supernilaGuide for owners
How to reply to a bad review as a contractor, with examples
Updated
The short answer
Reply within a day or two, stay calm, thank them for the feedback, say what you will do to make it right, and offer to talk by phone. Write for the next homeowner reading it, not to win the argument. Never share private job details in public.
Who you are really writing for
The customer who left the review may not change their mind. The homeowners reading it next are deciding whether to call you. A calm, specific reply often reassures them more than a page of five-star reviews.
A reply that works when the review is fair
Own it, briefly, and say what changes.
- “Thanks for telling us, Chris. You’re right that we left the side yard messier than we should have. We’ve added a cleanup check at the end of each job. I’d like to make it right; please call me at the office.”
A reply that works when the review is unfair
Stay factual and kind. Do not argue line by line or share the price, address or anything private.
- “Thanks for the feedback, Jordan. We see this differently, and we’d like to talk it through. Please call me directly so we can sort it out.”
When to ask Google to remove a review
If a review breaks Google's policies, for example it is spam, from someone who was never a customer, or contains hate speech, you can report it from your Google Business Profile. A review you simply disagree with stays; reply to it instead.
Where Nila fits
Supernila is Nila, the AI front office for owner-led home service businesses. That means the online front office only: Nila does not answer phones or schedule crews. She keeps your Google profile active and runs the chat on your website, where homeowners can leave a request and their contact details. She follows up on the requests she takes down, by text or email depending on what the homeowner left, a set number of times, then stops, and writes check-ins for past customers. Past-customer messages always wait for your OK, and by default posts and review replies do too.
It is $199 a month, month to month, with no contract. If you want to see how your business shows up first, the free visibility report looks at your Google and AI search presence.
FAQ
Should I reply to a one-star review with no text?
Yes, briefly. Thank them, say you would like to understand what went wrong, and invite them to call.
Can I delete a bad review?
No. You can report a review that breaks Google's policies, but you can't delete a review because you disagree with it.