I own a home construction company. Why would a customer leave a 3 Star review complaining about clean up, when they didn’t contact me first?

Answer 1

If you need to be called back to clean or fix something, you deserved the 3-star review.

Your crew should have left the place in perfect condition, but they clearly did not. You can say you have a professional crew, but if they need to be called back to clean up dust...then they aren't really professional.

The work itself was great...and that's fine. However, this wasn't a complaint about your work, but the condition of the property afterwards.

Answer 2

A finished job needs to be cleaned up afterwards at. Did your guys do so?

Answer 3

How do we know?

Answer 4

Some people suck. Also, your guys shouldn't have to be called back to clean up what they should have cleaned up when finished in the first place.

Answer 5

You will learn (or should learn) that the majority of people who are unhappy with a service do NOT want to confront anyone directly. Most people, including myself hate confrontation and are angry that not only about the service but about the fact that they don't want to call you and complain. It's too late to offer a fix now, she didn't want to have the confrontation in the first place and she certainly doesn't want to continue the conversation face to face. However, if it's the kind of review where you can respond, offer an apology and to fix the problem in any way that will make her satisfied. Doing it publically (like she did) shows that you are truly sorry and makes you look to the public like a responsible business owner.

As a business owner, you should be checking every job from start to finish and making sure, in person that each customer is happy. Show yourself as open to complaints in person. If someone starts talking religion or politics during a business conversation, steer the conversation back to the job at hand.

There is some study out there that about 3 of 10 happy customers will recommend your business but about 8 of 10 unhappy customers will tell all of their friends and NOT tell you.

Answer 6

They don't feel they should have to. Should be done without asking. If you were planning to come back to clean up, you'd have been wise to say so, and tell them when.

Answer 7

See if you are able to add a response on the review site- many will give you that opportunity. Leave a nicely, sparsely worded response that you wish they had contacted you to report any problems so you could correct them promptly. That would show you at least are open to having someone contact you, would indicate that she hadn't given you that consideration, and will not leave her critical review unanswered.

I would encourage you to do that as soon as possible. People will turn to the next listing, if they see a review that implies your guys left a mess. Do NOT criticize her in any way, and be careful not to apologize for leaving a big mess. What she describes sounds tiny, and she sounds obsessive - but you don't want to characterize her in ANY way. Just plainly indicate that you wish you had been given the opportunity to correct whatever you could. Often, a business that answers back like this will regain the respect of the readers and get you some business you might have lost.

Answer 8

nothing you can do about that one customer now, but maybe in the future, do a walk thru and see if the customer has any compliments or complaints..............and PS - at least the review was not a one or zero !!

Answer 9

Some people expect the job to be done right the first time and don't feel they should have to ask contractor to clean up after himself.

Answer 10

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!