Updated: Apr 21
From the moment you start performing work for customers, you are liable to receive customer reviews. Customer reviews can make or break a business, and the idea is to earn a solid reputation so when potential customers research your company, they can compare you in favor to the competition. If someone is new to the area, they may go in blind by searching for a contractor on Google, Yelp, Better Business Bureau, etc. If they don't have any friends or family in the area, they may have to rely on only reviews to make a decision. There are many factors that customers use to formulate the review: quality of work, professionalism, customer service, punctuality, and overall impression of the company. Here's an example of a 5-Star Review left by a Deck Restoration Plus / DRP Enterprises customer:
Reviews aren't always positive, and sometimes, they aren't truthful or may be used in retaliation for something (personal vendetta, disgruntled ex-employee, etc). Knowing how to respond to these in a professional manner can also help provide credibility for your company. You should consider responding to all reviews, both positive and negative. Acknowledge that the customer took time out of their day to write a review, thank them for their business and mention something along the lines of "we hope to do business with you in the future." If they were unsatisfied or left a poor review, offer to make things right by contacting them directly to discuss specifics. One thing to remember is that some people cannot be pleased and that is a fact of life. Simply offer solutions to their problem, and if nothing else works, move on, as your time and energy is better spent elsewhere.
Reviews are an often forgotten about, but critical part of the business dynamic. Make sure to ask for reviews and respond to them, and you'll be happy with the results!