How to Deal With Your Bad Restoration Business Reviews

Building a good reputation for your restoration business takes far longer than it takes to ruin your business’s reputation. Fortunately, when you take the time to deal with bad restoration business reviews strategically, you can lessen their harm to your restoration business’s reputation and strengthen customer relationships. Here is how:

Avoiding Bad Restoration Business Reviews

Obviously, the easiest way to deal with bad reviews of your restoration business is to avoid getting them in the first place. Usually, you’ll be able to tell during the job when a client is becoming frustrated with your service. With the right de-escalation strategies, you’ll be able to save your relationship and improve customer satisfaction.

For more advice on how to de-escalate with customers, check out our recent blog post.

Customer leaves a 5-star restoration business review using their smart phone.

Mitigating Harm From Bad Restoration Business Reviews

Be Online

You can’t mitigate the harm of your bad restoration business reviews if you never see them. Keep an eye on your Google Business Profile and social media accounts so you can stay up to date on any reviews and react promptly.

Respond to Positive Reviews

You should be responding to all of your restoration business’s reviews, including positive reviews. Responding to good reviews builds loyalty with existing customers and shows an investment in customer relationships to prospective customers. If you only respond when reviews are bad, it can come off like you only care when your neck is on the line.

Respond to Bad Reviews Without Becoming Defensive

Above all else, do not become defensive when you’re responding to negative reviews of your restoration business. Even if you don’t believe you did anything wrong, and even if they’re saying something factually incorrect. Getting defensive when responding to a bad review only makes matters worse.

How to Respond to a Bad Restoration Business Review

Here are some important things to include in your response to a negative restoration business review:

  1. Say thank you: Thank them for their feedback.
  2. Apologize: Say you’re sorry for their experience.
  3. Take responsibility: Take responsibility for your role in what happened.
  4. Show empathy: Show that you understand and care about your customer’s perspective.
  5. Make things right: When possible, find a way to resolve their issue.
  6. Clarify: In the event that a customer does say something factually wrong, briefly offer your side of events. 

Collect Positive Restoration Business Reviews 

There’s power in numbers. When shopping online, most people would trust a product with a 4.5-star rating and 1000 reviews more than a product with a 5-star rating and two reviews. That’s because we inherently understand that sample size matters. The same principle applies to restoration business reviews.

“It’s important to encourage the good, satisfied customers to also leave positive reviews to balance out anything negative online,” Jake Scorse, Contractor Success Manager at OCS, says. A few negative reviews here and there harm your restoration business’s reputation far less when they’re accompanied by primarily positive customer reviews.

Learn From Your Bad Reviews

Many bad restoration business reviews can be an important learning opportunity. “Sometimes the most challenging customers can actually help you identify potential areas to improve your business,” Jake points out. 

For More Restoration Business Advice

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Connor Trahan

Account Executive

Hi there! I’m Connor, the Account Executive for One Claim. My goal is to guide our contractors through the sales process, ensuring you’re equipped with all the information you need to make your decision and hit the ground running once aboard. We view ourselves as an extension of your business and I strive to make the process an enlightening and consultative one.
My career has primarily been focused in software sales over a few different industries but the last few years were spent helping general contractors solve similar problems to what we’re doing here at OCS! Outside of work, I love spending time with my family, cooking and boating during the summer months.

Nicole Liesenfelt

Director, Human Resources

Hello! I’m Nicole, and I’m here to champion for our employees, recruit for new talent, and impact culture at One Claim Solution. I find satisfaction in supporting a memorable employee experience and bring innovation, problem solving, and strategic view to the process. Nothing is more important than our people, and a healthy culture is my top priority! I have had the pleasure of building my career in various sectors, specializing in small to medium size firms focused on high-growth. My experience is centered around driving and implementing change, leading high-performing teams, and driving process improvements. I am excited to make an impact at One Claim. Outside of work, my family and I enjoy getting outdoors as much as possible to explore beautiful Colorado!

Elizabeth McGlone

Demand Generation Manager

Great to meet you! I’m Elizabeth, and I’m the one behind all the emails and advertisements you’ve been seeing. As the Demand Generation Manager at One Claim Solution, my mission is to connect with contractors like you who need our services. I’m passionate about having an impact on others and I bring a wealth of experience in demand generation and marketing strategy to create moments of delight, curiosity, and education for you.

Prior to One Claim Solution, I had the privilege of building marketing departments from the ground up at companies in a variety of industries, including IT consulting, first protection, and healthcare. Personally, I love being outdoors, playing Dungeons and Dragons and board games, singing, and traveling.

Alisha Yartzoff

Director of Contractor Success

Welcome! I’m Alisha, and I’m here to champion your success as the Director of Contractor Success at One Claim. With a passion for helping contractors thrive, I bring a wealth of experience in onboarding, customer service, and account management to ensure your journey with us is nothing short of exceptional.

Prior to joining One Claim, I had the privilege of scaling SMB and Enterprise Customer Success teams at fast-growing SaaS startups. With over six years of experience at companies like Mavenlink, Teamwork, and ServiceTitan, I honed my expertise in building high-performing teams and fostering proactive, consultative relationships. This background has equipped me with a deep understanding of the challenges faced by businesses like yours, and I’m dedicated to helping you overcome them.

Eric Terry


Hi there, my name is Eric! I am the Chief Technology Officer here at OCS, spearheading our technical strategy. I have a background in computer science, graduating cum laude from BYU-Idaho with a Bachelor’s degree in Computer Information Technology.

Before coming to One Claim, I served as the Director of Engineering at Slingshot Technology, Inc., a company later acquired by WorkWave in 2021. My professional journey has spanned both emerging startups and established corporations, with a steadfast focus on cultivating high-trust, low bureaucracy teams and innovating technology using agile methodologies.

In my free time, you can find me flying drones, enjoying the outdoors, and spending time with my family.

Cam Smith


Hello, my name is Cam, I’m the COO of One Claim Solution! I come from a management consulting background (Bain & Company) and hold an MBA from the University of Michigan. I have worked at a wide variety of organizations, from Fortune 500 to small-cap, in an equally wide variety of industries. I have over 15 years of experience in operations and strategic growth, and I have spent much of my career focused on developing high-performing tech-enabled service organizations through early stage and high growth phases.

Outside of work, my wife Brittny and I have four kids, ages 13 to 6. As residents of Mesa, Arizona, we love to ski and explore the national parks of the southwest!

Dan Doud


Hello, my name is Dan, and I am the CEO of One Claim Solution. I am super excited by everything we are doing at OCS to be the market leading insurance billing specialist that advocates on behalf of our restoration contractors. 

My professional experiences are predominantly corporate in nature. My career started at General Electric in finance and accounting. Immediately prior to joining OCS, I spent time as an investor at Bondcliff Partners and management consultant with Bain & Company. I also hold an MBA from the Kellogg School of Management at Northwestern University and got my BS in finance and accounting from Northeastern University.

Outside of the office, I enjoy spending time with my wife, two young children, and our family dog, Whiskey. We live in Charleston, SC and take advantage of the beautiful weather by spending as much time as possible outside at the beach or adventuring around town

Josh Ehmke

Co-Founder and General Counsel

Hi, I’m Josh! In 2016, I co-founded One Claim Solution with my partner Jeremy Traasdahl, and I serve as General Counsel of One Claim Solution. Working in the restoration industry, Jeremy and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to see our company grow and to advocate for our clients as general counsel.

Outside of my passion for helping the restoration industry, I enjoy spending time outdoors, fly-fishing, hunting, skiing, and coaching my kids’ baseball teams. I’ve been married to my amazing wife for 20 years and we have a beautiful family of 5 children.

Jeremy Traasdahl


Hey, I’m Jeremy! In 2016, I co-founded One Claim Solution with my partner Josh Ehmke. Working in the restoration industry, Josh and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to lead our amazing team.

Prior to One Claim Solution, I started my career as an inside sales rep for Avnet, then moved to Pepsico as a district sales manager. Outside of work, I love spending time with my wife and four children, two boys and two girls!