3. Try to fix the issue, and communicate effectively.
Actions speak louder than words. At the end of your reply, ask what can be done to rectify the situation. Because Houzz allows clients to change their reviews at any time, fixing a problem can turn a bad review around. It also can have a profoundly positive effect on your reputation and success. Feel free to invite the reviewer to continue the conversation offline, so you can come up with a solution together without an online audience.
Dan Nelson, principal of Design Northwest Architects in Stanwood, Washington, says that when he has a project that presents issues, he’s very proactive in communicating the reasons to the client. “I’ll then explain that I will personally address the issue and fix it,” he says. “It would be the same process if I ever had to receive a negative comment online.”
Once an issue has been resolved, don’t be afraid to ask the client, offline, to reword the review. Christina Bailey of Lasley Brahaney Architecture + Construction in Princeton, New Jersey, uses this tactic. “If we do encounter a bad review,” she says, “we would reach out to the homeowners to iron things out, and when the issues are resolved, we would request a new or revised review.”