Reply templates · Plumbers, electricians & home services
How to reply to a mixed 3-star review of your trades business
The trades 3-star is rarely about the pipes: it's the 'window' that became a whole morning, the boot prints on the tiles, the invoice that arrived four days later. Workmanship complaints you defend with your guarantee; professionalism complaints you just fix — and say so.
Reply 1 · Arrival window miss
Hi Fatima, fair call. The morning job ran over and you should have heard that from us by 9, not wondered until 11. We've moved to live WhatsApp ETAs so you see the delay the minute we do. Glad the leak itself is sorted for good. — [Business]
Reply 2 · Site cleanliness
Thanks for the honest review, Fatima — the work should be invisible except for the working part, and boot marks aren't that. Drop sheets and a proper sweep-down are now on the job card checklist for every call. Appreciate you pointing at the gap. — [Business]
Reply 3 · Admin/invoice lag
Hi Fatima, glad the rewiring passed with flying colours — and yes, the invoice taking a week is our admin letting the tools down. We've automated it: paperwork now lands the same day as the job. Thanks for keeping us honest. — [Business]
Before you hit reply
- Never let a professionalism complaint stand in for workmanship — separate them explicitly
- Announce the system fix (live ETAs, checklist) so readers hear a business, not a bakkie
- Thank them for the specific catch; trades that take feedback read as trades that stand behind work
- Follow up when the fix ships — 3-star reviewers upgrade more than any other group
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