In a perfect world, every review would be positive and there would be a pot of gold waiting for you at the end of a rainbow but we all know that’s not realistic. So what do you do if you get a negative review? If it looks like it’s fake then you can dispute it. If it looks legit it’s in your best interest to respond in a positive “customer service” manner, no matter what they are saying. The worst thing you can do is just ignore it. Yes, there are exceptions but use your best judgment.
What do you do when you get a negative review for your restoration business? There’s a good chance that if you run a restoration business long enough, that you’re going to get these negative reviews. And we talk about responding to reviews all the time on these videos and on our website and blogs. But what do you do when you get a negative review?
Well, your first instincts probably don’t want to get on there and hammer them and yell. But I’m here to tell you, you can’t answer that way. The best way to answer somebody when you get a negative review, whether it’s fake or real, is that you need to respond in a very customer service and positive way no matter what they’re saying.
For instance, if somebody complains about your service, you need to respond to that with, “Hey, thanks for your feedback. Here’s why we believe our service is great. And here’s what we’re gonna do to improve your experience. Call us any time so we can make this right.” That is the best way to respond to any type of review. Always shed your company in a positive light to make sure that your online reputation maintains the highest level.
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Benjamin Ricciardi is the founder of Ironclad Restoration Marketing, A digital marketing agency that specializes in the Restoration and Cleaning industry based in South Florida. Benjamin is the author of The No Bulls**t Guide to Internet Marketing for Restoration Contractors and hosts The Restoration Rundown Podcast, a podcast that is focused on everything related to marketing and owning a Restoration and Cleaning Business. Connect with Benjamin and Ironclad Restoration Marketing on social media for the latest tips and tricks on how to grow your Restoration Business.