Over the last 40 years we’ve had the honor of helping homeowners in Myrtle Beach resolve a myriad of roof issues. Whether it’s insurance help after a big storm or fixing a pesky roof leak, we always aim to provide Myrtle Beach residents quality workmanship and attentive customer service. Not just a roof replacement, but an elevated roofing experience. One where a homeowner can sit back and relax while we do the heavy lifting from start to finish.
But we’ll be the first to say, there are times when we got things wrong. There are times when expectations were missed and homeowners were unhappy with us. And no matter how much we learn and grow over time, it doesn’t erase a negative experience with us.
Instead of telling you we’re a team made up of perfect people, we’d rather tell you the truth. We’re not perfect. We make mistakes from time to time. And we take it seriously when a homeowner is upset with our service.
As hard as it is to admit that we’ve messed up at times, we must own our mistakes, take accountability, and take action quickly to make things right.
Here, we’ll talk about how we do just that.
Linta Roofing Bad Reviews: How We Respond When Things Go Wrong
You may be wondering “why would Linta Roofing talk about their bad reviews?”
Well, because any company that has been in business for a long time has had situations where their customers weren’t happy. Companies that say otherwise have either not been in business very long, or they’re hesitant to tell the truth.
As a service-oriented business, how our customers feel about us makes all the difference. And while it doesn’t make us feel good when customers communicate frustration with us, we lead with empathy. Asking ourselves, how would I feel if I were in their shoes? This helps us see what the customer sees and understand the feelings that we may have caused.
Beyond empathizing, we like to clarify the issue. By gaining clarity on the problem, we can start to consider ways to fix the issue. It is incredibly important for us to understand the exact frustration our customer feels so we know how to make it right for them.
And finally, we will resolve the issue. Conflict deferred is conflict magnified, so we know that resolving the problem in a timely manner is absolutely necessary. Not only that, but we know that contractors have a bad reputation for disappearing the second something goes wrong. But our business is built on trust and the promise that we will not leave you hanging.
So, you may be wondering "what do you do when you get a bad review from a customer?"
Let's talk about it.
What We Do About Bad Reviews from Our Customers
When you’ve been in business for decades, you inevitably face tough feedback. A few years ago we received a 1-star review from a customer. And we just couldn't shrug it off. Because all of the feedback we get matters.
For a customer to have a bad experience is totally unacceptable. Regardless of circumstance we want every customer to feel we have done an amazing job for them. If they feel we didn't, it is our responsibility to do whatever is necessary in order to make it right. While we wish we would have had another chance to fix this issue we understand this homeowner's frustration and respect their decision.
This review was not easy to receive. It tells us a customer felt disappointed and unheard. But it’s also one of the most important pieces of feedback we’ve received.
Since this took place we have hired superintendents to oversee every single job we do to prevent problems on our job sites. Our superintendents are required to take in-progress and final inspection photos that are reviewed by leadership and provided to the homeowner. This ensures that there are a number of roofing experts who look at the work being completed on a home.
It is our responsibility to take good care of our customers' homes and take accountability if we fall short of their expectations.
How Linta Roofing Takes Accountability for Roofing Mistakes
While it’s uncomfortable to put a spotlight on our negative reviews, we’re not too proud to say we’ve made mistakes before. And we’re not keen on making excuses for ourselves, but we have learned that turning a bad experience around helps us learn what to look out for and how to make things right for our customers.
This is why we often tell homeowners in the comparing contractors stage to look at how a company responds to their negative reviews on public platforms like Google. Because a negative review doesn’t define a business, but how they respond to it does.
Our goal is to provide an Elevated Roofing Experience every single time. And we’re grateful for any feedback that can help us continue to provide homeowners with an easy, high-quality roofing experience.
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