Ratings and Reviews

Your ratings and reviews are crucial to your success as a Pro. Here's everything you need to know.

How Ratings Work

The Rating System:

5-Star Scale:

• ⭐⭐⭐⭐⭐ (5 stars) - Excellent
• ⭐⭐⭐⭐ (4 stars) - Good
• ⭐⭐⭐ (3 stars) - Okay
• ⭐⭐ (2 stars) - Poor
• ⭐ (1 star) - Very Poor

Your Overall Rating:

• Average of all reviews
• Weighted toward recent services
• Displayed on your profile
• Rounds to nearest 0.1

Rating Categories:

Clients rate you on:
1. Quality of Work - How well you did the service
2. Professionalism - Your behavior and communication
3. Timeliness - Arriving and completing on time
4. Cleanliness - How you left the space
5. Value - Was it worth the cost

Each Category:

• Separate 5-star rating
• Averages displayed on profile
• Helps clients make decisions
• Shows your strengths

Why Ratings Matter

Impact on Your Business:

More Bookings:

• Higher ratings = more visibility
• Top of search results
• Clients filter by rating
• 4.5+ stars recommended

Higher Rates:

• Excellent ratings justify premium prices
• Clients pay more for quality
• Build trust quickly

Platform Benefits:

• "Top Pro" badge at 4.8+
• Priority in search
• Special promotions
• Recognition

Booking Decisions:

• 87% of clients check ratings first
• Most won't book below 4.0
• Reviews influence choice
• Recent reviews matter most

Getting 5-Star Reviews

Exceptional Service Checklist:

Before Service:

• ✓Respond quickly to booking
• ✓Confirm appointment 24 hours ahead
• ✓Arrive on time (or early)
• ✓Communicate if any delays
• ✓Come prepared with all tools

During Service:

• ✓Be professional and friendly
• ✓Protect their property
• ✓Communicate what you're doing
• ✓Work efficiently
• ✓Ask questions when needed
• ✓Keep area clean as you work

After Service:

• ✓Clean up thoroughly
• ✓Show them completed work
• ✓Make sure they're satisfied
• ✓Answer any questions
• ✓Thank them for their business

Going Above & Beyond:

Little Extras That Earn 5 Stars:

• Arrive 5 minutes early
• Wear shoe covers
• Bring drop cloths
• Clean up dust/debris
• Test everything works
• Explain what you did
• Offer maintenance tips
• Leave area better than you found it

Communication Excellence:

• Friendly greeting
• Professional throughout
• Listen to their concerns
• Explain your process
• Keep them updated
• Answer questions patiently
• Thank them sincerely

Handling Reviews

When You Get a Great Review:

Do:

• ✓Thank the client
• ✓Respond promptly (within 24 hours)
• ✓Keep it brief and professional
• ✓Mention specific details

Response Template:
"Thank you so much, [Name]! I really enjoyed helping you with your [service type]. I'm so glad you're happy with the results. Please don't hesitate to reach out if you need anything else. Thanks again!"

Don't:

• ✗Over-thank or grovel
• ✗Make it about you
• ✗Ask for future bookings in response
• ✗Be generic

When You Get a Critical Review:

Stay Calm:

• Don't react emotionally
• Take time to process
• Read it objectively
• Look for valid points

Respond Professionally:

Do:

• ✓Acknowledge their concern
• ✓Apologize if appropriate
• ✓Explain your perspective calmly
• ✓Offer to make it right
• ✓Keep it brief

Response Template:
"I'm sorry to hear you weren't completely satisfied with [service]. I understand your concern about [specific issue]. I always strive for excellent service and would love the opportunity to discuss this further. Please feel free to contact me directly. I appreciate your feedback."

Don't:

• ✗Get defensive or argue
• ✗Blame the client
• ✗Make excuses
• ✗Be rude or unprofessional
• ✗Write a novel
• ✗Attack the client

Learn and Improve:

• Identify what went wrong
• How can you prevent it next time?
• Adjust your process
• Move forward positively

Responding to Unfair Reviews

If Review is Unfair or False:

1. Respond Calmly First:
- State facts politely
- Provide your perspective
- Stay professional

2. Contact Support:
- Email: pros@royalpalmservices.com
- Explain the situation
- Provide evidence (messages, photos)
- Request review

Reviews We May Remove:

• ✓Violates platform policies
• ✓Contains offensive language
• ✓False accusations
• ✓Service never completed
• ✓Client manipulation

Reviews We Won't Remove:

• ✗Client's honest opinion
• ✗Lower rating you disagree with
• ✗Valid criticism
• ✗Poor rating for legitimate issues

Maintaining Your Rating

Target Rating: 4.5+

Why This Number:

• Industry standard
• Clients trust it
• Platform promotes you
• Competitive advantage

If Below 4.5:

Immediate Actions:
1. Review recent feedback
2. Identify patterns
3. Address issues
4. Improve service
5. Focus on next services

Recovery Plan:

• Accept every appropriate service
• Over-deliver on quality
• Perfect communication
• Get those 5-stars
• Gradually raises average

Protecting Your Rating:

Be Selective:

• Don't accept services beyond your skill
• Know your limits
• Better to decline than fail
• One bad review hurts more than declining

Set Expectations:

• Be clear about what you'll do
• Don't overpromise
• Under-promise, over-deliver
• Honest about timeframes

Document Everything:

• Take before photos
• Document damages found
• Save all messages
• Photo of completed work
• Protects you if disputed

Rating Thresholds

Performance Levels:

Elite Pro (4.9-5.0):

• Top 5% of Pros
• Special badge
• Priority placement
• Premium opportunities

Top Pro (4.7-4.8):

• Top 20% of Pros
• Great reputation
• Strong booking rate
• Good opportunities

Solid Pro (4.5-4.6):

• Good standing
• Competitive
• Regular bookings
• Room to improve

Needs Improvement (4.0-4.4):

• Warning territory
• Limited visibility
• Fewer bookings
• Focus on improvement

At Risk (Below 4.0):

• Account review
• May be deactivated
• Must improve quickly
• Contact support for help

Review Milestones

First 5 Services:

• Building your reputation
• Each review has big impact
• Be extra careful
• Accept only what you can do well

First 20 Services:

• Establishing your rating
• Pattern becomes clear
• Adjust based on feedback
• Develop your style

50+ Services:

• Stable reputation
• Rating changes slower
• Consistent performance needed
• Build on strengths

100+ Services:

• Established Pro
• Strong track record
• Rating very stable
• Minor impacts from single review

Tips for Different Service Types

Furniture Assembly:

• Test all drawers/doors
• Tighten all screws
• Clean up all packaging
• Show them how it works

Moving Services:

• Careful with belongings
• No scratches or damage
• Put items where requested
• Quick but careful

Cleaning:

• Follow their checklist
• Don't miss corners
• Use quality products
• Leave space spotless

Home Repairs:

• Test your work
• Explain what you did
• Offer maintenance tips
• Clean up completely

Mounting:

• Use level - perfectly straight
• Hide all wires (if possible)
• Test stability
• Show them it's secure

Dealing with Difficult Clients

Red Flags:

⚠️ Lots of special requests
⚠️ Very low budget
⚠️ Poor reviews of others
⚠️ Unclear expectations
⚠️ Demanding before service

Protect Yourself:

1. Communicate Clearly:
- Set specific expectations
- Get everything in writing
- Document the conversation
- Be explicit about scope

2. Document Everything:
- Before photos
- During progress
- After completion
- Any issues found

3. Stay Professional:
- Even if they're difficult
- Kill them with kindness
- Don't argue
- Focus on the work

4. Know When to Walk Away:
- If they're abusive
- If unsafe
- If unreasonable demands
- Contact support immediately

Review Stats to Track

Monitor Your Performance:

Overall Rating:

• Check weekly
• Track trend
• Goal: Maintain or improve

Category Ratings:

• Which are your strengths?
• Any consistent weak points?
• Focus improvement there

Review Frequency:

• What % of clients review you?
• Aim for 60%+
• More reviews = more credibility

Recent Reviews:

• Last 10 most important
• Clients see these first
• Make these count

Response Rate:

• Reply to all reviews
• Within 24 hours
• Professional and kind
• Shows you care

Need Help?

Low Rating Issues:

Contact Pro Support:

• Email: pros@royalpalmservices.com
• Phone: (561) 555-0100
• Explain situation
• Get guidance
• Action plan

Unfair Review:

• Document your case
• Provide evidence
• Request review
• Support will investigate

Remember: Every Pro gets an occasional lower rating. What matters is your overall track record and how you respond to feedback. Stay professional, deliver great service, and your rating will reflect your excellence!