Have a NBN city page open for the city they are located in to begin with.
Open up the Nearby Now Survey Example page
Open the meeting and get the customer in.
Do a brief greeting and make sure they are all set to go.
Once all three are confirmed, begin the training and turn on your camera and screen sharing.
Nearby Now is first and foremost a checkin platform, allowing you to collect your day-to-day work, and then posting it up on your website. These checkins contain the approximate location, the written details you submitted about the job, and a picture of the work you have done, all help you surface higher in search.
Use VHP as an example ‘furnace repair st clair’ or ‘ac repair st clair’ to show how they rank top of organic.
They have multiple check-ins photos within Google Images, which matters because it's an additional index for Google to reward you for appearing in.
NBN gives you all the agencies to ask directly for a review by giving the customer the option of text, email, or QR code.
Nearby Now utilizes intelligent review routing, which is their effort to prioritize getting Google reviews. It works when the customer clicks the link that's sent to them, taking them to a loading screen. That loading screen is Nearby Now trying to determine if that device’s browser has an active Google account. If so, they will be brought seamlessly to your GBP listing to fill out a star rating. If not, they will be direct to your Nearby Now survey with the first option to go to your GBP listing.
First, have everyone turn off their Wi-Fi and be on a 4G/5G signal.
The reason for this is if you are connected to Wi-Fi, your location might get pulled off the location of the servers for the Wi-Fi instead of the actual location you are at.
Open the App and sign in.
Locate the box at the top that says "describe what you are working on"
Within that box, type in "training" or something like that.
Then under that should be a camera icon or gallery, select a photo from a previous job or take a picture of what you are drinking this morning.
Once you have completed both, on the opposite side of the box is the Submit button. It varies on the device, it could be a pin drop, airplane icon, or the word "check-in".
Once you click that, it will bring you to the confirmation screen that shows the area you are in and a send survey prompt at the bottom.
Leave this screen as I will come back to this later in a different way.
Periodically refresh the page to show recent check-ins
Showcase to everyone that these are where the check-ins go. Ask if people are having issues submitting.
Before moving onto what to say in a check-in, ask for questions.
HVAC isn't the most residentially relevant keyword compared to plumber or electrician. So with it being harder for keyword search, these are how the check-ins should be structured
Structure examples
(Equipment) (Service) Call. Performed (Brand) (Equipment) (Service).
Ex: Cooling call. Performed Trane AC tune up.
Ex2: AC service call. Performed AC repair on Amana system.
Ex3: Heating call. Performed new Goodman Furnace install.
(Profession) Needed. Performed (Brand) (Equipment) (Service)
Ex: Plumber needed. Performed repair on leaking Kohler faucet.
Ex2: Plumber needed. Performed American Standard Toilet install.
Ex3: Electrician needed. Performed new LED Lighting installation.
1. Think like a customer
Use keywords and phrases a customer would use to find you in a Google search. Those exact keyword/phrase matches increase relevancy.
2. Avoid using Tech lingo
Don't use terms technicians only know like t-stat, clean/check. You can use AC as that is common wordage that customers use if you'd like instead of air conditioners or air conditioning.
3. Avoid using past tense service terms
Don't say that you repaired or installed something. While you did do that and it's the correct way in grammar to say that, for NBN purposes you want to avoid using the past tense and. You can use the word Performed at the start of a sentence to natually avoid using those past tense keywords.
Exceptions: Instances where a customer could search past tense are mostly common within the plumbing vertical (unclogged)
4. Avoid redundancies
You don't need to add the city name in the check in as city you are doing service in will automatically be pulled into your checkin.
However you can add a neighborhood/sub city/community reference to the checkin as those are NOT added by default.
It's advised to do different structure varations of your checkins as it creates more variety and gives you more chances to have more keywork/phrase matchces. Example - Trane Furnace Repair can also be called Furnace repair on Trane comfort system
Go over the guidelines for the check ins
Check in images can be taken before or after the job is done, usually recommended to do after of the work that you did, not the house, van, or anything that you didn't work on, but the equipment you serviced.
Head to the main screen of NBN.
Locate your menu across the top or bottom. The furthest left icon is a clock icon, which is your recent activity tab.
Click it and you will probably be brought to a blank screen as your checkins haven't been pulled in yet.
Press and drag down to refresh that tab.
Once you see your check-in, feel free to click it. You then should see the option to send a survey.
In most cases, you will be sending a survey this way as you won't be asking at the time of completing a check in.
We have found that the person who has the best chance to collect the review is the person who establishes the relationship with the customer.
Typically this is the technician as they are speaking to the customer face to face and are the one who fixed their issue.
Saying something along the lines of "Would you mind leaving me a review? It can be sent by phone, email, or QR code. My boss loves it and it helps me on my employee review".
If you have a QR code, reach out to show the customer the code, usually when people do this, people respond by pulling out their phone to scan the QR code.
If you don't have a QR code, still sending it via email and phone works and people normally want to reward the person that helped them out when their problems are fixed. Saying it can help your review and your boss loves it, motivates them to help you out even more.
Every job is an opportunity to collect a check in.
Do only 1 check in per job, but you techincally can do up to 3 if you want.
Ask for final questions.
Wrap up, reassure customer if they have issues or questions, they can give us a call for assistance.