Customer Service
5-Star Trade: Customer Service & Reputation Management
A customer service standard and review-generation system your whole crew follows, so your reputation grows the business for you.
Who This Course Is For
Owners whose reputation is entirely word-of-mouth and informal, with no process for reviews or handling unhappy customers.
Most trade business owners already know their reputation matters — it's how most of their jobs come in the door. What's usually missing isn't the belief that customer experience matters, it's a process behind it. Reviews get left to chance. Complaints get handled however the person who answers the phone that day happens to handle them. A happy customer walks away happy, but nobody ever asks them to tell anyone else about it.
5-Star Trade turns "we do good work and people seem to like us" into an actual system — a customer service standard your whole crew follows, a repeatable way to generate reviews, a plan for handling complaints before they turn into a public problem, and a way to turn satisfied customers into referrals without feeling like a used-car pitch.
This matters more than most owners realize, because in a trade business, reputation isn't a soft metric off to the side — it's directly connected to how many leads show up without any ad spend behind them. Two crews can do technically identical work and end up with completely different pipelines, because one of them treats the customer experience as part of the job and the other treats it as an afterthought. This course is about building the version of your business where the crew, not just the owner, carries the standard — so your reputation keeps compounding whether or not you personally showed up to that particular job.
The Outcome
What you'll walk away with
A customer service standard and review-generation system your whole crew follows, so your reputation grows the business for you. You'll leave with a written customer service standard you can hand to any tech on your crew, a complaint-handling approach that protects the relationship instead of just the invoice, a repeatable process for asking happy customers to leave a review, a simple way to turn satisfaction into referrals, and a plan for responding when something goes wrong in public — a bad review, a complaint online, a job that didn't go the way anyone wanted.
The Curriculum
Six modules. Reputation as a growth engine, not luck.
Why customer experience is a growth strategy, not just "being nice"
It's easy to treat customer service as a personality trait — some crews are just friendlier than others. This module reframes it as a growth strategy with a direct line to your pipeline: every job is either building your reputation or quietly eroding it, and in a trade business, reputation is marketing you don't have to pay for.
Setting a customer service standard your whole crew follows
"Be professional" isn't a standard your crew can actually follow. This module covers building a specific, repeatable customer service standard — how a tech shows up, communicates delays, protects a customer's property, and closes out a job — so the experience is consistent whether you're on-site or your newest hire is.
Handling complaints and comebacks without losing the customer
Every trade business eventually gets a callback, a comeback, or an unhappy customer — that's not a sign you're doing something wrong, it's a sign you're doing volume. This module covers how to handle complaints in a way that de-escalates the situation and, more often than not, turns a frustrated customer into a loyal one.
Building a systematic review-generation process
Hoping happy customers remember to leave a review isn't a system. This module covers building a review-generation process that's part of how every job closes out — when to ask, how to ask, and how to make it easy enough that satisfied customers actually follow through instead of meaning to and forgetting.
Turning happy customers into referrals (without being pushy)
A happy customer is a referral source you haven't activated yet. This module covers how to turn genuine satisfaction into word-of-mouth business without turning every job into an awkward sales pitch — the difference between asking for referrals and earning them.
Protecting your reputation online: what to do when something goes wrong
Sooner or later, something will go wrong in front of an audience — a bad review, a public complaint, a job that didn't go as planned. This module covers how to respond in a way that protects your reputation instead of making it worse, including how to handle criticism online without getting defensive or going silent.
Is This Course Right For You
Let's be specific about who this helps
This course is for you if:
- ✓Owners whose reputation is entirely word-of-mouth, with no formal process behind it
- ✓Owners who want more reviews but have no system for actually generating them
- ✓Owners whose crew's customer experience varies wildly depending on who shows up
This isn't the right fit if:
- ✕Businesses looking for a script to fake enthusiasm — this is about a real standard, not a performance
- ✕Owners hoping for a shortcut around handling a legitimately bad job — some situations still require real repair work first
- ✕Anyone expecting guaranteed review counts or ratings — this course teaches a process, not a promised outcome
Format & Delivery
How this course works
5-Star Trade is delivered online and self-paced. Each module includes practical worksheets and scripts — the actual language to use when asking for a review or handling a complaint call — not just lecture-style video, so you're building tools you can hand to your crew, not just watching a presentation about customer service in general.
If you want direct coaching on rolling this out across your team, this course is also part of the full curriculum inside the Accelerator. Contact us for current details on pricing and format for either path.
Frequently Asked Questions
Questions about 5-Star Trade
I'm not a "business person" — I'm good at the trade, not the paperwork. Is this still for me?
Yes — that's exactly who this was built for. The courses are written in plain language for people who are skilled tradespeople first, not for people who already have a business degree.
What will I actually be able to do differently after finishing a course?
Each course is built around a specific, practical outcome — a real estimating system, a job-costing process, a hiring process, and so on — rather than general business theory.
Do you provide templates, worksheets, or tools — or is it just video lessons?
The courses are built around practical, usable tools — templates and worksheets you can put to work in your business, not just lecture-style video.
What happens after I finish a course — is there ongoing support?
Reach out to discuss what ongoing support looks like for your course or coaching track.
Ready to make your reputation a growth system?
Call 844-967-5247, email josh@contractorschoiceagency.com, or fill out a short form and we'll follow up within 1 business day.