Tideway Plumbing
turns angry customers into 5-star repairs.
Long Island plumber with a 4.2 star rating dragged down by a handful of unresolved 1-star reviews. Reputation desk triaged each one within 24 hours, fixed the underlying issue, and got 9 of 12 to update their reviews to 5 stars.
- Plumbing · residential
- Nassau + Suffolk counties
- Bundle + Reputation desk
- 6 months
- T/01Week 0Reputation audit
Pulled 18 months of reviews. Identified 12 unresolved 1- and 2-star complaints, mostly about scheduling miscommunications.
- T/02Week 1Triage protocol
Reputation desk started responding to every review within 4 hours. Owner approved each negative response before it went live.
- T/03Month 2Outreach to 1-star customers
Personally followed up with each 1-star reviewer. Offered free service call to re-do or refund.
- T/04Month 4Updates rolling in
9 of the 12 customers updated their reviews to 5 stars after resolution. 2 deleted their reviews. 1 didn't respond.
- T/05Month 6Sustained
Star rating now 4.8. Inbound clicks from map pack up 22% — directly attributable to the rating improvement.
"Those old 1-star reviews were a tax on every new customer who searched for us. The Reputation desk turned the bad ones into our best testimonials. Don't know why I waited so long."
See if your shop fits the next file.
Twenty-minute demo. We'll show you the system live on a fake call to your business and tell you straight whether the bundle would move the needle.