That 1 star review about parking lot dust changed how I reply now

I run a crew that repaints strip malls and someone left us a brutal review complaining about dust blowing onto their car. I almost fired back a snarky reply but instead I walked the lot at the exact time they were there and saw our grinder was pointed right at the wind. We fixed the setup and I answered the review with what we did about it, not excuses. That one reply got us three new jobs from people who saw we actually listened. Has anyone else turned a bad review into a sales tool by just owning the mistake in public?

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richard_mason10d ago

Public answers work way better than private ones. I've had reviews where I straight up said "yep, we screwed that up, here's exactly what changed" and people respect that more than a polished excuse. Just make sure you actually fix it before you post, or the next review will be worse.