I have known about
GuildQuality for a number of years now, and I really do like what they are doing in the contracting market. Online reviews have become more and more popular but getting those online reviews have been a real pain for many contractors, so I have a growing number of customers now using and enjoying the features
GuildQuality has to offer. Some of you might be familiar with a couple of their competitors:
Customer Lobby & DemandForce.
Note: I have had very little experience with DemandForce (owned by Intuit) and have not had customers embrace it (yet). It actual is a bit more powerful, cost a little more per month and offers more features, including email marketing. Customer Lobby is also a program I am not that familiar with or have tested, but it appears to be very similar to GuildQuality. GuildQuality focuses exclusively on the construction industry, which drew me right in!
Online Surveys and Reporting
GuildQuality
’s website says the following:
We help contractors deliver great customer experiences and get the recognition they deserve for their history of superior service. GUILDQUALITY’S CUSTOMER SATISFACTION SURVEYING AND PERFORMANCE REPORTING helps quality-minded contractors deliver exceptional customer experiences.
What Is GuildQuality?
What does this all mean and why would you consider
GuildQuality for your contracting business? I believe GuildQuality serves a few purposes. If you would like a
more consistent way to get third party customer reviews online and be consistent about it,
GuildQuality does a great job. Consumers would do a web search. For example,
“Chism Brothers Painting Reviews” and see GuildQuality’s review page of Chism Brothers normally toward the top of Google searches (sometimes next to sites like Yelp). [caption id=“attachment_
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Screenshot of GuildQuality Review Finding on Google (click to enlarge)[/caption] Once someone clicks on the link to a GuildQuality profile page, they will see a map of customers who have left feedback about the company.
See example. [caption id=“attachment_
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Mapping feature (click to enlarge)[/caption] Being consistent with getting ongoing reviews is one of the purposes of GuildQuality. Another purpose in using a company like this is the internal reporting you’ll receive. Customers are more likely to give honest feedback to a third party source than to the company’s staff.
GuildQuality provides both email surveys and phone calls. For example, when they get on the phone, they use a list of survey questions about how your company performed. As the company owner, you can discuss the things you really want to know from your customers. Maybe you would like to know more about the communication of your team, the quality or just want to know how likely they are to refer you. [caption id=“attachment_
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(click to enlarge)[/caption] Once the survey is completed, you are able to go through, in great detail, that survey and other surveys to determine your greatest strengths and areas in need of improvement. You can even compare these stats with other similar companies. See example below: Once a contractor has reached certain milestones (so many positive reviews), GuildQuality provides different seals of accomplishment.
See example. These
“seals” can be posted on your company website, just as you would post an Angie’s List Super Service Award seal. In short, having GuildQuality or a similar third party review system connected to your business can help build trust with your audience. It beats having your own internal review system, which consumers will mostly see nothing but positive reviews. Sometimes a prospect wants to see a problem and how you solved it!
Do Not Stop Content Marketing
This should only be one course of action: getting ongoing reviews and surveys from your customers. I would also recommend that you encourage customers to leave reviews wherever they feel most comfortable: Yelp, Google, Houzz, Angie’s List, Facebook and so forth.
GuildQuality is just a great way to be consistent with reviews and use the feedback to improve your operations. The most important thing you should continue to do is continuing to educate your audience about your industry using videos, blogs, podcast, articles and so forth. This will build the most trust, even more than online reviews. This educating of consumers is known in the marketing world as
“content marketing.” It is one of the best ways to drive more traffic to your website and convert visitors into raving fans.
Want To Give This a Free Test Drive
If you wish to give GuildQuality a try, they have offered my readers a
free test drive. You can fill out this page they sent me, and they will contact you asking for
20 clients to send them. They will do a survey on
20 of your customers to start the process. You’ll experience how everything works and have time to think about if this is something your company wants to implement long term. If you continue with GuildQuality, they charge a fee based on how many surveys they conduct each month. I believe the minimum amount is
5 per month, and these surveys rollover into the next month if you do not have time to send them a list of clients. Prices start at around $
128 a month. Let me know what you think.