So you got a negative home inspection review online from one of your customers. It may happen to everyone, but that doesn’t necessarily make it any easier to handle. A negative review isn’t the end of the world, but it can impact your business — especially if it’s a chronic problem that continues to plague you. Part of reputation marketing means thinking like a customer, so keep the following tips in mind when it comes to addressing a negative review online.
Ignoring the client will make it look as though you don’t care about customer feedback at all. Customers are paying attention to the other side of the story when it comes to complaints, so send a message that you’re listening by publicly responding.
When it comes to words you use, remember that stock responses to feedback are essentially meaningless to consumers today. Potential customers understand home inspector marketing spiel enough to know they’re better off going to a review site if they want the truth. So don’t shy away from humor or personality when interacting with the angry customer.
Explain the Situation
There is no reason to be defensive when it comes to the complaint, but you can gently disagree with a customer without crossing that boundary. The key when it comes to explanations is to fill in the gaps of what the customer is saying.
Perhaps the customer is angry you missed a potentially dangerous wire in the kitchen. What they may have left out though is that the wire was located in an inaccessible area where no home inspector could have ever found it. If you made a mistake, acknowledge how and why it happened and what you tried to do to put the situation right. For example, you may have offered a partial refund or an expedited service.
It’s these types of responses that allow new customers to put your profession into context, so the expectations are clear if they choose to hire you.
There are some people who will only want to argue with you until the cows come home. Nothing will ever satisfy them, and it may be a waste of time to even try. A public argument on social media can make a professional look very unprofessional in a matter of just a few responses.
If the customer continues to negate everything you say, it’s often wiser to just let it go. Once you’ve explained the situation and detailed the ways in which you tried to put it right, you’ve lived up to your end of the bargain. It’s up to the complainer to accept that their requests are unreasonable.
Luckily, customers are savvy enough to recognize that no home inspector will be able to please everyone and that some people will always ask for more than they deserve.
Home inspection marketing has to be a constant effort on your part but learning the basic strategies can make it easier to do. Once you have a clear plan when it comes to addressing negative reviews, you can sort out the issues quickly and without any unnecessary drama.
We at The Savvy Inspector wants you to succeed in every aspect of your home inspection business and a huge part of that is leveraging on reputation marketing.
So if you want a more in-depth discussion on how to effectively market your reputation, just download our FREE Complete Training Webinar Audio about Reputation Marketing for Home Inspectors below.