Every business gets a bad review eventually. Future customers read your reply as closely as the complaint, so a calm, helpful answer can win more work than the review loses.
Wait, then reply within a day
Do not answer while you are angry. Check what happened, then reply within one business day.
Use four steps
- Thank the person for the feedback.
- Acknowledge the specific problem without arguing.
- Say what you have done or will do.
- Offer a direct way to continue the conversation.
Example: a fair complaint
“Thank you for telling us, Maria. We were late to your appointment and did not call ahead, and that is not the service we aim for. I have spoken with the team about it. Please call me directly on our office number so I can make this right.”
Example: a complaint you disagree with
“Thank you for the feedback. I am sorry you were unhappy with the quote. Our price included the permit and the warranty, which we could have explained more clearly. I would be glad to walk through it with you by phone.”
Example: a review from someone who was never a customer
“We take feedback seriously, but we cannot find a record of working with you. Please contact our office so we can look into this.” Then report the review to Google if it breaks their policies.
What to avoid
- Sharing private details about the customer or the job.
- Blaming the customer.
- Copying the same reply onto every review.
- Ignoring it.
The bigger picture
A handful of critical reviews among many good ones looks real. The fix for a bad review is rarely to remove it. It is to earn ten more good ones.