Free templates · Trades (Plumbers, Electricians, Builders)

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.

"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.

Questions

Everything you might be wondering.

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.

Or skip picking a template entirely

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Last updated: 1 August 2026