You Got a Bad Review? The 24-Hour Damage Control Plan That Actually Works

Описание: If you just got hit with a bad review, this bad review damage control plan shows exactly what I do in the first 24 hours.
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Bad reviews happen, even when you run a solid business. The problem is not the review itself, it is how you respond in the first 24 hours. In this video, I walk you through the exact five-step damage control process I use and teach our clients to follow every time a negative review comes in.

This is a practical and proven approach built for home service businesses and local companies that rely on Google reviews to drive calls. I break down how I assess what actually happened, how I decide whether we were wrong or dealing with a misunderstanding, and how I personally handle the customer conversation to de-escalate the situation.

You will also see how I respond publicly to the review, how fast resolution builds trust, and how many bad reviews can be turned into long-term advocates when handled correctly.

Read the complete write-up here: https://digitalharvest.io/damage-cont...

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Timestamps

00:00 - Introduction
00:26 - Step 1: Assess the Situation and Gather Facts
01:06 - Step 2: Build a Plan Before Reaching Out
02:58 - Step 3: Call the Customer Quickly and Listen
06:18 - Step 4: Respond to the Review Publicly
07:02 - Step 5: Solve the Problem Fast and Rebuild Trust
09:34 - Recap and Next Steps

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Transcript:

Avram Gonzales: You just got a bad review. What do you do next? In this video, I'm gonna share with you the 24-hour damage control plan that works every single time as long as you work it. The five steps that I'm gonna share with you are nuanced, and so I want you to take notes. I want you to record this because this will not be the last time that you get a bad review. And you might have some of these steps in place, but you might not have some of the nuance that I'm gonna share with you to make it even more effective. So with that said, let's jump right into it.

The first step. The bad review rolls in. You see that notification on Google? What do you do? You gotta assess the situation. You have to get more data about what occurred. So talk to the technician that went out there. Maybe talk to the dispatcher. Pull any call records that you might have, get all the information so that you can understand what happened on your side of the fence before you call the customer and get their side for what occurred. And that's step one is to assess the situation, collect all the data that you possibly can.

After talking with the technician that was out there, you're gonna get an understanding of what the sentiment was and that'll help you better prepare and go into step number two, which is to create a plan. And so you're gonna be asking yourself, alright, was this a misunderstanding? Was there a disconnect between the price quoted and what happened? Was there something about timelines that wasn't met or materials used? You know, was this just a misunderstanding? Misunderstandings are typically the easiest to correct because, as long as you listen to the customer, you can typically arrive at some sort of a solution. Sometimes people just wanna be heard. You're also gonna ask yourself, were we in the wrong? Did we mess up? Did we actually botch this job? If you went out to go fix a leak and it's still leaking, clearly your team did something wrong and did not fix what they were sent out to go fix.

Watch this video on YouTube:    • You Got a Bad Review? The 24-Hour Damage C...  

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