FAQ for Service Providers



  • If you have a question not answered here in the FAQ section, please write to: contact@renorepairs.my
  • 1) What can RenoRepairs do for your business ?
    • Direct genuine customers to you.
    • Strengthen your online presents with your portfolio and reviews by customers.
    • Active marketing that targets homeowners and property investor. We are focused on drawing the right traffic to the website.
    • Easy access to a directory with others that can be your backup sub-contractors for your projects.
  • 2) What is it going to cost me?
    • Your profile page and product listing is FREE for now.
    • Referral commission for quotation will be negotiated with you and agreed upon before project is undertaken.
    • RenoRepairs reserves the right to charge additional amount based on the extra time and effort provided to the project. This amount will be agreed by both parties.
  • 3) How does it work for Construction or renovation projects?

    Step 1- Customer find you in our directory

    Homeowners and property investors visit our online directory looking for reliable contractors, tradesmen or repairmen. They select the service provider (you) and provide us with the description of what the job is. After we verify their request is genuine, we will forward the request to you.

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    Step 2- Decide if you want the work

    If you are interested in taking on the job, send them a price estimate for the work. They might have also requested several other service providers to provide estimates so give the best estimate possible and follow up with the customer. (Make a call if possible). If you decide to reject the job then reply the email and cc to the website.

    The request by the customer would be in the system for 3 weeks. If no quotation is issued within this duration then the request is deleted from the website as this would indicate to the website that the customer is not proceeding with the job.

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    Step 3- Get the job.

    1. Once the customer reviews the response and select who to hire. You may have to meet with the customer for a site visit and give them the final quotation.
    2. Once he accepts and pays the deposit. Minimum 10% of the amount is kept with us as collateral. This will be disbursed to you once the job has been completed to the customer’s satisfaction (the balance is minus the referral fee).
    3. A Job number is generated by us as a reference identifying the renovation/ construction project. (Job number is need for the customer review posting and any communications with the website).

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    Step 4- Customer Reviews

    The customer will provide a feedback of your service to us and will be uploaded onto your profile page after verification (against the job number). Reviews can only be done by customers who had booked you through the website. The more good reviews you get and your profile moves up the list in your category. This means more jobs for you. If within 6 months with no new positive/good reviews are obtained we will consider you a non-active account and could be subjected to removal from the website.

  • 4) How does it work for fixed fee jobs (such as plumbing repair, repair home appliance, etc.) ?

    Step 1- Customer find you in our directory

    Homeowners and property investors (aka customers) visit our online directory looking for reliable contractors, tradesmen or repairmen. They select the service provider (you) and provide us with the description of what they want done. We then will forward it to you.

     

    Step 2- Decide if you want the work

    If you are interested in taking on the job, send them the estimate for the repairs or work. The customer may have requested several other service providers to quote so give the best estimate possible and follow up with the customer. (Make a call if possible)

     

    Step 3- Get the job.

    Once the customer reviews the response and selects you to hire. We will provide you with a job number and then you will need to fix an appointment to carry out the work. You will be billed on an agreed amount as the referral fees for the quotation is below RM1000.  If the amount is above RM1000 then amount is 5.0%. RenoRepair reserves the right to amend the amount if additional time and work is given to the project.

    Step 4 - Reviews

    Always encourage the customer to provide a feedback of your service. The more good reviews you get will ensure your profile moves up the list in your category. This means more jobs for you If within 6 months with no new positive/good reviews are obtained we will consider you a non-active account and could be subjected to removal from the website.

    Note: Reviews can only be done by customers who had booked you through the website. Reviews will be forwarded to us and after verification the reviews, we will post it onto your profile page.

  • 5) How to attract more business?

    Step 1- Have a winning profile.

    • Introduce yourself and your company, give any relevant company background information. Include a photo that represents you or your company.
    • Describe your experiences, your products or services, the years in business, certification, licences, awards, etc.
    • Include photos of your pervious work or products.
    • Provide minimum 3 customers reference. Inform them we will be contacting them.

    Step 2- Give a good impression.

    • Response to request for the estimation and any enquiry immediately.
    • Give a detailed, accurate and competitive quote or estimate. If you can't quote, give an estimate or price range that is accurate.
      • Follow up with the customer after sending a quote. This shows that you are interested.
      • Keep trying if you don’t get this job. Persistence is the key to success.

    Step 3- Focus on Quality of work.

    • Always be friendly and build a repo with the customer.
    • Be focused on the quality of your work and pay attention to details, perform quality inspection before you have over your work to the customer. Many of the complaints received are because the contractor did not inspect the finished work. Ask yourself if you paid that amount of money, would you accept such the quality of work?
    • Request for the customer for reviews and good review get you more future jobs. Remember that reviews can help built and improve your business but frequent bad reviews can kill your business.
  • 6) What happens if I receive bad customer reviews?

    More than 50% of your customer reviews are negative. (Any reviews with 2 / 5 stars and below rating are considered a negative review). To be calculated based on your latest 10 reviews.

  • 7) What should I do if I receive a negative review?

    If you receive a negative review the following actions can be taken:

     

    Action 1

     

    • Once the negative review is posted, the Service Provider can propose a corrective action to solve the complaint by the customer.
    • When a settlement is reached between the Service Provider and Customer, the outcome is posted in the review section.

     

    Action 2

    • Ignore the customer review. This will impact your future business and eventually the profile page is taken down.
    • If the Customer’s review is unjustified than you can explain your side of the story.
  • 8) What happens if I write my own customer reviews?

    Customer reviews are the core of our business and as such we take this very seriously. Bogus customer reviews initiated by you will result in your profile page being removed immediately.

    You are NOT ALLOW to use the customer details and fill-in the reviews by yourself. We have mechanisms in place to ensure that customer is notified if a review is posted in his name.

  • 9) When do I need to pay the referral fees?

    For quotations above RM1000, the referral fees is payable when you receive your deposit.

    For quotations below RM1000, the fixed referral fee is payable at the 1st of the following month.

    Payment can be made to our Maybank Account via online transfer.

  • 10) How do I terminate my Profile page?

    You can write using our “contact us” page to have your profile page removed and after confirmation with you, we will remove your page. It would take about less than 48 hours to have this completed.

  • 11) How much do you charge to create my Profile Page?

    During our promotion period, there are NO charges for creating your Profile page. However, after we have reached the 1000 Service Provider quota, there is a processing fee of RM199 for profile page creation.