Responding to Reviews

How replying works

Open Reviews in the portal, find the review and write your reply. It goes to our team before it appears, the same way the review itself did. That usually takes a day or so. You can reply once per review; to change a reply that is already published, contact us.

What a good reply does

• Answers the specific complaint rather than the general impression.
• Says what you did about it, or what you are doing now.
• Accepts the part that is true, if part of it is.
• Stays short. Two or three sentences reads better than a page.
• Ends the exchange, rather than inviting a rebuttal.

What we do not publish

• Replies that argue with the reviewer or question whether they are a real client.
• Anything that identifies the client, their property, their finances or their family.
• Threats of legal action, which belong in a letter and not on a review page.
• Marketing. A reply is not a place to advertise.

Replying is not removal

A reply does not change the rating, and nothing you write moves it. Ratings come only from published reviews. If a review breaks our review policy — it is about a different company, it contains personal details, or it is not from a real client — report it instead of replying, and we will look at it. A poor experience honestly described stays, and no commercial arrangement changes that, because a site where companies could delete criticism would not be worth reading.

Why bother

Most people reading a profile are deciding whether to contact you. A measured reply to a hard review tells them more about how you handle problems than five good reviews do, because everybody has a bad month and what they are really judging is what you did next.

Frequently asked questions