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Introducing
RealWork XM

Turn every completed job into a customer conversation  and every conversation into a stronger reputation.

Call details
NPS 2 – DetractorVoicemail
Stephanie & Mark NielsonAug 4, 20252m 11s
▶
AI assistantCustomer
Good morning, Mid South. This is Olmstead Plumbing, I'm calling about the work we did on your home recently.
Yes.
Great. My name is Rio. I'm a digital assistant checking in as part of your service package. Do you have 60 seconds?
Yes.
Provide feedbackDone

The Post-Job Problem

Every contractor knows the feeling. You finish a job, the customer shakes your hand, and you move on to the next one. But what happens after the truck pulls away?

Most of the time nothing happens. The customer meant to leave a review but forgot. Or they had a small concern but didn’t know who to call. Or they were thrilled with the work and would have told everyone on Google... if anyone had asked.

That gap  between the work you do and the reputation you build is where RealWork XM lives.

What RealWork XM Does

After every completed job, RealWork XM follows up with your customer by phone. Not a generic text. Not a survey link buried in an email. An actual call, the day after the job, that checks in on the work.

Here’s what happens on that call:

If the customer is happy, we ask them to share their experience on Google, right there, while the job is still fresh. They’ve already told us what they loved about your team. We make it easy to say it publicly.

If something went wrong, we find out immediately. The customer is connected to your team on the spot - via live transfer or message - so you can resolve the issue before it ever becomes a review. You hear about it first. Not Google.

Either way, you get a Neighborhood Promoter Score, a 1-to-10 rating with the customer’s own words explaining how they felt about the experience. Job by job. Tech by tech. So you always know where you stand with the people who matter most.

How Every Follow-Up Works
✓
Job Complete
Synced from your CRM automatically
→
☎
XM Calls
Voice follow-up the next day
Live Transfer
If issue detected
→
⬤
NPS Score & Feedback
Customer rates 1–10 with their own words
→
★
Google Review
Prompted while the job is still fresh

Why This Is Different from Reputation Management

Reputation management tools ask for reviews. That’s the job they were built to do; send a link, hope someone clicks it, and respond to whatever shows up on Google.

RealWork XM doesn’t start with the review. It starts with the customer.

The follow-up call isn’t a review request. It’s a check-in. “How did the job go? Is everything working? Is there anything we should know?” When you lead with that - when the customer feels heard before they’re asked for anything - something changes. They trust you more. They say more. And when they do leave a review, it’s detailed, specific, and genuine.

That’s why contractors using RealWork XM see 30% more Google reviews than text and email alone. Not because we ask harder. Because we ask differently.

30%
More Google reviews than text & email alone
Not because we ask harder. Because we ask differently — starting with a real conversation about the work.
Text & Email
RealWork XM

What This Means for Your Business

More Reviews That Actually Mean Something

Every review earned through XM is backed by a real conversation. Customers who took the time to talk about the work leave reviews that mention your team by name, describe what was done, and tell the next customer what to expect. Google rewards that kind of detail - review signals account for roughly 15% of local pack rankings - and so do the people reading it. 97% of consumers now read reviews before choosing a local business.

Problems Caught Before They Go Public

A customer who scores a 6 on their follow-up call is a problem you can solve today. A customer who posts a 1-star review next week is a problem that lives on your Google profile forever. XM closes the gap between those two moments and gives your team the chance to make it right while the relationship is still recoverable.

The Playbook to Become a 5-Star Company

NPS scores and AI-generated summaries across every job show you exactly where your business is winning and where it's falling short. Which techs consistently earn 9s and 10s? Which service types generate the most callbacks? What do your happiest customers say when they describe your team? RealWork XM gives you the answers from the people who hired you.

Call Recordings That Build Your Culture

Every follow-up call is recorded and transcribed. Share the wins in your team meetings. When a customer raves about a tech's professionalism, play it for the crew. When a score comes in low, use it for a real coaching conversation and not just guess about what happened.

The Features Behind the Results

Post-job follow-up calls
Voice, text, and email outreach after every completed job — personalized to the work, the customer, and the crew
Hot transfers for upset customers
Customers with a concern are connected to your team live, or leave a message with immediate alerts to your phone
Pulse notifications
Real-time text and email alerts for low scores, problems, and new Google reviews — configured the way you want them
Neighborhood Promoter Scores
1–10 scores with customer explanations on every job, tracked by tech, service type, and time period
Conversation intelligence
Full call recordings and transcripts, shareable with your staff for coaching, celebration, and accountability
Smart summaries
Trends, patterns, and improvement recommendations generated from your actual customer conversations

Built for the Way You Work

RealWork XM connects to your existing job management system. When a job is marked complete, the follow-up starts automatically. No manual triggers. No extra work for your office team. No relying on a tech to remember to send a link.

Your customers hear from your company the day after the job. Your team hears from your customers in real time. And your business builds the kind of reputation that compounds, because it’s built on real experiences, not just the customers who happened to click a link.

Your reputation, measured job by job

NPS scores, call recordings, review trends — all in one place

app.realworklabs.com/xm/dashboard
J
C
M
I
Customers
OverviewCustomersReviews
Alerts 2
Nell Johnson
NPS 2Hot transfer
“Do NOT choose ACME plumbing...”
Barbara Gordon
NPS 2Hot transfer
“The technician left all his stuff everywhere!”
To-dos 8
Stacy Eatmon
★★★★★
“Our experience was nothing but top notch...”
Respond
Rick Grahn
★★★★★
“The rating is in their name...”
Respond
Voice calls
10
Called
55
Answered
25
Call results
10
Reviews
15
NPS
12
Insights
2
Hot transfers

See It in Action

Your customers have something to say about your team. RealWork XM makes sure you hear every word and that the best of it becomes the reputation your business deserves.

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