CLEVELAND – According to a 2019 article from the Review Control Center, one bad online review can lose business owners 10 percent of potential new customers. Pest control operators have become acutely aware of the importance of online reviews, so it was no surprise to learn that 60 percent of those who responded to PCT's recent poll said they check online reviews at least once per day. In fact, 33 percent said they check online reviews multiple times per day.
“I feel the sooner that you can reply to an online review the better you can control the outcome of a bad or negative review,” said Eric Melass, vice president of Killum Pest Control, Pearland, Texas.
Adams has alerts set for online review sites like Yelp, Google Business, Facebook and others, all of which have instant alerts.
Similarly, Glenn Matthews, president of Modern Exterminating, Columbia, S.C., appreciates that Google alert function as well as software provider Pest Routes, which drops reviews in his dashboard every day with internal reviews, “so we are monitoring on a daily basis, pretty much an hourly basis. I think PCOs need to pay 100 percent attention 100 percent of the time to online reviews. As we all know, this day and age, perception is reality with online reviews.”
Matthews added that PCOs “should always respond to every review, both good and bad.”
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