Tom Howard

What exactly did you used to do when you were in the heat, the thick of it on bad reviews? I know you've created a culture that you just don't accept. Like you get back to the customer, you give back the money.

What exactly did you used to do when you were in the heat, the thick of it on bad reviews? I know you've created a culture that you just don't accept. Like you get back to the customer, you give back the money.

And it takes 22 good reviews to cover a bad review.

And it takes 22 good reviews to cover a bad review.

I have a million in my over one point one million dollars.

I have a million in my over one point one million dollars.

That's, you know, here's one quick thing on that. I had a, I remember Adam used to jump on a call with a client and he'd always say how we were right. We did the right thing. And I'm like, they don't want to hear that. I'm like, even if we're wrong, you apologize and you listen and you say, we're going to solve this. We want to make you a happy customer.

That's, you know, here's one quick thing on that. I had a, I remember Adam used to jump on a call with a client and he'd always say how we were right. We did the right thing. And I'm like, they don't want to hear that. I'm like, even if we're wrong, you apologize and you listen and you say, we're going to solve this. We want to make you a happy customer.

And so many times my management over the years has been like, but we didn't do the wrong thing. And I'm like, I'd always say like, here's what I would do. It was kind of like a, I'd say, listen, that's unacceptable. Like if the technician did something like really wrong, I'd say, listen, they're getting written up and I'd have them just a warning, sign it and say, this is to appease the customer.

And so many times my management over the years has been like, but we didn't do the wrong thing. And I'm like, I'd always say like, here's what I would do. It was kind of like a, I'd say, listen, that's unacceptable. Like if the technician did something like really wrong, I'd say, listen, they're getting written up and I'd have them just a warning, sign it and say, this is to appease the customer.

Don't worry about it. It's not even going in your file. But I'd say, sign this just as a warning. And I send it back to the customer. Like I take a picture, I would send it to the client and say, thank you for making our company better. And they'd call up and they'd be like, please don't let this guy get fired. Like I didn't mean to take it to this level.

Don't worry about it. It's not even going in your file. But I'd say, sign this just as a warning. And I send it back to the customer. Like I take a picture, I would send it to the client and say, thank you for making our company better. And they'd call up and they'd be like, please don't let this guy get fired. Like I didn't mean to take it to this level.

And like all of a sudden the review would come down. And that's one thing, too, is I've learned is, listen, our guy right now that does the review, kind of the reputation management, he goes, he says, hey, the owner, the founder, Tommy Mello, saw this and he's like living. He's living at this. So we got to figure out, like, what is this going to take? And it's not like a bribe.

And like all of a sudden the review would come down. And that's one thing, too, is I've learned is, listen, our guy right now that does the review, kind of the reputation management, he goes, he says, hey, the owner, the founder, Tommy Mello, saw this and he's like living. He's living at this. So we got to figure out, like, what is this going to take? And it's not like a bribe.

You don't want it to cost you to take it down. So I'd say, like, listen, what do you what do you do for work? They'd be like, well, I'm a teacher. Well, listen. You probably make like 50, 60 bucks an hour. We wasted two hours of your time. I'm going to beat that. I'm going to give you a couple hundred dollars because your time... It wasn't a bribe. It was like your time is worth this.

You don't want it to cost you to take it down. So I'd say, like, listen, what do you what do you do for work? They'd be like, well, I'm a teacher. Well, listen. You probably make like 50, 60 bucks an hour. We wasted two hours of your time. I'm going to beat that. I'm going to give you a couple hundred dollars because your time... It wasn't a bribe. It was like your time is worth this.

Well, they can remind it, but here's another quick thing. If you keep a Yelp account open and you log into it in each one of your CSRs do and they go to find friends and they type in the client's email address, it'll show you. if they're a Yelp or not, and how many reviews they have, and if they're a one star, if they leave all one stars. So you tag it.

Well, they can remind it, but here's another quick thing. If you keep a Yelp account open and you log into it in each one of your CSRs do and they go to find friends and they type in the client's email address, it'll show you. if they're a Yelp or not, and how many reviews they have, and if they're a one star, if they leave all one stars. So you tag it.

And you guys probably spend different time, like Jerry might be on Facebook, you might be on Insta, you might be on X. And knowing where your customers hang out is important. And like, look, even on here I have, so Travis has 13 LinkedIn followers. Killing it. We've got on here that's basically the following.

And you guys probably spend different time, like Jerry might be on Facebook, you might be on Insta, you might be on X. And knowing where your customers hang out is important. And like, look, even on here I have, so Travis has 13 LinkedIn followers. Killing it. We've got on here that's basically the following.