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Managing Your Reputation Online – How to Turn Negative Reviews Into Opportunities for Greatness

Bad reviews can put the fear of God into any plumbing and HVAC business owner. But instead of wallowing over them, why not use them to your advantage?


Has there ever been a better time than the present to be in the plumbing and HVAC industry? Probably not.

The advent of online reviews and more people doing research online to find solutions to their problems has enabled businesses to gain traction faster and stay at the forefront of customers' minds.

These days, customers can quickly find out what companies offer the best service. But since it's harder for people to trust, the more reliable you are, the more business you can get. 

Of course, this all depends on your reputation. 

If you maintain high standards, reviews make you look great. But when customers are unhappy, reviews can actually work against you. 

And the reality is that, sometimes, customers will leave negative feedback. Does that mean that pushing for reviews is too risky?

On the contrary, negative reviews can provide opportunities for greatness, as long as you have a great system in place to deal with the bad feedback.

The fact is, reputation management is key to any business's success.

And this article will go over four tips that can help you optimize your reputation management process and create a steady stream of leads as well as more loyal customers.


The Four Tips


Tip #1 - Give an Immediate Reply When You See the Review

Here's why a bad review can be an opportunity: 

Your follow-up response can make or break your business.

Most business owners stress over bad reviews and fail to see them as chances to create an evangelist for their business. But if you think about any potential customer, they all want the same things, such as:

  • Fulfilling their plumbing, HVAC, or electrical needs
  • Being treated fairly
  • Showing up on time

Not paying attention to any one of these things can be enough to get you a bad review.

Your reply approach can make a big difference. It's critical to offer a quick response as soon as a bad review comes in.

To start with, apologize for the inconvenience. Then, offer contact information so the customer can reach out and have you resolve the issue. Alternatively, inform the customer that you'll contact them to continue the discussion and repair the problem.

This approach goes a long way towards convincing the customer to update their review – sometimes without you even asking.

Even on websites or platforms where reviews are set in stone, a positive reply to a negative review still helps. That customer will still seek you out in the future and new customers will see that you're a problem fixer.


Tip #2 - Don't Lash Out and Leave a Scathing Reply

To get my point across, let me tell you a story.

A few years ago, I needed an electrician to do some work in my home. So, I went on Google and HomeAdvisor to find someone. Many businesses popped up in my area, but the number one service had over 1,000 positive reviews. The next one on the last had only 50.

Naturally, I was interested in the electrical company with 1,000 positive reviews. The third review was a one-star review, though it wasn't the harshest feedback I've read. The customer simply stated that they had a bad experience and wouldn't recommend the service.

That was an opportunity for the business to apologize and try to resolve the situation – to mitigate the damage to their reputation. 

However, the owner of the company sent out a scathing reply.

By that, I mean calling the customer names, a psycho, and all sorts of crazy stuff. 

Now, I saw 999 positive reviews and only one bad review, but one with an awful response from the electrical company. The way that the business owner replied made me question his service, so I ended up hiring someone else.

That's why I emphasize the importance of using bad reviews as opportunities to shine. The fact is that the way you talk to customers can affect your reputation more than a bad review.


Tip #3 - Always Offer to Fix the Issue (Even If You Won't Get Paid)

If you want to maintain a solid reputation, you have to do whatever it takes to fix the issue. 

Now, what if someone's willing to give you another chance but they're not willing to pay you to go back and repair the issue?

That's something you still have to do. 

You may even have to refund customers for your service to fix some disputes. And that's okay. After all, it won’t happen all the time. 

But your willingness to play ball and own up to criticism will get people to update their reviews and continue referring you to other customers.


Tip #4 - Automate Review Replying with ConversionAMP

The fact is that dealing with reviews can be time-consuming. Once you start growing your business and getting more leads and clients, managing your reputation takes time. 

You may even find yourself dealing with lots of feedback but don't necessarily have a team in place to lessen the load. Not to mention that other areas of your business need your attention. 

However, hiring people to handle your online reputation simply isn't the way to go – it's not profitable or efficient. But the great thing about managing your online reputation is that you can automate most of the process. 

ConversionAMP, in particular, is a tool that enables you to monitor, manage, reply, dispute, or even flag reviews using a template or process of your choosing. 

Think of it as a one-stop shop for all manners of review resolution – whether it's showing your appreciation for positive reviews or turning negative feedback into opportunities.

It can help you reply quickly, overcome the urge to chastise an unsatisfied customer, and present various communication options and resolution avenues to anyone who leaves you a review. 


Turn a Negative into a Positive

Nobody's perfect and no one expects you to be perfect.

But if you own up to your missteps, talk to people calmly, and offer to fix things immediately, you can turn a negative review into a positive customer experience story. That's how you create brand evangelists and generate new leads, repeat revenue, and improve your reputation.

If you'd like to discuss how you can generate better results online, let's schedule a time to chat. You can pick a time that works for you now by going to


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