#general

Hi there @Taylor Bogar! What I’ve tried to do in the past is pass along the review to their CSM so that they can try to figure out the issues with the customer.

Once that is figured and hopefully the issues are handled, I’ll reach back out to the customer and ask if they’d be interested in updating their review. I’d give it time in between their issues being fixed and you reaching out so it doesn’t seem so obvious.

Only when I was at Base

This is all great advice - thank you!!

Yea assuming your overall score isn’t horrible, having some medium and even a few negative reviews actually increases conversion rates, and helps w perceived credibility b/c your page doesn’t look so varnished/curated.

+1 to Jaz and Erin - use the opportunity to learn and act, but I wouldn’t think of it as a permanent stain on a company’s driving record or anything like that