Short two-person YouTube clip (Phil Risher) advising contractors about the damage low Google reviews can do to lead flow. Key recommendations: (1) investigate and fix service/process issues causing one-star reviews; (2) publicly respond to one-star reviews so prospective customers see the business cares about customer service.
I want you to think about a contractor who's stuck in a rut. And that rut is they keep getting negative or low Google reviews and it's affecting their business as they go forward. They show up to the next quote or estimate and that Google review lands like a brick on their head. What do they need to do differently in their business to change that?
The first thing is if you keep getting one star Google reviews, you need to look at your process and figure out why are people having a bad experience with your service and leaving you a one star in the first place. The second thing is, if you do get one star reviews and you think that they're just barking dogs or annoying people, you got to make sure to respond to the Google review and don't just let it hang out there. The reason. The reason is because when prospective customers look for your business and they go and read your reviews and they see that one star and you haven't responded, it shows them that you probably don't care about customer service. And so if something were to go wrong on their job, they may not select you because they don't know how you treat your customers when things do go bad.
