“Why Digital Word of Mouth Is the New Lifeline for Home Service Companies”
Here is what 5 thought leaders had to say.
Trust People, Not Ads, in Home Services
When I first started helping home service companies build their online presence, I realized something simple but powerful. People don’t trust ads; they trust people. That’s why digital word of mouth has become the new heartbeat of this industry.
Think about it. When someone’s air conditioner breaks on a hot afternoon, they don’t scroll through generic ads. They ask their neighbor, check Google reviews, or look up local Facebook recommendations. That moment of shared trust is where business happens now.
I’ve seen small service providers turn their fortunes around just by focusing on genuine reviews, personal stories, and community engagement. It’s not about chasing algorithms. It’s about making people talk about you for the right reasons.
When a happy customer shares their experience online, it feels like a modern-day handshake, warm, personal, and powerful. And that’s something no marketing budget can replace.
Bernhard Schaus, Online Marketer, Beyond Chutney
AI Recommends Companies Based on Real Reviews
Running marketing at Zentro Internet taught me something. People don’t look at ads to find a plumber anymore. They ask AI. And the AI shows them what actual people have said online. So if you have a happy customer who left a good review, the AI might recommend your company. My advice? Stop worrying about ads. Get those good, real reviews and make sure the AI can find them. That’s what actually gets you calls now.
Andrew Dunn, Vice President of Marketing, Zentro Internet
Why Online Recommendations Keep Our Pools Full
For me, running Brilliant Pools AZ has always been about more than just cleaning and maintaining pools. It’s about trust. When someone invites you into their home, you’re not just showing up with tools, you’re showing up with your reputation on your sleeve. And in today’s world, digital word of mouth is that reputation amplified.
I can still remember the first time a customer posted a photo of their sparkling backyard pool and mentioned us online. The next week, my phone wouldn’t stop ringing. People trust the experiences of real neighbors more than any fancy ad I could ever run. There’s something powerful about seeing a genuine recommendation with a smiling face behind it. It’s like hearing your neighbor shout across the fence, “These folks really care!”
Digital word of mouth doesn’t just bring business, it keeps you honest. It reminds me that every service call matters, every pool matters, and every small interaction has a ripple effect. I’ve learned to listen, respond, and genuinely show appreciation online, because one kind review can make someone’s summer—and sometimes mine too.
Rose Rybicki, Owner, Brilliant Pools AZ
Personal Touches Spark Genuine Online Conversations
I’ve always believed that trust isn’t something you can buy; it’s something you earn one customer at a time. In the home service industry, that truth hits even harder. When someone invites a plumber, electrician, or roofer into their home, they’re not just buying a service. They’re putting their comfort and safety in someone else’s hands.
That’s why digital word of mouth has become the new heartbeat of these businesses. People rarely flip through phone books anymore. They scroll through reviews, ask for recommendations in local Facebook groups, or check who their neighbors tagged on Nextdoor. One genuine review from a happy customer carries more weight than any paid ad.
At Simply Noted, I’ve seen how personal touches spark conversations online. A handwritten thank you note after a job well done often turns into a glowing post or referral. It’s a reminder that behind every service is a person who cares enough to say thank you.
Digital word of mouth isn’t just marketing. It’s modern day reputation. When people talk about you online with warmth and honesty, that’s proof you’re doing something right. And in a world flooded with noise, genuine appreciation still travels the farthest.
Rick Elmore, CEO, Simply Noted
Simple Reminders Generate Appointments and Referrals
Running Rowlen Boiler Services, I’ve seen how a simple WhatsApp reminder works wonders. Last week I messaged customers about their service, five booked appointments, and two of them recommended us to their building’s property manager. That quick, personal note did all the work. People don’t need a big sales pitch, they just need to remember you’re there, and then they tell their friends.
Lara Woodham, Director, Rowlen Boiler Services
