How to Handle Negative Reviews in Your Plumbing Business

Hey, plumbing pro—let’s talk about something every business owner dreads:

Negative reviews.

They feel like a punch to the gut. One-star rants, emotional blowups, or just plain unfair comments—it’s enough to ruin your day (or week).

But here’s the truth:

A bad review doesn’t have to knock you out.

This episode of Potty Talk is your guide to handling negative reviews with power, professionalism, and a plan.

We’re breaking down 3 Golden Nuggets that will help you protect your brand, improve your business, and turn one-star reviews into five-star opportunities.

Golden Nugget #1: Don’t React—Respond Like a Pro

Your online reputation is part of your brand. That means every reply is a chance to either build trust or blow it.

Here’s How to Respond Smart:

• Take a breath. Don’t reply while you’re still mad.

• Respond like a business owner—not a wounded warrior.

• Keep it short, respectful, and professional.

Remember:
You’re not just replying to the complainer—you’re showing every future customer how you handle pressure.

Avoid These Common Mistakes:

• Don’t argue.

• Don’t explain.

• Don’t go on defense.

Instead, show empathy, acknowledge the issue, and offer a clear, calm path to resolution. You’re not writing for them. You’re writing for the dozens of people reading the review.

This isn’t revenge. It’s reputation management.

Golden Nugget #2: Use Reviews to Sharpen the Sword

Negative feedback—if you listen—is a free coaching session.

One bad review? Maybe noise.
Three complaints about rude techs or late arrivals? That’s a pattern.

How to Use the Data:

• Track repeat complaints.

• Identify weak spots in service, training, or culture.

• Don’t dismiss it—improve from it.

Empower Your Team:

• Share feedback (good and bad) in weekly huddles.

• Print out five-star reviews and post them in the shop.

• Use real customer words to reinforce your service standards.

Every review—especially the tough ones—is a mirror. Use it to refine, train, and raise the bar.

Golden Nugget #3: Stack the Deck with Positive Reviews

Want to bury a bad review?
Drown it in great ones.

Here’s How:

• Ask proudly and promptly. Every tech should ask before leaving the job.

• Train your CSRs to set the expectation when booking the call.

• Ask again on follow-up or happy calls.

Make It Easy:

• Use QR codes, direct text links, or automated emails.

• Never leave it to chance. Guide the customer right to the review page.

• The simpler the path, the more stars you’ll stack.

Celebrate Wins:

• Spotlight five-star reviews on social media.

• Recognize team members in Monday meetings.

• Make reviews part of your culture—not an afterthought.

The best review strategy is not defense. It’s offense.

Ready to Dominate Online Reputation Like a Pro?

We’ve coached hundreds of plumbing business owners on how to build review systems that work—and how to use feedback to fuel growth, not fear.

Here’s What to Do Next:

👉 Join My FREE Skool Group – Get training, resources, and connect with other plumbing pros who are scaling their businesses. Click here to join.

👉 Book a Free Strategy Call – Stop guessing. Let’s map out your pricing, hiring, and marketing so you can get out of the truck and grow a business that works without you. Book your call here.

👉 Grab the FREE 4 Systems of Business Freedom Checklist – It’s the exact structure you need to step back and scale up.