A contractor asks how to handle a one-star Google review. The advisor says: show empathy, try to fix the problem, check if they're in your system, and if you messed up, give them clear steps to make it right. Don't make excuses.
If I need to respond to a negative one star Google review. As a contractor, what should I be doing more of?
When it comes to Google reviews, what you really want to focus on is having empathy for the end user. Regardless if it's actually the customer or not. You want to make sure that you're trying to solve their problem. So even if it's not your customer, you want to try to discredit them by saying something like hey, I searched our system and you're not in there. However, if you do have this issue, we'd love to come out and give you a second opinion. Or if it is a customer and you did screw up, then you should give them some actionable steps of how they can get this result.
