Tuesday Tuneup- #63
Reputation Is Non-Negotiable: How to Build (and Protect) Your Review Score
"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently."
— Warren Buffett
Right now, the solar industry is going through changes. It’s getting a little harder and there’s a lot of uncertainty. In other words, it’s doing what its done for the last 15 years. I’ve seen the lost of major rebates, banks go out, manufacturers go out, policy changes and more.
However, there’s another thing I’ve seen also playing out in the market. The best companies, the ones who weather the storm, put their customers first and have the reputations to prove it. These are the times, when the real anchors of the industry stand up, and the fakes wash away.
I’m inspired this week by a series of companies I had the opportunity to do some trainings with and the reminder that a great reputation can carry you a long way.
Notice something? These guys put a focus on making sure the world knows about their great work and they take pride in what they do.
Just to be fair, here’s the last company I worked for before I started Billion Dollar Contractor.
Here’s action you can take immediately, to get yourself in the right position for the changes ahead.
1. Make Reputation Part of Your Daily Workflow
You don’t get to 1,000 5-star reviews by accident. It takes consistent effort and team buy-in. Treat review generation like a core KPI—not a side task. Add it to project closeout checklists, daily team huddles, and CRM workflows.
Start asking:
“Who got a great customer review today?”
“Who followed up for a Google rating this week?”
“What’s our current review count?”
2. Ask at the Right Time, the Right Way
Customers are most likely to leave a positive review when they’re feeling great….right after install, after a successful walkthrough, or when they see their first electric bill drop.
Use this moment. Ask while the value is fresh.
Script (In Person or Phone Call):
“Hey [Customer Name], we really appreciate working with you on this install. If you’re happy with how everything turned out, would you be willing to share your experience in a quick Google review? It really helps other homeowners feel confident choosing solar and it means a lot to our team.”
Script (Email or Text):
“Hi [Name]! Thanks again for choosing [Your Company]. If you have a minute, we’d love it if you could leave us a quick review. It helps us grow and continue delivering top-tier service. Here’s the link: [Insert Direct Review Link]”
Pro Tip: Make the link direct. Don't make people search. One-click access means more completed reviews.
3. Train Your Team to Earn and Ask
Customer experience isn’t just a job for the sales team. From office staff to field techs, everyone impacts satisfaction. Empower your entire team to be “review-worthy” and teach them how to ask for feedback professionally.
Try a monthly internal challenge:
Who can collect the most reviews?
Who got the most shout-outs by name in reviews?
Celebrate the wins—and use the results to reinforce great service habits.
4. Follow Up Without Being Pushy
Even happy customers forget. Don’t be afraid to remind them once or twice.
Follow-up Email Example:
“Hi [Name], just checking in! We hope you’re enjoying your new solar system. If you haven’t had a chance to leave a quick review, here’s the link again: [Link]. It helps others find trusted solar providers, and we’d love to hear what you think!”
You can automate this with your CRM or post-install survey tools to make it seamless.
5. Don’t Fear Negative Reviews—Respond to Them
Every business gets the occasional tough review. What matters is how you respond. Be calm, professional, and focus on solving the problem. A thoughtful, non-defensive reply can build more trust than the review itself.
Customers want to know: “If something goes wrong, will this company take care of me?” Your responses show that you do.
Final Thought
In this industry, storms are inevitable—market shifts, supply delays, policy changes. But a bulletproof reputation lets you weather those storms with confidence. When you have 1,000 reviews and a 5-star average, you have proof that you deliver. You have leverage. And most importantly, you have trust.
Start building it today……review by review.
PS: Sometimes we are the problem and it’s hard to recognize our own issues. If you want an outside perspective and view…. let me know. I’m in the boat with you.