How to respond to a mixed 3-star review for plumbers
Three-star reviews are the easiest to turn around: the customer liked something and was let down by something else, and they're telling you which.
Step by step
- 1
Thank them and acknowledge what they enjoyed.
- 2
Address the part that disappointed them directly.
- 3
Explain what you'll do differently, in one sentence.
- 4
Invite them back to give you another try.
Something specific to plumbers
Emergency jobs carry stress. Acknowledge how disruptive the problem was before addressing the complaint itself.
- Common complaints
- missed arrival windows, call-out fees, a leak returning
- Common praise
- showing up on time, fixing it the first visit, cleaning up afterwards
Example reply
Showing up on time was great, but missed arrival windows really took away from it.
Thank you for the honest feedback. We're glad showing up on time stood out, and we're sorry missed arrival windows let the rest of the experience down. That's not the standard we aim for, and we're looking at how to fix it. We'd love the chance to give you a better visit next time. - The team at [Your plumbing business name]
What to avoid
- ✕Only responding to the positive half
- ✕Over-apologising for minor issues
- ✕Making promises your team can't keep