Responding to reviews without losing your cool
Simple wording for five-star, three-star and one-star reviews.
Future customers read the reviews and, just as importantly, read your replies. A calm reply to a bad review can earn more trust than a page of five-star praise.
Five stars: thank them, briefly
Thank you, Dana! We're glad the new system is keeping you comfortable. Call us anytime you need us. — Cool Air
Three stars: listen and invite a conversation
Thank you for the honest feedback, Dana. We'd like to hear what we could have done better — please call or email us so we can make it right.
One star: apologize, don't argue, move it offline
We're sorry your experience wasn't what it should have been, and we appreciate you telling us. We'd like to understand what happened — please call us directly so we can talk it through.
Rules
- Reply within a couple of days.
- Never argue facts in public or share private details.
- Don't offer refunds or discounts in a public reply.
- Never ask a reviewer to change or remove their review.
- Keep it short.
Getting more good reviews
Ask happy customers a few days after you've been paid. A short email with a direct link to your review page works far better than hoping. Don't ask customers who still owe you money.
How Perché helps: it lists reviews nobody has answered (low ratings first), suggests wording you can copy, and finds recently-paid customers to ask. It never posts or sends without your click.
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