The One Star That Reaches Google Before It Reaches You
A treatment goes badly on a Saturday morning. The office hears about it on Monday evening, by which time it is a public review with your company name at the top. She would have told you on the day, if anybody had asked.
Asked while the treatment is fresh
A rating after the visit
Sent with the service report, so the customer answers while she can still smell the spray.
A line of comment
Optional, and usually where the real information is. People write one sentence and it is the sentence that matters.
The technician’s name on it
Not to punish anybody. A pattern across thirty visits says something a single rating never does.
A low rating flagged
It reaches the supervisor the same day, with the visit, the chemical and the photographs beside it.
Whose complaint it really is
Half the low ratings in this trade are not about the technician at all. He arrived at four when the customer was told two, because the desk stacked his morning badly. The fix is usually in the schedule, not in a warning letter.
What a quarter of ratings shows
- Ratings by technician, read over a season rather than a week
- Complaints that came in within the warranty period
- Sites that have rated you low twice
- Visits where nobody answered the request at all
A rating is not a public review
This collects what your own customers tell you. It does not write anything on Google, and it cannot take a bad review down. What it buys you is the two days between a customer being unhappy and a customer being publicly unhappy, and asking for the review is still a person’s job.
Frequently asked questions
How does the request reach the customer?
With the service report, by email or as a WhatsApp message the office sends. Asking on the day of the visit gets answers. Asking a week later mostly gets silence.
Should we show ratings to the technicians?
Most operators do, monthly, in the yard. Read together with the jobs each man did, it lands as information rather than as a complaint, and the good ratings are worth reading out too.
What do we do with a one-star rating?
Ring the same day, before anything else. The visit, the chemical used and the photographs are on the screen in front of whoever calls, so the conversation starts with facts instead of apologies.
Tell us what you need.
Send a short brief and one of our engineers will come back to you within one business day.
- No obligation
- A reply within one business day
- Your details stay private