How To Generate Leads Through Word of Mouth

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Generating business leads by talking to people is a classic strategy for any company looking to grow without breaking the bank. It's not only cost-effective but also a testament to the quality of your services. So, let’s talk about how I increased our word-of-mouth leads by 500% by focusing on three key strategies for generating leads through the act of getting out there and talking to people.

Stellar Customer Service

Increasing The Scope Of Customer Service Through Simple Internal Practices  - PM Today

The cornerstone of generating word-of-mouth leads is great customer service. We pride ourselves on delivering exceptional service and constantly measure and track our performance.

This ensures that our customers are happy and satisfied with our services leads to them talking positively about us, which in turn generates free, organic leads. Do well, hear well. Every time.

Tracking Word-of-Mouth Leads

To understand the impact of our efforts, we track where our leads come from. We ask our customers how they heard about us, whether it’s Google, Facebook, or through a friend. Word of mouth stands out as it’s cost-free and a direct reflection of our customer satisfaction.

It proves that our team is doing a great job when customers love our services enough to recommend us.

Three Strategies to Boost Word-of-Mouth Leads

1. Provide Free Inspections

One of the first changes we made was offering free inspections. When we go out for a service call, instead of just fixing the issue and leaving, we provide a comprehensive evaluation of the customer's system.

For instance, if we replace a capacitor, we also check other components to ensure everything is in good working order. This not only adds value but also saves customers from future problems and expenses, making them more likely to recommend us.

2. Improve Call Center Operations

We also restructured our call center operations. Traditional call windows often lead to misunderstandings and dissatisfaction. Instead, we offer more flexible scheduling. We guarantee the first call of the day or work customers into our schedule with a heads-up call before arrival.

This approach has significantly improved customer satisfaction as it aligns better with their daily schedules, making them appreciate our service even more.

3. Ensure Thorough Cleanup

Finally, we focused on one of the biggest pain points: cleanup after installation. Often, customers don’t inspect our work immediately, but they do notice if we’ve left a mess. We implemented a policy where our technicians ask the customer if the cleanup was to their satisfaction before leaving.

This proactive approach not only resolves issues immediately but also leaves a positive impression, encouraging customers to spread the word about our thorough and considerate service.

What Is Customer Service, and What Makes It Excellent?

By focusing on these three strategies—providing free inspections, improving call center operations, and ensuring thorough cleanup—we significantly increased our word-of-mouth leads. Appreciate it, guys. Have a good one!

Jack Carr, CEO of Rapid HVAC

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