Your on-hold message is a captive-audience branding moment. Replace generic elevator music or a list of offers with something that reinforces your brand identity. Using your company's jingle or a personal thank-you message from the owner can turn a moment of friction into a positive brand touchpoint.
When creating behind-the-scenes video content, choose a modest, traditional home that reflects your average customer. Filming in a luxury property can be intimidating and unrelatable, undermining the goal of building trust. Authenticity with the target audience is more persuasive than showcasing aspirational, high-end jobs.
A technician might remove their branded outer shirt in a hot attic, revealing an undershirt with potentially unprofessional or offensive graphics. This detail can instantly damage brand perception at a critical moment. Uniform policies must account for what's worn underneath the official shirt to maintain brand consistency.
A single, well-produced 'documentary-style' video of a routine job install has multifaceted ROI. It can be used as a primary asset on your website and YouTube, cut into clips for social media, and repurposed as a recruitment tool to attract quality technicians who value professionalism and high standards.
During slower business periods, audit every customer-facing brand touchpoint, not just marketing assets. This includes truck wraps, staff uniforms, on-hold music, and email signatures. This is the ideal time to identify brand inconsistencies and create an actionable plan for fixes when your team has more capacity.
Offer free services to local community figures in exchange for their authentic feedback. Ask them to share positive experiences publicly but bring negative feedback directly to you for process improvement. This dual-purpose approach builds genuine trust and provides valuable operational insights, rather than just generating paid-for praise.