Sooner or later a customer will say, 'The other guy said you do bad work.' Here's how to handle it.
In this article
Why it happens
In local markets, competitors sometimes criticize each other to win a job. Customers repeat what they heard and watch how you react. Your response matters more than the comment itself.
Stay calm
Never insult the competitor. It confirms the worst.
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Ask what was said
Understand the concern before answering.
Use facts
Licenses, insurance, warranty, years in business and reviews.
Offer references
Recent customers who agree to talk.
Show your work
Photos, inspection reports and before-and-after examples.
Online reviews
Reply professionally to any unfair review.
Legal limits
False statements that damage your business may have legal remedies. Talk to an attorney if it's serious.
Do great work
The best answer is a customer who tells others.
A calm response
"I can't speak for them. What I can show you is our license, our warranty in writing and reviews from customers in your neighborhood. I'm also happy to connect you with one of them."
Where to start
Prepare a one-page trust sheet with licenses, insurance, warranty and review highlights.
Common mistakes
Badmouthing back, getting defensive and arguing online.
Know your numbers
Track jobs where a competitor was mentioned and how many you won. If you lose many after negative comments, your trust materials need work.
Price every call so it pays.
We help service businesses set clear policies, book better jobs and turn more calls into profitable work.
Frequently asked questions
What should I say when a customer repeats what a competitor said about my company?
Stay calm, don't attack the competitor, share facts about your work, licenses, warranty and reviews, and offer references if needed.