1. Neglecting online marketing entirely
It is 2014 and everyone is on Facebook, Instagram, Pinterest or Twitter. Potential customers are all using search engines -- increasingly on mobile devices -- to shop for products and services. Yet, there are still contractors out there trying to get business exclusively from Yellow Pages, canvassing and local printed ads ? like it is 1980! That can be good enough if you work only a few projects per year, if you wish to remain small and book only enough jobs to support your current lifestyle ? otherwise, it can be the death of your business.
2. Not having your own custom website
A well-performing, lead-generating, revenue-boosting website is one of the company?s most valuable marketing assets in any industry ? including home improvement.
Building a good a website, however, is a labor intensive and time consuming endeavor ? and contractors are already busy managing their companies. Web design, SEO and PPC agencies tend to charge top dollar for their services upfront and offer no performance guarantees.
That?s why contractors can be easily enticed into purchasing a listing with premium placement or an advertising package from a third party website and let them take care of web marketing. They bring the customer to their site, or to your listing, and you get the leads. What's not to like?
The problem is that when your entire online presence is through third party websit's you are missing the opportunity to build your own brand and reputation. Your money goes toward promoting their business, not yours. You are also missing the opportunity to build trust and credibility ? the keys to closing sales ? before meeting with the customer for the first time. Not to mention the absolute lack of control on how your business is portrayed on the web.
3. Neglecting local listings
Well maintained, updated, correct and verified local listings are your company?s next biggest online asset, second only to your website. Make sure you have at least one good, verified listing in each major local listing site: Google Places, Yahoo Business and Bing Local. These listings not only rank in local searches and map searches, but they help you build credibility with reviews. Google Places ? recently turned into Google My Business -- offers a social platform to communicate with your prospects and share updates. In addition, having good verified listings in other business listing services also helps consolidate listing consistency in the main search engines --- and some of these listings often rank along with the website when people search for the name of the company.
4. Not monitoring online reviews
No matter how trustworthy or professional you are, at some point, you are bound to run into a detractor. It might be one of those impossible to please customers, it might be a disgruntled ex-employee, a dirty competitor, and it might even be a good customer with a legitimate complaint ? after all no one is perfect.
These days, the typical detractor will not call you or file a complaint with the local BBB. They will go straight to the internet and, sometimes without warning, unleash a full blown PR crisis, which damages your reputation and in some cases costs you your business. It is very important to closely monitor the web for reviews, respond to each one in a proper and timely manner -- and it's even more crucial to be proactive and build a great online reputation. Having your happy customers on your side can help minimize or eliminate the impact of a bad review.
5. Not being social
If we ask around, perhaps nine out of every ten contractors see no value whatsoever in social media for their business. For most, social media marketing is time-consuming, mind-boggling and offers little to no return for the time and effort invested. To their credit, that is some truth to that. When your social media efforts are either concentrated on the wrong platforms, spread out too thin through many platforms, or if you Don't have clear goals for your social marketing you won't be able to plan an effective strategy, track results or see any improvement.
Even if you Don't see revenue potential in Social Media Marketing, there is still value in being social. It is important to establish your business at least in some of the most popular platforms to be able to monitor conversation and provide your customers and prospects with a way to communicate with the company -- and since you have social media profiles for one purpose, why not make the best possible use of them as a marketing tool to educate your audiences about your business? Here's an article on how to get more referrals using social media.
6. Relinquishing control of online properties to untrained employees and interns or outsourcing it to untrusted services and professionals
This is one of the most damaging online marketing mistakes a contractor can make. Because they Don't see the value of having an online presence, they are often inclined to either outsource this type of work or allow employees and interns to establish and control their entire online presence though social profiles, business listings, and even blogs ? with little to no supervision, and absolutely no training or policy in place.
In my work I deal often with the damaging results of such practices: from listings and social profiles nobody can access or claim because a former employee, marketing service or virtual assistant retained control, to gross mishandling of social media conversations. Never relinquish control of your online properties unless you trust the person to be professionally trained to handle these assets -- and hand them over to you if the business relationship is terminated. I usually recommend retaining ownership or at least sharing administrative privileges ? even if you are not going to be involved with monitoring and maintaining these properties.
7. Not tracking leads by source
When you have a website and are spending money in Internet Marketing ? especially if you are using a combination of outlets and campaigns ? it is extremely important for contractors to track leads and know exactly where they are coming from for two reasons:
You want to know which one of your online marketing properties is the more effective, which is giving you the best ROI. You want to invest in marketing that gives you the best results for your money. You Don't want to pay for leads that came through your website but were not generated by any online marketing effort. For example: if a customer sees your yard sign, or your branded truck, then search Google for your company?s name, and then fill out the form or call to get a quote, that lead was not generated by SEO, PPC, Social Media, or display advertising. It came through your website but was not generated by it. You should not have to pay your SEO company for that lead. 8. Not having a good lead intake system in place
This is another very common mistake. Contractors have all their marketing in place, with a good website and a good amount of leads coming in and yet, they can?t seem to convert many of them into actual appointments.
The first impulse is to credit conversion problem to bad lead quality. While some lead generation services do provide (and charge for) bad leads and sometimes sell the same lead to your competitors, there are many instances in which the lead is perfectly qualified but the lead intake system is flawed.
That means that your answering service, call center or the person that is in charge of taking the leads and setting them to appointments is missing opportunities due to lack of proper training. First impressions are everything in business and you only get one shot. How are you answering that phone call?
Just as it is very important to qualify leads through online forms, it is important to qualify leads that come through the phone by asking the right questions, having the right answers, and most importantly, the right attitude! Improving your lead intake system with training, call recording, and call auditing can help you set more appointments and lower lead generation costs.