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Got hit with a 1-star review on Google last week that's completely unfair. The customer is exaggerating and it's already affecting our calls. We had a 4.8 rating and now it dropped to 4.6. How do you all handle this? Respond publicly? Try to get it removed?
Always respond professionally and publicly. Don't get defensive. Acknowledge their frustration, offer to make it right offline. Other customers read your response more than the review itself.
18We have a system where we ask every happy customer for a review right after service. Volume of positive reviews drowns out the occasional bad one. We get 15-20 new reviews per month.
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