So I run a small landscaping business, mostly residential. Last week a client left a 1-star review saying I damaged their sprinkler system and ignored their calls. I never touched the sprinklers - I only mowed and edged the lawn. Now I'm getting fewer calls and I don't know what to do.
Reviews
A client left a terrible review over something I didn't do
That sucks. Have you tried responding publicly to the review? Sometimes a calm reply with facts helps future customers see you're reasonable.
I had something similar happen with my handyman business. A guy claimed I stole his drill. Never met him before. I just replied that I'd be happy to discuss it privately and left it at that. Review stayed but at least other people could see my side.
Did you actually call them back? Maybe they're mad you ignored their calls, not the sprinklers.
This is why I hate online reviews. One bad apple can wreck your ratiing. Sorry, no real advice. Just sympathy.
Oh and don't offer any refund. That's an admission of guilt. Learned that the hard way.
Wait, did you even call them back? Because if they called and you didn't respond, that's kind of on yku. The sprinkler thing might be a mistake but ignoring calls looks bad.
mossy_rock makes a good point. Even if you didn't damage the sprinklers, if thhey reached out and you didn't reply, they might have felt ignored. Maybe just call them now and clear it up?
I'd also check if your phone records show any missed calls from them. If you never Got any calls, then that's a whole different story and you can mention that in your reply.
For the record, I did get a call from a number I didn't recognize last Monday. I was on a job and meant to call back but forgot. That's probably them. Still doesn't explain the sprinkler damage though.
Oh man. So you did kind of ignore the call. Not great. But the sprinkler thing is separate. I'd say call them now, apologize for missing the call, and ask what happened with the sprinklers. Maybe it's a misunderstanding.
Ignore my earlier advice. Don't call. Once you admit you missed the call, they'll twist it into admitting you broke the sprinklers. Just reply to the review and move on.
That's terrible advice. Being an adult and calling them is way better than hiding behind a review reply.
Seriously. Just call. If they're reasonable, you clear it up. If they're not, at least you tried. Ignoring it will just make it worse.