The 7 Golden Rules of Review Responses
Templates for Service Quality Complaints
"The treatment didn't work"
Customer Review: "Had them spray for ants last week and I'm still seeing ants everywhere. Complete waste of money."
Our treatments typically take 7-10 days for full effectiveness, but it sounds like you're not seeing the results you should. I'd like to send our senior technician back at no charge to reassess and retreat if necessary.
Please call me directly at [Phone] so we can schedule this immediately. We stand behind our work with a satisfaction guarantee, and I want to make this right for you.
[Your Name]
[Title]"
"Pests came back after treatment"
Customer Review: "Paid for termite treatment 3 months ago and now they're back. Feel completely ripped off."
Your service is under our 1-year warranty, and we will honor that immediately. I'm personally scheduling our certified termite specialist to conduct a full re-inspection and treatment at no cost to you.
Please contact me directly at [Phone] or [Email]. I'll also review your account to understand what went wrong and ensure this doesn't happen again.
We value your trust and want to make this right.
[Your Name], Owner"
"Damage to property"
Customer Review: "Technician stained my driveway with chemicals and now there's a permanent mark. No one will return my calls."
I'm personally taking over your case. We are fully insured and will file a claim immediately to cover all repair costs. I'll also arrange for a professional assessment within 48 hours.
Please call my direct line at [Phone] or email [Email]. I'm available today and want to resolve this quickly and completely.
Again, I apologize for this situation and our poor communication.
[Your Name], General Manager"
Templates for Pricing Complaints
"Way too expensive"
Customer Review: "$400 for a simple ant treatment? Highway robbery! Got quotes for half that from others."
Our pricing reflects our comprehensive approach: we use premium eco-friendly products, our technicians receive 100+ hours of annual training, and we include a 90-day guarantee with free re-services if needed.
I'd like to review your specific service to ensure you were charged correctly and discuss our value. Please contact me at [Phone] - I may have options that better fit your budget while maintaining quality service.
Thank you for giving us the opportunity to earn your business.
[Your Name]"
"Hidden fees / Bait and switch"
Customer Review: "Quoted $99 on the phone, technician shows up and suddenly it's $350. Total bait and switch!"
I need to investigate what happened with your quote immediately. Our phone quotes should clearly state when prices may vary based on inspection findings, and it seems we failed to communicate this properly.
Please contact me directly at [Phone] or [Email]. I want to review your invoice, understand the discrepancy, and make this right - including a potential refund if we made an error.
Transparency is crucial to our business, and we clearly fell short here.
[Your Name], Owner"
Templates for Customer Service Issues
"Rude technician"
Customer Review: "Technician was incredibly rude, tracked mud through my house, and left a mess. Very unprofessional."
This is being addressed immediately. I'm reviewing this incident with our service manager and the technician involved. We're also implementing additional customer service training to prevent this from happening again.
I'd like to personally make this right. Please call me at [Phone] so I can offer a complimentary re-service with our lead technician and discuss appropriate compensation for your trouble.
Thank you for bringing this to our attention. Your home should be treated with respect.
[Your Name], Owner"
"No show / Late arrival"
Customer Review: "Took time off work for a 10am appointment. No one showed up, no one called. Completely wasted my day."
I'm investigating what went wrong with our scheduling system immediately. This is not how we operate, and I'm implementing safeguards to prevent future occurrences.
Please allow me to make this right. Contact me at [Phone] and I'll personally ensure priority scheduling at your convenience, plus a significant discount for the inconvenience we caused.
Your time is valuable, and we failed to respect that. I sincerely apologize.
[Your Name], General Manager"
"Poor communication"
Customer Review: "Impossible to get anyone on the phone. Left 3 voicemails over a week with no response."
I'm immediately investigating why your messages weren't returned and making changes to our phone system to ensure this doesn't happen again. We're also implementing a 4-hour callback guarantee.
Please contact me directly at [Phone] or [Email] - I'm available now and want to address your original concern immediately.
Communication is fundamental to good service, and we clearly failed. I apologize.
[Your Name]"
Handling Fake or Suspicious Reviews
Important Note:
Template for Suspicious Reviews
Review: "Terrible service! Never use this company!" (No details, reviewer has no other reviews)
If you are our customer, please contact me directly at [Phone] or [Email] with your account information so I can investigate and resolve any issues immediately.
We take all feedback seriously and want to ensure every customer receives excellent service.
[Your Name], Customer Service Manager"
The A.C.A.R.E. Recovery Formula
A - Acknowledge
C - Care
A - Action
R - Resolve
E - Educate
Critical Mistakes to Avoid
❌ Never Do This:
✓ Always Do This:
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