Bad Reviews

It’s hard not to get defensive when somebody leaves your company a bad review. To you, that one-star review isn’t just an opinion; it’s a potential profit killer. While you can’t change the past or the customer’s perceptions, you can take steps to stop similar things from happening in the future. The key is to keep your techs focused on the fact that their actions—and inactions—have consequences. We created this database of over 1,500 industry-related bad reviews to use as a tool to keep their minds on the right track.

Using bad reviews from other companies takes all the emotional baggage out of the discussion. Read a few of these at your team meetings and ask your techs how such a situation could have been avoided. Even if there is no good answer, doing this weekly keeps them focused on how customers perceive their actions and how the little things can make the biggest difference.