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How to Respond to Reviews, Positive or Negative, of Your Contracting Business

Wednesday, November 28th, 2018

As a home improvement contractor, do you live in fear of a scathing online review on Yelp? Do you feel that one negative review on Facebook or Google could sink your business? Do you feel reviews are out of your control? If you answer yes to any of these questions, then it's time to clinch the review process for your business.

What do you do when a customer shows you love through a review? - Image 1

Best Practices for Contractors When Responding to Reviews

Responses are an opportunity to give your business a voice and show future customers you care.

1. Respond Often Enough to Show You Care - Should you respond to every single review? If your volume is low, you can easily post a simple "Thank you!" to many, if not all reviews. But the choice is yours: respond to good and bad reviews as often as makes sense to you or feels right, as long as your goal is to be a presence on Google Reviews, Yelp, Angie's List and others. 

2. Be Authentic - Vary your messages so they don’t seem automated (this is one reason for not responding to every single positive review). Let the customer know that a real person at your company actually read the review. Mention the service, city or project to show you remember the project (and for SEO purposes).

3. Do not immediately respond to a bad review - Take a deep breath and step away from your keyboard. Even if you think a negative review is unfair, inaccurate, or mean-spirited, carefully consider your response. Always remember that other potential customers will see how you’re handling a disgruntled customer. Consider posting a short message and then choose to send a private response to see if you can address their concern one-on-one.

Share with your team - Make it a habit to respond to reviews by printing each one to show the rest of your team.  The ability to generate a review is not only beneficial for your internet presence, but it’s also necessary to improve your business! 

Examples of responses to positive reviews

Of course, you can look at how other companies (including your competition) respond to their reviews on Google, Yelp, Facebook and other review sites. Don't copy the language, but instead consider how different responses make you feel and would affect you as a potential customer.

When responding to satisfied customers, try to include the town or service when you can do so naturally.

Thank you for the great review. At Decks R Us, we work hard to deliver the best service to our customers.” 

"Thank you for the feedback! We are thrilled that you're happy with your new fence. We love working in Brookside. If you have any questions please do not hesitate to give us a call.

"Thanks, Emily! We love Glen, too. He and the crew pride themselves on leaving a site tidy."

"We're so glad to hear how you're enjoying your new deck. We'll share your feedback with everyone back in our Hartford office."

Quick SEO Tip: Include your business name in responses to positive reviews only.

Examples of responses to negative reviews 

You'll note in these sample responses that they are polite, brief, professional and accept responsibility. When the review is strongly worded and the customer is clearly unhappy, legitimately or not, offer to take the issue offline. Detailed or heated exchanges don't belong on Yelp or Facebook. 

Thanks for taking the time to provide valuable feedback. We would like to look into this. Please DM us or call us at (number).” 

This is Tom, Production Manager. I am sorry to hear about the scheduling issues. While we can't go back and solve the scheduling mishap, your feedback will help us tackle this issue and become a better business.

Thank you for bringing this to our attention. This is not up to our usual high standards. I am sharing this with our team to make sure this doesn’t happen again.

Ready to Implement a Better Review Process?

For many contractors, the challenge is keeping tabs of reviews as they come in. BigNet Leads offers easy-to-use tools for collecting, analyzing and sharing reviews that together offer a complete reputation management system for home improvement contractors.

Interested in our easy to use tools for collecting, responding and analyzing reviews? Contact us or call us at 1-888-908-7806

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