In this article, we’ll walk you through handling negative reviews like a pro so that they work for you, not against you. Here's how.
No tradie likes getting a bad review. It stings, especially when you’ve put in the hard yards and done your best for a client. But let’s face it—negative reviews are part and parcel of running a business. What really matters is how you handle them. Responding the right way can turn a bad situation into a chance to showcase your professionalism and even win over new customers.
In this guide, we’ll walk you through handling negative reviews like a pro so that they work for you, not against you.
It’s natural to feel frustrated when someone posts a negative review, but firing back in anger will only make things worse. Take a deep breath and step back before responding. A calm, measured response will always reflect better on your business.
If a review is particularly harsh, write a draft response but don’t post it immediately. Give yourself an hour (or a day) to cool off, then revisit your response with fresh eyes.
A little bit of empathy goes a long way. Even if you don’t agree with the review, acknowledge the customer’s frustration. Something as simple as: “We’re really sorry to hear you weren’t happy with our service” can help diffuse tension and show you care.
Avoid getting defensive. Phrases like “That’s not true” or “You didn’t tell us that at the time” can escalate things. Instead, keep your response open and professional.
If there’s something you can do to fix the issue, offer a solution. Whether it’s a rework, a partial refund, or simply a follow-up call to discuss their concerns, taking action shows you’re committed to customer satisfaction.
Example response: “We appreciate your feedback and would love to make things right. Please get in touch so we can find a solution that works for you.”
Even if the damage is done, potential clients will see that you’re responsive and willing to resolve issues, which builds trust.
Some conversations are best had privately. If a customer is particularly upset, encourage them to reach out directly rather than hashing it out in the public eye.
Example response: “We’d love to chat about this further and find a way to improve your experience. Please call us at [your contact info] so we can sort this out.”
Once you resolve the issue, politely ask the client if they’d consider updating their review. Many happy customers will be willing to do so.
Not all negative reviews are unfair. Some may highlight genuine areas for improvement. If you notice recurring complaints (e.g., delays, communication issues, pricing misunderstandings), take them as opportunities to refine your service.
A business that listens and adapts stands out. Use constructive criticism to tweak your processes and deliver an even better experience.
One negative review won’t sink your business—unless it’s the only review people see. The best way to counteract bad feedback is by collecting more positive reviews from happy clients.
Ask satisfied customers to leave a review after each job. The more five-star reviews you have, the less impact a single bad one will have.
Make it easy for customers to leave reviews. Send them a direct link and a quick message like: “Thanks for choosing us! If you were happy with our work, we’d love it if you could leave us a review here: [link].”
Potential customers don’t expect a tradie to have a perfect 5-star record. They do, however, pay attention to how you handle criticism. A professional, respectful response shows you take pride in your work and care about your clients.
Turn negatives into positives by showing potential customers that you handle feedback well and are committed to top-notch service.
Your online reputation plays a massive role in securing new jobs. Responding to negative reviews professionally can actually help your business grow. It’s all about showing potential customers that you’re reliable, professional, and always willing to go the extra mile.
The best way to grow your business is by securing more jobs and getting more positive reviews. That’s where ServiceSeeking.com.au comes in. With thousands of customers looking for tradies like you, our platform connects you with quality leads so you can build a strong reputation and grow your business.
Don’t let one bad review hold you back. Sign up for a plan today, start winning more jobs, and show future clients why you’re the best in the biz!
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