Responding to reports the right way
Angie's List receives more than 40,000 new reports on service and health professionals each month. We encourage responses to any report—good or bad—so our members can see both sides of the story. Here are some tips on responding to your reports:
- Personalize your response. Members appreciate unique responses to the reports. Don't forget, members can see all the reports on your company and appreciate a genuine response.
- Watch your language. Even if you get a less-than-glowing report, you want to maintain your professionalism: Don't use profanity, hearsay or racial slurs, and avoid being angry or overly defensive in your comments. Companies sound more credible when they address issues in a civil tone. Also, avoid responding in all capital letters—you’ll seem like you’re shouting.
- Stay focused. Keep your response focused on the member's comments and the job your company was contracted to do. Don't get sidetracked by little details.
- Be accountable. Our members realize that everyone can have a bad day from time to time, and they appreciate companies that own up to complaints. If you can, offer to fix the issue to the member's satisfaction. They may go back and improve your grade. If you did a great job, give due credit to any other people who helped the job go smoothly.
- Say thank you. Submit responses to positive reports in the form of a simple "thanks." If something about the experience really stood out to you, let us know about it.
To check your company's reports and post a response, click here. If you haven't registered yet or don't know your Company ID number or sign in information, please call CompanyConnect at 1-866-843-LIST (5478) or email CompanyConnect@Angieslist.com.