Travis Ringe

Tommy, you sound like a technician for a minute.

Tommy, you sound like a technician for a minute.

You sounded a little bit smarter, but Cat5 wire to your thermostat, that's an atomic bomb right there.

You sounded a little bit smarter, but Cat5 wire to your thermostat, that's an atomic bomb right there.

You just say, yeah, number one, we will. I would jump on the phone. And this was in the early stages of next gen. I had to do it so I can show my management team because they're like, oh, well, you know, we'll call them later. And, you know, we'll get it. And it's like, no, no, no, no. You have about five minutes.

You just say, yeah, number one, we will. I would jump on the phone. And this was in the early stages of next gen. I had to do it so I can show my management team because they're like, oh, well, you know, we'll call them later. And, you know, we'll get it. And it's like, no, no, no, no. You have about five minutes.

When that review is post, you have about five minutes to get to that customer while they have that anger issue, whatever it is that they have inside that they want to talk to you about. You have about five minutes to reach out to them. And that's the culture that we created at Nexion is as soon as one star review came in, I gave everybody a five minute timer.

When that review is post, you have about five minutes to get to that customer while they have that anger issue, whatever it is that they have inside that they want to talk to you about. You have about five minutes to reach out to them. And that's the culture that we created at Nexion is as soon as one star review came in, I gave everybody a five minute timer.

My assistant would send it over on a screenshot and put it on the group message with all the management team. And they would have about five minutes to get rid of it. At all costs. This means, you know, giving money back or talking to the customer, giving them free services, whatever it took. Because one bad review, and this is from Yelp, costed about $100,000 worth of business. One bad review.

My assistant would send it over on a screenshot and put it on the group message with all the management team. And they would have about five minutes to get rid of it. At all costs. This means, you know, giving money back or talking to the customer, giving them free services, whatever it took. Because one bad review, and this is from Yelp, costed about $100,000 worth of business. One bad review.

Yep. About a hundred. This is from Yelp.

Yep. About a hundred. This is from Yelp.

Yeah. So once I learned that, I built a culture of urgency on a bad review. And then what I did, and I'm not saying you guys should do it too, but this is a good idea where it worked, is we would hit the bonuses of every executive and director and manager in the company that had control over that experience. We would hit the review. So for a three-star review, they would get $100 off their bonus.

Yeah. So once I learned that, I built a culture of urgency on a bad review. And then what I did, and I'm not saying you guys should do it too, but this is a good idea where it worked, is we would hit the bonuses of every executive and director and manager in the company that had control over that experience. We would hit the review. So for a three-star review, they would get $100 off their bonus.

A two-star review, they would get $200. And a one-star, they would get $300 off their bonus. So I'm not saying you guys should do it to that extent, but that's how serious we were taking that in action.

A two-star review, they would get $200. And a one-star, they would get $300 off their bonus. So I'm not saying you guys should do it to that extent, but that's how serious we were taking that in action.

And don't always go to your technician, your installer, your manager, because you're not going to get all the raw information that you should be getting. You should always talk to the consumer, especially in the early stages of doing business when you have less than 10 people.

And don't always go to your technician, your installer, your manager, because you're not going to get all the raw information that you should be getting. You should always talk to the consumer, especially in the early stages of doing business when you have less than 10 people.

Your ass should be on the phone with the consumer finding out what's wrong with it because the reviews are telling you what's wrong inside the operation. The reviews are giving you a glimpse. Giving you insight of the operation that you're not seeing. That's why people are going in there and obviously complaining of it. Right.

Your ass should be on the phone with the consumer finding out what's wrong with it because the reviews are telling you what's wrong inside the operation. The reviews are giving you a glimpse. Giving you insight of the operation that you're not seeing. That's why people are going in there and obviously complaining of it. Right.