Received a review that is completely inaccurate? Contacted home owner who submitted review, as had no idea of his frustration. Attempting to correct whatever owner states is poorly done. He won’t return email or phone call.
Always take pics of finished jobs or have your men do so. . Continue to reach out to him. Tell him you care about your customers and company and that you will stand by your work and correct it. This type of thing happens to All contractors IMO we are separated by how we handle it. Don’t give up. I had one over s missed appointment emailed her about it did job she loved us and reposted 5 stars.
How many times a contractor has submitted bid for the project and half way through the project the clients comes and says “this not what want or expected”. My suggestion is get everything in writing, and pictures and signature on the contract/SOW to back up what was in the SOW “Statement of Work”.
This happened to us recently. We reached out to her several times and she told us to leave her alone. It’s not in our best interest to publicly argue or belittle any of our customers. We address her public statements with the facts which contradicted her incorrect comments. It did make us more aware of our customer’s experience during the remodeling process. To prevent negative reviews from happening in the future, we follow up with the customer throughout the project, making sure that their concerns are being addressed and listened to. Everything we do is documented and pictures are taken throughout the production process. This has helped us immensely when customers become concerned if we are doing the job correctly or just cutting corners. The best piece of advice we can give is to never argue publicly with your customers, and always thank them for their business.
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Documentation, pictures, emails only, signed contract / agreement, scope of work must be signed, if changes are made have it in writing. Building permits signed on inspections. Must.