Why it matters
A comment asking “do you service my area?” or a message saying “how soon can you come out?” is someone raising their hand. If it sits unanswered for a day, they’ve probably already called someone else.
Social messages are easy to miss. They arrive across Facebook, Instagram and sometimes Google, often while you’re on a roof, under a sink or in a crawl space. Without someone watching, real leads get buried under notifications.
Replies also matter for people who aren’t asking anything. Future customers read the comments. A friendly answer to a question, or a calm response to a complaint, shows them how you treat people. Silence, or a defensive reply, tells a different story.
Organic social is mostly about trust and recognition, not a flood of new leads. Paid ads usually bring in most of those. But when a lead does come through social, it deserves the same fast follow-up as one from your ads.
Reviews tie it all together. Honest reviews from real customers are some of the most convincing things a homeowner or home buyer can read about you. The goal isn’t a perfect score. It’s a steady, believable record of how you treat people, including how you respond when something goes wrong.
How we do it
- Watch comments and messages. We monitor your Facebook, Instagram and Google Business Profile for comments, messages and questions during agreed hours, and reply in a voice we set with you up front.
- Route real leads fast. When someone is asking about a job, we pass it straight into your follow-up process, whether that’s your CRM, an instant follow-up text or an alert to your phone, so your team can quote and book.
- Handle negative comments calmly. We reply politely, acknowledge the concern and offer to take it private. We flag it to you right away so you can sort out the real issue. Honest criticism stays up. Spam and abuse get hidden or reported.
- Encourage honest reviews. We help set up a simple request that goes to every customer, not just the happy ones, with no rewards attached, and we reply to reviews, good and bad.
- Monitor mentions. We keep an eye out for tags and mentions of your business so you know when people are talking about you, and thank them when it makes sense.
What you get
- Replies to comments and messages across Facebook, Instagram and Google Business Profile
- A short reply guide in your voice, with clear rules on what gets handed to you
- Real leads routed into your CRM or follow-up process quickly
- Calm, professional replies to negative comments, with an alert to you
- An honest review request that goes to every customer, plus replies to new reviews
- A plain-English summary in your monthly report of messages, leads passed on and anything that needs attention
Common mistakes we fix
- Leaving messages unanswered for days. By then, the customer has moved on. We keep response times short.
- Leads stuck in the inbox. A message that never reaches your scheduling process is a lost job. We route them where your team will act.
- Arguing in the comments. A defensive reply looks worse than the original complaint. We keep it calm and take it private.
- Review gating or paying for reviews. Asking only happy customers, or offering a discount for a review, breaks platform rules. We ask everyone, honestly.
- Deleting honest criticism. It usually backfires. A thoughtful reply earns more trust than a missing comment.