Do This If You Get a Negative Review

You open your Google Business Profile, and there it is: a one-star review. What should you do?

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Maybe the customer had a legitimate complaint, or perhaps they misunderstood what happened. Or it could be that the technician did everything right, and the customer was still unhappy. Sadly, we've even seen people try to use bad reviews as leverage for free home repairs!  

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No matter the reason the poor review is there, we get your first instinct might be to fire off a defensive response. Don’t.

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A negative review can sting, especially when you work hard to provide good service. But how you handle it matters just as much as the review itself.  If you see a bad online review, follow these tips from our team at My Marketing Works!  

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Take a Breath Before You Respond

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Don’t respond while you’re annoyed. Give yourself some time to cool off and look at the situation objectively. We recommend getting all the facts before you start typing. Check the customer’s job history, invoices, technician notes, photos, texts, and any other relevant information.  

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You may discover there was a genuine problem that needs fixing. Or you may find that the customer’s version of events doesn’t quite match what happened. Either way, you’ll be in a much better position to respond.

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Keep Your Response Short and Professional

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Your Google response isn’t really for the person who left the review. It’s for everyone else reading it. You don’t need to explain every detail of the job or write a novel defending your technician. Acknowledge their frustration, briefly address the situation if appropriate, and offer to discuss it directly.

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Something as simple as: “We’re sorry to hear you weren’t happy with your experience. We’d appreciate the opportunity to learn more about what happened and see how we can help. Please give our office a call at [phone number].”

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That’s enough. No arguing. No sarcasm, and definitely no “Well, actually…”

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Try to Fix the Problem

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If the complaint is legitimate, do something about it. Call the customer or send someone back out if necessary. Correct the mistake. Sometimes a customer who leaves a one-star review can become a customer who tells everyone how well your business handled the problem.

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Remember, you won’t win everyone over, but it’s definitely worth making the effort!

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And if managing reviews feels like one more thing on your already-full plate, that’s where we can help. My Marketing Works can handle review rallies and help monitor and respond to new reviews. If a negative review comes in, you can reach out to us, or if we spot it first, we’ll get the details from you about what happened before responding, so you’re never stuck figuring out what to say on your own.

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We also help clients deal with suspicious or potentially fraudulent reviews, including reviews that may come from former employees or people connected to them. When a review crosses that line, we can advocate for our client and work through the appropriate channels to challenge it. It saves you time, stress, and the temptation to spend your afternoon arguing with a stranger on Google.

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Don’t Ignore the Rest of Your Reviews

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One bad review is rarely the end of the world, especially when your profile has a strong collection of genuine positive reviews. Keep asking happy customers for feedback. Make it part of your normal process after a completed job.

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Your reputation is built over time, one customer at a time. A single unhappy customer shouldn’t get to define your business.

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Make Reviews Part of Your Marketing Strategy

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For trades and home services, reviews are one of your most valuable marketing tools. They help potential customers feel comfortable calling you when they’re dealing with a broken AC, clogged drain, electrical problem, or plumbing emergency.

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Negative reviews happen. What matters is how you respond, what you learn from them, and the reputation you continue building afterward.

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Need help strengthening your online reputation and marketing strategy? My Marketing Works can help. Get in touch and let’s make your reviews WORK harder for your business!

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