Lesson 16 of 28 · Reviews and reputation
Reply to every review
What it is
A short, personal reply from the owner to every review — good and bad.
Why it matters
Replies show you care and add more detail (service, town) to your profile. Calm replies to bad reviews reassure future customers.
✓ Good example
'Thanks Jen! Glad we could get your water heater swapped the same day in Chatham. — Mike'
✗ Common mistake
No replies, or arguing with an unhappy customer.
Try it: pick the best reply
Review: "Mike came out same day and replaced our water heater. Super tidy!" — Jen, ★★★★★
You pass when: Every review gets a personal reply within a week.