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APC features Online Reputation 2 part series

The American Painting Contractor (APC) online magazine features Richard Rolls "7 Ways Your Online Reputation Can Kill Your Business" in a 2 part series.  Part 1 – January 12, 2017  Part 2 – January 19, 2017  ...


WCBS New York news radio's daily series, "CEO Radio

ReadySetBOOM.com, TrustyAmerica.com and our founder/CEO Richard Roll were featured on CBS Radio in January, 2017 in an 8-part series of broadcast interviews highlighting 5-Star Reviews and Local Online Reputation.Richard shows why every good local business or professional practice should build and market their 5-Star Reputation online to grow faster and attract profitable new customers and patients; and tells how our powerful Platinum Certified 5-Star Service Provider program gives these business owners the one-stop solution they are looking for. The segments aired on WCBS New York news radio's daily series, "CEO Radio."...

Posted 01/15/2017

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Using Negative Online Reviews to Grow Your Business

Continually changing technologies, economics, and competitors make it hard for any practice owner to fully keep up with every aspect of running a business. Things change fast, and having a feedback loop that lets you know when something is off in your business allows you to fix little problems before they become big ones.Obtaining reviews from customers on a daily basis, and monitoring reviews online, is one of the best feedback loops you can leverage for your business. It lets you know when something goes wrong, and gives you a chance to fix it before it becomes a bad habit, or before the customer has time to spread negative word of mouth. This allows you, and your staff, to quickly identify parts of the customer experience that are falling below the level that the customer expects.When you know what to do with them, negative reviews are actually something for which to be thankful. The benefits of using negative feedback for corrective action are twofold:First, the primary reasons customers stop doing business with a company are indifferent customer service, and poorly resolved complaints. When you gather customer reviews, you get the information you need to improve your service every day. And when you receive a negative review, it’s an opportunity to remedy the issue, possibly keep the customer, prevent them from spreading additional negative word of mouth, and ultimately improve your business.And second, when you resolve a complaint in a public, online setting, others who read those reviews will see that you genuinely care about whether or not your customers have a great experience. They will see that you’re willing to make it right if, or when, things go wrong.Great customer service is the ultimate competitive advantage. Obviously, your goal should be flawless,...


Use Staff Training to Boost Your Online Reputation

Too often, the heavy burden of assuring great customer service lies solely on the shoulders of the business or practice owner, and it stays there. Your staff sometimes doesn’t feel the urgency you do to provide consistently excellent customer service. It can be easy for staff members to feel like each day is simply a repeat of the day before. One day blurs into the next and, eventually, the quality of each customer’s experience starts to decline. It’s like the story about boiling a frog: When the temperature changes so gradually, the frog doesn’t notice until it’s too late. Over time, it becomes too easy for staff to treat any client, customer, or patient as “just another interruption,” and not as an individual who thought long and hard before putting their trust and money in your hands.Then this becomes a vicious cycle, hit-or-miss customer service becomes the new norm. If you plan on staying in business for long, it’s crucial not to fall into it.According to the US News & World Report, 68% of customers who stop doing business with a company do so because of poor or indifferent customer service. Another 14% leave because a complaint was poorly resolved.Think about this for a moment: If a customer leaves you, chances are higher than 80% that it’s because a member of your staff wasn’t offering the best customer service possible. It’s not because of price. It’s not because a competitor offers higher quality services or products. Almost always, someone on your staff dropped the ball when it came to treating an individual like a valued client.And when that happens, customers are more likely to tell others about their negative experience, both online and off. Just a few online negative reviews from dissatisfied customers, and the vicious cycle...


The Most Profitable Metric

In the hectic peaks and valleys of everyday business, it’s easy for staff members to lose sight of who their real boss is: The Customer. The demands of office routines and procedures, regulatory compliance, and unpredictable “fires” can quickly pull the focus away from creating a 5-Star service experience for patients or customers.“Great customer service” is a concept to which everyone pays lip service — but how important is it really to your bottom line?The Watermark Consulting group studied the direct impact of exceptional customer service on a company’s profitability.They looked at the cumulative stock returns for two groups of companies: the top 10 “Leaders” in Forrester Research’s Annual Customer Experience Index Rankings, and the bottom 10 “Laggards.”The analysis covered nearly ten years of company performance results. It spanned from the pre-recession market peak in 2007 to the post-recession recovery that continues today.The difference in results was astounding.The top 10 Leaders in Customer Experience outperformed the general S&P market average by 35%. The Laggards posted cumulative returns an average45% lower than the market average.The companies that ranked highest in Customer Service were on average80% MORE profitable.So here’s the BOTTOM LINE:  Great customer service is more than a nice business theory. It is rewarded, by customers and investors alike, with real financial growth.That you are good at what you do in your practice is expected by today’s consumer… It is world class customer service that will set you apart from your competition.When you dedicate yourself to consistently providing a positive, memorable customer service experience, you get:Higher revenues— customers stay with the business longer, are less...


Message from Our Team

We are pleased and thrilled to bring TrustyRiverside.com to Riverside! Now consumers can find the services and solutions they need nearby that are 5-Star reviewed, every day, in just a fraction of the time it used to take. They can see your story told on a professional quality video, hear your advice on choosing in a good expert in your category, learn how you’re different and what makes you passionate, and read the great reviews from many different directory sites, telling why you are the best expert for them to contact. When you qualify for inclusion as a Certified 5-Star Provider in TrustyRiverside.com, you will receive the exclusive rights in your category, and become part of an elite group of businesses and professional practices that have made a real commitment to continuous improvement in delivering 5-Star quality service. In turn, your business will benefit from the high search authority backlinks, content cross-links, special offers, and targeted traffic to the site thanks to all these other highly reviewed and highly regarded member businesses and local practices here in the greater Riverside, CA area. TrustyRiverside.com now makes it easy for your qualifying business to build and market a 5-Star reputation online, become a Certified 5-Star Provider, and dominate the internet visibility for your category in and around Riverside. Find out more today--how your quality business can qualify, in just takes 3 simple steps.  Our passion is to help our area's best local businesses grow, and get even better. Join us today!Yours truly,Richard Roll and The TrustyRiverside.com Team...

Posted 03/14/2016

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