ASKER HERE- here’s details: Basically the customer gave us a 3 Star review . Surely she can understand that considering all of our other reviews are 5 Star, a 3 Star review is damaging and harmful to the business.
The customer admitted that the job itself looks great and the crew was wonderful, yet she gave us a 3 Star cuz she said “after the crew had left” she then noticed dust/paint drops and she had to “clean it for 3 days on her hands and knees”.
Although I sympathize with the customer, I’m genuinely confused. Why didn’t she just text or call me first, once she noticed the dust? We could come back and clean it! She has my direct line and our contract mentions 100% satisfaction. I told her personally that if there’s any issues I’d take care of it, to just **let me know**.
Yet she goes and badmouths us on a review site, without even giving me the opportunity to rectify the situation. With our strong, pro crew and good equipment, we could’ve cleaned it perfectly in 1-2 hours!
So at first I thought, “Ok, no big deal, I’ll text/call her and offer to fix it or reimburse her some money for her time and she’ll be happy and remove it”. Makes sense, right?
Nope. We texted/called her twice today and no response. Very odd.
NOTE: She had started talking politics during the initial free estimate, and I the owner had conversed with her. I thought we agreed on politics but it’s possible she faked agreement but actually disagreed? Hopefully, this wasn’t politically motivated.
Thoughts? What should I do?