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Handling a Negative Customer Review

  


By Paul Scelsi, Air Vent Inc., Originally published by Roofing Contractor Magazine, September 2021.

 

This is not the type of customer review roofing companies want to read:


 WARNING to homeowners: Do not use this roofing company. We are very unhappy with our new roof they installed. They left a mess, it took much longer to complete than they promised, and we’re not too crazy about how it looks either.


Responding to such reviews from homeowners — whether they are accurate, only partially truthful, or completely false — can be tricky business. The timing of the response and how the contractor responds can make all the difference, said Tom Picha, vice president of All in 1 Home Improvements in Owsego, Ill. And it begins with an in-person meeting whenever possible...



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Additional Resources:

 

Podcast Podcast: Airing it Out with Air Vent, Episode 17: Handling a Negative Customer Review

 

 

 

  

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