Summary
See who gave you a negative review in Reports > Online Review. Have a response plan in place before your receive a negative review.
Key Points
Look at the Online Review report
Identify who gave you a negative review
Create a response plan
Consult the Internet for response examples
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Look at the Online Review report
See who gave you a negative review in Reports > Online Review.
Identify who gave you a negative review
When a customer clicks 3 stars or less, a private negative review page appears where the customer can type why they rated their experience as 1, 2, or 3 stars. Look in the Rating # of Stars column and the 1-3 Star Response column.
An email is sent to the email address stored in your Company Information settings. The email has the subject line: Urgent - Negative online review and the contents of the email is what the customer typed in the negative review page. This email gives you the opportunity to respond to the customer to identify and rectify the problem.
To see everyone who sent your online reviews:
From the Dashboard, click Reports
Click Online Reviews
Among the information you'll have are the technician, customer, and location. Look at the Rating # of Stars column to see the rating and look at the 1-3 Response column for the explanation.
Create a response plan
For assistance in responding to negative reviews, see this Yelp article: Respond to Negative Reviews Like These Business Owners
It shows you a four-step process for responding, with examples.
Organize the response before the reviews come in
Know your review sites
Don’t immediately give compensation as a means of appeasing
Don’t just respond to the review; resolve the issue, too
For more information about getting started with Online Reviews, see: Online Reviews - getting started.
For more information about negative review email notifications, see: Online Reviews - some are not viewable