How to respond to a negative review for a trades business.
A homeowner researching a tradesperson reads reviews closely — a calm, accountable reply to a complaint reassures them you'll do right by them too.
All industries / Trades (Plumbers, Electricians, Builders)
Invite honest feedback without incentives or a request for a particular star rating. Keep the public review option open to every customer. Templates are examples to adapt, not testimonials or evidence of customer results.
"Turned up late and the job took longer than quoted."
Timing complaint
Hi [Name], sorry for the late start and the extra time on site — I know that throws off your day. Thanks for your patience while we got the job done properly. If anything about the work itself isn't sitting right, give us a call on [phone] and we'll sort it.
— [Your Name], [Business Name]
"Final price ended up higher than the original quote."
Pricing complaint
Thanks for the feedback, [Name] — I'm sorry the final cost came as a surprise. We always aim to flag any extra work before it happens, and I'd like to go over exactly what changed on your job. Please call [phone] and we'll talk it through.
— [Business Name]
"Left a bit of a mess after the job was done."
Cleanup/professionalism complaint
Hi [Name], sorry to hear the site wasn't left as tidy as it should've been — that's on us, and I'll be having a word with the team. If you'd like us to send someone back to clean up properly, just call [phone].
— [Business Name]
The playbook
The 4-part structure behind every good reply.
1. Thank them
Even a critical review is feedback — thank them for taking the time, without sounding sarcastic or defensive.
2. Acknowledge specifically
Reference the actual issue they raised. Generic replies read as dismissive, even when well-intentioned.
3. Take it private
Invite them to continue by phone or email for anything detailed — the public reply stays short and calm.
How do I respond to a negative review for my trades business? +
Thank the reviewer, acknowledge the specific issue they raised without being defensive, briefly note what you're doing about it, and invite them to continue privately. Keep the public reply short and calm.
Should every trades business respond to negative reviews? +
Yes — a prompt, professional reply shows future customers the business takes feedback seriously, which matters as much as the original review itself.
Start getting more Google reviews
Check your current review activity before choosing a follow-up workflow.