Category: Win work guide

We use this page of the Win Work Guide to give our businesses quick tips and articles on how to use the platform.

The best way to ask customers for reviews

Reviews are the most persuasive evidence of your credibility for new customers deciding whether to hire you. We asked businesses with over a hundred reviews how they consistently got their customers to leave reviews on their Oneflare profile.

1. Ask the customer face to face right after completing the job when your rapport with them is strongest. If you have a good relationship with the customer they will be happy to leave you a testimonial.
2. Make it easy for the customer by sending them a link to your profile in your last communication with them. For example, in your invoice email add a link, politely inviting them to leave you a review. This coupled with asking them face to face should be enough to get a review after a good experience, according to our top reviewed businesses.
3. If you have an email template for your invoice, or follow up emails, include a link to your Oneflare review so it is part of your automated/templated communications with customers.
4. You can also request a review from the new Reviews section in the app. This will send the customer an email to invite them to leave a review on your profile.
5. If you have lots of reviews on Google, Facebook or other review hosting sites but not on Oneflare, try to direct new customers to Oneflare. If you are using Oneflare to acquire new clients, your reviews on Oneflare will be one of the best tools for your success.
6. If you find yourself connecting with a lot of customers on Oneflare but you’re not having success winning them over, try to get past clients to leave you a review on your Oneflare profile. Share it on your social media or email list. Past clients who didn’t come through Oneflare can still leave a review on your Oneflare profile. A lack of reviews could be the reason why customers are not choosing you over your competitors.

Check in on this section for regular updates on what’s new.

Genuine Customer Guarantee

Featured Listing businesses have exclusive access to our Genuine Customer Guarantee. Put simply, the guarantee provides you with the ability to request a credit refund when a customer has not interacted with their job and has not responded to your quote.

Before applying for a refund, you must:

• Reveal the customer’s phone number and attempt to make contact; and
• Send a follow-up message via your inbox

If you are still unable to get in touch, you can request a refund within 72 hours of submitting your initial quote. For more information, read our articles on our eligibility criteria, how to request a refund and how find out the outcome of your request.

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Business app updates

We’ve made some major improvements to the profile section in the business app on iOS and Android. Oneflare businesses now have more control over their leads, all from their mobile.

You can now update your service area and service types, allowing you to widen or restrict the number and validity of the leads you get through Oneflare. You can also search by region e.g. Blue Mountains and automatically register for leads from every suburb in that area.

Businesses are now also able to see what their profile looks like to potential customers and can increase their chances of winning with the newly improved Profile scores.

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Reviews update

We made a handy update to the reviews section of the app. You can now read and reply to all new reviews you receive from your customers in the app, as well as keep track of your average rating.

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Changes to profile scores

Your profile score is a guide to give you an understanding of how complete your profile is, and what is missing. You can view your current score via your Oneflare App, just navigate to your profile then to the profile score screen.

As shown in this screenshot, your profile score is out of 100. You can gain more points for your profile by updating your business information, like your logo, insurance and ABN and getting reviews from customers. This breakdown of the score is currently only available from the iOS and Android apps and will come to the website soon.

Things to note about your profile score:

• Having a higher score will improve your ranking on the Oneflare website.
• Customers do not see your score, but they do see a complete profile and an incomplete profile. That’s why a business with a high score is far more likely to beat a business with a low score when competing for the same job.
• We have determined the points system based on what we know customers value the highest from research and data.
• As always, we are constantly listening to feedback from our businesses and hope to add even more capability to our business tools in the future.

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Customer verification

Pick the customers who are right for you by seeing if a customer is verified before you quote. Your leads dashboard and the ‘Prepare my quote’ page will display icons for verified mobile numbers, email addresses and returning customers.

For more information on how to check your customer’s verification status, click here.

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Customer mobile number and email

We’ve made it even easier for you to get in touch with customers as soon as you’ve sent them your quote. You now have the option of revealing not just their phone number but their email address as well.

It’s up to you whether you would like to keep their contact details hidden, or if you would prefer to reach out to them as soon as possible, whether they’ve seen your quote or not. Please keep in mind the Auto Credit Refund feature is only available if you keep their details hidden.

Quoting Credits are a simple payment solution that give you the freedom to quote on the jobs you want when you want them.

How are leads priced?

1. Leads are dynamically priced based on attributes such as the demand of the job, its location, its size the type of work.
2. Dynamic pricing ensures that the cost of our quotes remains reasonable and in line with market value.
3. Prices for quoting on individual jobs will be displayed on the bottom left-hand corner of the job within your leads dashboard.

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What are the available Quoting Credit Packs & Plans?

A range of credit packs and plans are available in a variety of sizes to suit every business’ needs. Speak to us today on 1300 441 593 to find out more.

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How can I check my credit balance?

1. Your credit balance will be displayed at the top of every page in your account, on the right-hand side next to your business name.
2. Your credit balance will also be displayed before you submit each quote, on the ‘Save and Preview’ screen.
3. Alternatively, you can check your credit balance via Menu > Account Settings > Billing.
4. Check how many credits you have spent on recent quotes via Menu > Account Settings > Quote Activity.

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What’s the Genuine Customer Guarantee?

Featured Listing businesses have exclusive access to our Genuine Customer Guarantee. Put simply, the guarantee provides you with the ability to request a credit refund when a customer has not interacted with their job and has not responded to your quote.

Before applying for a refund, you must:

• Reveal the customer’s phone number and attempt to make contact; and

• Send a follow-up message via your inbox

If you are still unable to get in touch, you can request a refund within 72 hours of submitting your initial quote. For more information, read our articles on our eligibility criteria, how to request a refund and how find out the outcome of your request.

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Why can’t I locate the ‘request refund’ button?

You may fall into one of the following cases:

• You have already submitted a refund request
• Your quote was free
• Your quote is older than 72 hours

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Ready to see your credits?

For more information, visit our Help Centre.

Reviews are the perfect way to show off your unique selling points and build trust with more potential customers.

“The reviews and ratings systems give potential customers a chance to see what other people think about my business before they make a decision.” – Andrew Russell – Sense Technology

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Collecting Customer Reviews

1. Log in to your profile
   Your review link can be found below your business information in your profile.
2. Send your review link
   Copy your unique review link and send it to past customers. You can also share your review link on social media by clicking the relevant social icon button.
3. See your live reviews
   Once you start receiving reviews, check out your public profile and see what customers see when they visit your profile.

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Responding to negative reviews

Every now and then businesses come across a negative review. It’s important to not get discouraged; take this as a good opportunity and a challenge to improve. Here are some useful tips to help you with your response:

1. Follow up with a thoughtful and positive response
   Customers will see that you are responsive and solution-oriented.
2. Apologise as appropriate
   Show that your business cares and that you are taking steps towards improvement.
3. Ask for false or inappropriate reviews to be removed
   False, malicious, or inappropriate reviews can be removed. Contact our Oneflare Support Team at 13 18 18 and we will investigate your case.

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Ready to get a great review?

To find more information on your reviews, visit our Help centre.

A quote is your very first contact with a customer. Make an impression by providing a customised price and message, and increase your chances of being selected for the job. Clear messages are key elements to perfecting your quotes.

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“I select businesses who I know have carefully read the details of my job and took care to address issues that I may have forgotten to mention. Being friendly and professional is a must.” Nicholas J. Dunford – Oneflare customer

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Tips for a winning quote

1. Set your price or provide an estimation
   Give your customer an idea/estimation of the price and explain the factors that may affect the total price.
2. Explain the next steps
   Set realistic expectations and let your customers know what you plan to do with the estimation you provide.
3. Be professional and courteous
   Show excitement for the work you do. Share previous experiences and any necessary qualifications.

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Optimising to win work

Be fast: 60% of winning quotes are submitted within 60 minutes of the job being posted.

Follow up: We will notify you when a customer has seen your quote, so you know when to follow up with a more personal conversation.

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Ready to send quotes?

To find more information on quotes, visit our Help centre.

Receiving the right leads in the areas you service is key to saving you time and improving your chances of winning work with Oneflare.

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“Our business is growing, specifically, because Oneflare sends us leads that want the services we deliver. There have been more leads coming our way than we anticipated, which is great!” – Steven Ram – Zaaax Design

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How to set up your leads with Oneflare

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Receiving the right leads

It’s easy to set your service type and area accurately:

1. In your account settings, select your service type:
   By updating your service type, you will only receive leads that are relevant to the work you do.
2. Select your service area:
   Set up your service area to receive job notifications from customers located in your desired area.

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Ready to get the right jobs?

To find more information on your leads, visit our Help centre

Your profile is a key feature of your account. It lets customers know more about you and your business, it’s where they can read your reviews, and it’s where you select the type of leads you want to receive. Completed profiles win up to 230% more work.

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Get Verified

Verify your business to earn customer trust by completing these 3 profile elements:

1. Upload a business logo or profile picture
   Looking professional in your profile photo strengthens your profile. Customers want to see who they are inviting into their home.
2. Add a business description
   Outline exactly what you can do, highlighting your skills and experiences.
3. Add your ABN and confirm your Public Liability Insurance, license or certificate
   Build trust with customers by showing you are a legitimate business.

Get verified

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Highlight your best work

Photos are a great way to show off your work. Here are some useful tips for how to display your photos:

1. Upload photos of you and your team in action.
2. Display before-and-after examples of your work.
3. Include descriptive captions.

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Tell your story

Help customers understand and trust your business by answering a few questions:

1. Talk about your experience
   And give a few examples of your work.
2. Show your love for what you do
   Share stories of how you started and what keeps you going.
3. Always show professionalism
   Customers notice attention to detail through your spelling and grammar.

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Ready to update your profile?

To find more information on your profile, visit our Help centre.

Receiving the right leads in the areas you service is key to saving you time and improving your chances of winning work with Oneflare.

1. Customers come to Oneflare looking for qualified businesses
   Whether it is a home renovation, party planning, or sorting their taxes, Oneflare connects you with genuine customers looking to get their jobs done across 180+ categories.
2. We connect you with customers worth quoting for
   Once registered, build out your business profile then set your service areas and service types to attract the customers you want. Oneflare will then match you with suitable leads and send you all the details of the job, instantly, on-the-go.
3. Use credits to win work
   Credits are the currency in which you purchase leads on Oneflare. Avoid chasing the time wasters and dreamers, and focus on winning real, valuable work by becoming a Featured Listing business. As part of your inclusions, you’ll have the exclusive ability to request a credit refund when a customer has not interacted with their job and has not responded to your quote. For more on our eligibility criteria, click here.

What do customers look for?

They want a trustworthy and reliable expert that can get the job done right. Read our Get the most out of your profile, Get the most out of your reviews and Best practices guides for more information.