Delivering 5-Star Restoration Experiences

An Analysis of 1,000+ Bad Online Reviews in the Restoration Industry

Where do Restoration companies fail with their clients? Poor communication? Project delays? Bad customer service?

We carefully reviewed over 1,000 1-star reviews for US-based Restoration companies in all 50 States and discovered 7 critical points of failure that lead to customer complaints and negative reviews.

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Featuring Insights from the Restoration Industry's Top Experts

We crunched the numbers and consulted with the best of the best to determine how your restoration business can learn from the mistakes of others

Mark Springer
President,
Restoration Industry Association

Dan Cassara
Chief Executive Officer,
CORE Group

Chuck Violand
Principal,
Violand Management Associates

Phillip Rosebrook
Partner,
Business Mentors

Tim Hull
Director of Operations,
Violand Management Associates

Michael A. Pinto
Chief Executive Officer,
Wonder Makers Environmental

Did You Know?

84%

of consumers trust online reviews as much as a recommendation from friends or family?

or

1 negative review drives away

of prospects

22%

that's

$438k

of lost revenue for an average business doing $2M/year

💸 that's a lotta guacamole! 💸

The 7 Most Common Complaints

Among 1-Star Reviews of Restoration Companies

Over the course of the 1,000 reviews we analyzed, we uncovered shocking stories of public drunkenness, theft, and even marital infidelity. Yet we also discovered seven, crystal-clear categories that almost all complaints fell into.
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Within each category, there were specific, recurring breakdowns that led to customers throwing their hands up in frustration and exacting their revenge online.
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Each one of these were preventable, but require intentionality and dedication in order to mitigate. In Delivering 5-Star Restoration Experiences, readers end each chapter with succinct, tangible takeaways on the small steps they can take to turn their reviews (and business) around.

The Reviews Are In!

Here's what readers are saying about Delivering 5-Star Restoration Experiences: An Analysis of 1,000 Bad Reviews in the Restoration Industry