A positive response to a disadvantage review

I have to say for the first five years our contractor was thriving however then it took a sudden turn for the worse. My friend and I began experiencing clients canceling appointments & my associate and I were having difficulty attracting current ones, and at first my associate and I decided that it had to be due to economic hardships however when my associate and I saw other companies still doing well my associate and I needed to take a look at what was going on; The first thing my associate and I looked at was our pricing to make sure that my associate and I were competitive with the other Heating, Ventilation & A/C companies in town & all of that seemed to line up. In some cases our services & products were easily a better deal so my associate and I knew that wasn’t the problem, however our receptionist started looking into our online presence to see if there were issues with reviews from previous clients & that is where my associate and I found the problem. Apparently one of the servicemans that my associate and I hired over the last year was being rude to our clients when he went on maintenance calls & they were more than glad to put a disadvantage review online about our business. My friend and I decided to let that serviceman go & then reached out to the clients who had localed the disadvantage reviews to offer them added services at no charge to make up for the problem. In turn my associate and I asked them to revise the reviews that they have posted & they were easily understanding. It is hoped that these variations will help repair our reputation & restore people’s faith in our commitment to making them glad.
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