When running a home services company, you can’t expect to make everyone happy–no matter how hard you try. Every once in a while, you might find yourself dealing with negative reviews from someone your business may not have even worked with. Though it might be tempting to just ignore any negative feedback, this isn’t always the best approach, especially from a home services marketing standpoint.

When you take the time to respond to reviews, it shows that your business cares, and it can do wonders for your reputation despite the negativity. That’s not all! In addition to building trust with prospective customers, you can actually enhance your SEO results when you respond to reviews. 

If you’re feeling intimidated by the idea of responding to your first negative review, don’t overthink it. Here are six simple tips to keep in mind so that you can handle all customer complaints with ease.

1. Don’t Take It Personally

The very first step to take when you start a business is to develop a thick skin. Not everyone is going to love you and what you do, so you’ll want to learn how to leave your emotions out of your responses to criticism. 

This can be easier said than done, but it’s important to remember that most customers view your business as an entity and forget that there is a real person with feelings behind the screen. The best way to respond is to maintain your professionalism and check your personal feelings at the door.

2. Respond Immediately

If you need to take some time to cool down before responding, do so, but keep in mind that responding quickly can go a long way with an unhappy customer. Most people expect immediate action when they are unsatisfied with a company’s services, so you should respond as soon as you are able. 

For smaller businesses, this might be difficult if you are busy working on back to back jobs, but fast responses can give the impression that you have an attentive customer service team. Not only will this hopefully improve the opinion of the unhappy customer, but it can also improve your reputation with prospects researching your business.

3. Personalize Every Response

You already have enough on your plate when you own a business, but you don’t want to cut corners when you respond to reviews. Sure, the copy-and-paste approach might be faster, but both unhappy and new customers won’t be impressed by a business that gives the same generic response to every bad review. 

Instead, you should ensure that every message addresses each specific review. You can mention the customer by name, include details from their review to prove that you read it, and let them know how you plan to improve your services.

4. Thank & Apologize

Kindness can go a long way with even the most difficult customers. By thanking the reviewer for taking the time to leave feedback, you can already start to de-escalate their anger. 

You should also sincerely apologize for their dissatisfaction. The words “I’m sorry” may be all that the disgruntled customer wanted to hear. Unfortunately, those words are difficult for some people to say. If you are able to humble yourself, it will go a long way with potential customers looking for trustworthy restoration contractors.

5. Never Argue

The number one way to make the situation worse is by engaging in an argument with the unhappy customer. While you might want to defend yourself, arguing won’t make them any happier, and it won’t be a good look for your business when other customers check your reviews. It’s recommended that you simply maintain respect and seek a solution if you want a chance at making anything better.

6. Give the Opportunity to Discuss 

A great way to reach a resolution is by offering the customer the chance to speak directly with you or your customer service team. Not only does this help to keep more negativity offline, but it also gives you the opportunity to gather more personal information that shouldn’t be shared on the internet. If they take you up on the offer, make sure that you actively listen and go out of your way to make the situation right.

Examples of 1 Star Review Responses: