How to Respond to Negative Reviews & Customer Feedback

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On this episode of the HVAC Hustle Podcast, we’re joined by Texas from Medley to talk about how HVAC contractors can turn bad reviews into better businesses. With 2300+ five-star Google reviews, Texas breaks down the mindset behind responding to criticism, embracing transparency, and listening to your customers—especially when it’s uncomfortable.

We dig into when to stand your ground, how to fix issues in real-time, and why owning your mistakes publicly can actually grow your brand.
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0:00 – When the Buck Stops With You: Why Texas Takes the Tough Calls
6:00 – Responding to Reviews (Good & Bad) with Authenticity
12:00 – Transparency Over Tactics: Rethinking Sales & Pricing in HVAC
18:00 – Listening at Scale: Turning Customer Feedback Into Process
24:00 – Culture of Service: Five-Star Thinking at Every Touchpoint

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Видео How to Respond to Negative Reviews & Customer Feedback канала Hook Agency