I completed a job for a residential client two years ago and had no contact since then. Recently, she left four negative reviews online, claiming that we never returned her calls, overcharged her, and didn’t seal the concrete patio.
In reality, we provided her a discount at the end of the job, and she never reached out to us or our employees. After finishing the job, she was so pleased she even tipped my employees.
During our recent meeting, I maintained professionalism, but she asked me to leave her property and then called me back when I was driving away asking me to come back, I came back and she started explaining that recently she had fallen and hit her head. She demanded we address the concrete issue and other problems caused by another contractor, all while insisting the negative reviews remain online, even after we resolve everything.
Unfortunately, she’s an 80-year-old client who seems to be experiencing cognitive issues. I’m seeking advice on how to handle the situation and get the negative reviews removed without making matters worse. I feel like any response to her bad reviews explains cognitive decline is going to make me look worse. Any guidance would be appreciated.
Just respond to the review with positivity, empathy, and honesty. Do not address her condition directly, simply say that there was an unfortunate misunderstanding after the job was completed, and you are reasonably certain that the issue was not anything that had been addressed by the former contract, and you wish her the best, and you welcome any opportunity to work with her to make her happy, etc etc. Be kind, be positive, make it somewhat interesting to read.
As a prospective client, I always read the business responses. They really show the character of a business.