A positive response to a drawback review

I have to say for the first five years our business was thriving but then it took a sudden turn for the worse.

  • My buddy and I began experiencing buyers canceling appointments and we were having difficulty attracting new ones, however at first we decided that it had to be due to economic hardships but when we saw other companies still doing well we needed to take a look at what was going on.

The first thing we looked at was our pricing to make sure that we were competitive with the other HVAC companies in town and all of that seemed to line up. In some cases our services and products were entirely a better deal so we knew that wasn’t the problem. Our receptionist started looking into our online presence to see if there were troubles with reviews from previous buyers and that is where we found the problem. Apparently one of the specialists that we hired over the last year was being rude to our buyers when he went on service calls and they were more than glad to put a drawback review online about our business. My buddy and I decided to let that specialist go and then reached out to the buyers who had localed the drawback reviews to offer them added services at no charge to make up for the problem. In turn we asked them to revise the reviews that they have posted and they were entirely understanding. It is hoped that these changes will help service our reputation and restore people’s faith in our commitment to making them glad.


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