Cutting Edge Countertops BEST IDEA CONTEST Cutting Edge Countertops Bright Idea: IT’S ALL ABOUT THE REVIEWS, REVIEWS, REVIEWS!!!! Peer to peer group

Below is our review capture process which has 3 basic steps: Hi Fellow Rockheads! Below is our review capture process which has 3 basic steps: The installation crews give the customer a thank you gift at the end of installation.  The gift is a boxed Cutting Edge Countertops coffee mug with a card on the inside thanking the customer for their business and adding 3rd party reviews. A “thank you” email is sent out to every invoiced retail job customized to the specific region. A $5 spin is paid out to any employee who has their name mentioned in a review to incentivize our staff to ask for them. When we started this at Cutting Edge Countertops we had 3 reviews on google, 2 of which are negative.  Since then we have received 135 new reviews based on our process above.  When we first started only the email attached was used.  It was successful but when we added the gift of the mug the penetration of obtaining reviews definitely rose.  The $5 spin has also added motivation for staff to talk about it.   At the beginning we were directing all of the review to Perrysburg since it was our only google business page.  Since then we have converted the ownership of Cutting Edge Countertops in all 5 locations and I created a shortened link to the local page so the review emails are location specific.  I’ve attached a copy of the email that we send to our Perrysburg location.  We inherited some reviews from a company we acquired in 2016 at our Noblesville (32) and Wixom (32) locations.  Peer to peer group

We send the review email out to EVERY customer that is a retail invoiced job.  The receptionist does this on a daily basis.  In our case, Linda, does not go into each job and review the notes to see if we have had a problem or not.  I think it is important to get both positive and negative feedback on the reviews; so we do not “scrub” who we are sending it to.  I can only think of a handful of times that we did not send an email on a project manager’s recommendation based on the customer.   One thing that we have been surprised with is that the email flushes out potential problems or gives customers who may not normally say something, voice their opinion back to us without posting a negative review.  They will respond to the email explaining what they felt went wrong and we have our sales manager will reach out to the customer.  It gives us an opportunity to make it right and quite often that feedback ends up in a positive review.  Maxwell, our sales manager has worked with Katie (marketing coordinator) to have access to our dashboard so that he can look at the analytics and be able to respond to every review (attached is a snip of dashboard).  Maxwell started this on 1/18/18 and not have it completed.  It allows you to see how many reviews that you have had and how many you need to respond to.  He is responding to every review regardless of how far back it goes.  If it is a positive Surface Encounter (acquired company) review he am thanking them and letting them know we are now Cutting Edge Countertops.  If it is negative he am responding appropriately and telling them that we are now Cutting Edge Countertops.  Ultimately, every review both negative or positive has to be responded to as future customers are looking for that interaction.  Moving forward they will be done almost immediately after receiving the review!  Peer to peer group

Business Dashboard (Perrysburg, OH location) I truly believe that these will be our best advertising moving forward and that people don’t want to just see all 5 stars.  People don’t expect companies to be perfect but that they respond in a timely manner and show resolution.  If you look at our competition the amount of reviews that we have far exceeds anyone else in our areas.  Now (January 2018) that our website and SEO will be for all 5 locations there will be even more importance on our reviews as we will be much more visible in the Indy and Michigan regions where they could not find us before.  Maxwell will be able to monitor this on the Google My Business Dashboard. Business Dashboard (Perrysburg, OH location) Peer to peer group

Sample Email: Peer to peer group

Boxed Gift: Peer to peer group