a> | <em class="fa fa-tags"></em> <a href="https://npifranchise.com/Blog/Posts/Tag/client-satisfaction">client satisfaction</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/digital-marketing">digital marketing</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/google-my-business">Google My Business</a>, <a href="https://npifranchise.com/Blog/Posts/Tag/networking">networking</a></p> <p><span class="emphasis-primary">By Adam Kiesel, <em>NPI, Inc.'s Digital Marketing Assistant</em></span></p> <p>Getting your name out to customers has never been easier than it is right now. Thanks to digital media, you can easily post content to reach potential clients. In addition to utilizing tools like social media, you can integrate a Google listing to further draw traffic to your business website. So what benefits does a Google My Business listing have to offer? Keep reading to learn more.</p> <p><span class="emphasis-secondary"> What is Google My Business? </span><br /> Google My Business (or GMB) is a free service that helps business owners promote their services to local customers. Using GMB’s suite of tools and features, you can easily manage how you appeal to prospective clients. In a way, GMB is today’s version of the Yellow Pages, which means that if you have a listing, anyone with an internet connection can find you. Almost half of people who search for a business are trying to find goods and services in their immediate vicinity. Showing up near the top of Google My Business local listings goes a long way in putting you ahead of the competition.</p> <p><span class="emphasis-secondary">Customers Can See Your Location </span><br /> As mentioned above, a large portion of those searching for specific services want to hire a company relatively close to them. You’ve probably noticed this yourself if you’ve searched for a restaurant or movie theater. The businesses in closest proximity to your location show up towards the top. You can also see ratings, reviews, hours and website links. Setting a service area in your Google My Business allows you to advertise to those closest to you.</p> <p><span class="emphasis-secondary">Build Trust Early On </span><br /> Important to any business owner is building rapport with customers to ensure a long-lasting relationship. GMB lets you do just that before you even meet the customer in person, and it’s important to make a great impression right away. For example, most people searching online are going to be wary of a business listing that doesn’t have hours or a website listed. At best, they may make a premature judgment about your professionalism as a small business owner. At worst, they may assume the listing is outdated and you aren’t in business anymore. By filling out your GMB profile completely, you can begin to earn your clients’ trust from their first Google search.</p> <p><span class="emphasis-secondary">Boost Traffic to Your Site </span><br /> Having a GMB listing can drastically increase traffic to your website. If you don’t have a listing, you’ll need to rely solely on organic search results for visibility.. With a Google My Business listing, when a customer uses the search term “home inspector near me,” any business that matches that description in their area will automatically populate. The more interactions you have and reviews you collect, the higher you can appear in the “local pack,” or short index of same-category GMB listings that appear at the top of search results. The higher you are on the page, the greater your chances of receiving a website click and being considered for hire.</p> <p><span class="emphasis-secondary">Gather Insights</span><br /> A highly useful feature of your GMB listing is Insights, your key to analyzing your listing’s performance. You can see how many people are viewing and interacting with certain posts, what sorts of terms people are searching for and a breakdown of demographic segments of accounts for your primary audience. Most importantly, you can see the number of clicks your website link receives. This information helps you optimize your listing, and even cater your marketing to customers.</p> <p><span class="emphasis-secondary">It’s Free and Easy! </span><br /> Perhaps the best draw to signing up for a Google My Business listing is that it’s free! You can easily sign up for an account, and be up and running before you know it. You can then monitor the growth of your business with ease anytime, anywhere by downloading the GMB app, taking a lot of the guesswork out of marketing your small business. It’s a win-win for your bottom line!</p> <p><span class="emphasis-primary">Get GMB Assistance Today</span><br /> The NPI marketing team is always here to help you with Google My Business. For help setting up your account and making sure your listing is polished and ready for customers, contact us at <a class="color-secondary" href="mailto:marketing@npiweb.com">marketing@npiweb.com</a>.</p> <p> </p> <div class="row"> <div class="col-sm-3"><img src="https://npifranchise.com/Portals/npicorp2/Assets/Blog/adam-05.jpg" width="100%" /></div> <div class="col-sm-9"><span class="emphasis-secondary" style="font-size: 130%">About the Author</span><br /> <span class="emphasis-primary">Adam Kiesel, <em>Digital Marketing Assistant</em></span><br /> Adam's responsibilities on the NPI, Inc. Marketing Team include content creation for our websites, blogs and social media accounts. He also works on informational items to be sent to current and prospective franchisees. Adam joined the staff at NPI in 2020.</div> </div> <meta name="twitter:card" content="summary_large_image" /><meta name="twitter:site" content="@npifranchise" /><meta name="twitter:creator" content="@npifranchise" /><meta name="twitter:domain" content="National Property Inspections, Inc. - npifranchise.com®" /><meta name="twitter:title" content="Benefits of a Google My Business Listing" /><meta name="twitter:description" content="Getting your name out to customers has never been easier than it is right now. What exactly does a Google My Business listing have to offer small business owners?" /><meta name="twitter:image:src" content="https://npifranchise.com/Portals/npicorp2/Assets/Blog/Social/benefits-of-google-my-business-09.jpg" />845