Homeowners don’t trust companies with bad reviews. But they trust companies even less when they see copy-paste responses, slow replies, or no replies at all.
We reviewed real-world feedback from electrical contractors and generator dealers to show exactly how not to respond to customer complaints, and how to do it right.
1. Stop Using Copy-Paste Responses
A contractor responded to every bad review with the same message:
“We set a high standard for ourselves and are truly sorry to hear that standard was not met…”
This backfired. One reviewer called them out for sending the exact same message to every complaint. It made the company look careless and fake.
What to do instead:
Mention the customer's issue directly. Use their name. Acknowledge what went wrong. Here’s an example of a better response:
“Hi Zach, we’re sorry you were left waiting for a tech and had to pay a reschedule fee. That’s not the experience we want to deliver. We’re checking with our team now and will follow up directly.”
2. Don’t Wait Days (or Years) to Respond
Some companies wait weeks,or even years, to reply to negative reviews. That silence tells potential customers you don’t care.
Stat to know:
88% of customers say they’re more likely to hire a business that replies to all reviews source.
What to do instead:
Reply within 24 hours. Show you’re active, responsive, and on top of your business.
3. If You Fix It, Say So Publicly
One generator installer got a bad review, fixed the issue privately, and the customer updated the review to 5 stars. But the contractor never replied to the original post.
That’s a missed opportunity.
What to do instead:
Always reply publicly, even if you fixed it by phone.
“Thanks for giving us the chance to make things right. Glad we could solve the issue. Let us know if you need anything else.”
4. Do Not Argue Online
A customer edited their review to attack the company again. The original response was generic. The company was tempted to fire back.
What to do instead:
Never argue with a customer in public. If a review turns hostile, move it offline.
“We’d like to speak with you directly to better understand your experience. Please reach out to our quality manager at [phone/email].”
5. Train Your Front Desk
One review came from a homeowner who was turned away because they didn’t have a signed lease yet. That’s fair policy—but the issue wasn’t explained clearly by the person who answered the phone. So the customer left angry and took their business elsewhere.
What to do instead:
Train your CSRs and office staff to explain policies clearly. A 10-second explanation could save a $10,000 generator install.
Bottom Line for Electricians and Generator Dealers
Reputation is a lead magnet, or a lead killer. When you respond the right way, you don’t just protect your brand, you win more business.
Checklist:
• Use the customer’s name
• Acknowledge the issue
• Never copy and paste
• Reply fast
• Show how you fixed it
• Train your team
• Take fights offline
If you’re serious about growing your electrical or generator company, your online reputation can’t be an afterthought. It has to be a daily habit.
And if you need help setting up review systems, automating replies, or training your team, we can help.