Read and Reply to Customer Reviews
Every FixAm review comes from a phone confirmed by SMS. How to reply in public, keep it calm and what to do about a review you believe is false.
Each review on FixAm was confirmed with an SMS code sent to the customer's phone, so customers treat them as real. Your replies are public too. A calm, short reply under each review shows the next customer how you deal with people, which matters as much as the stars.
Where new reviews show
Open the Dashboard tab in the FixAm app. The Reputation card shows your rating, your number of reviews and your stars. When a review has arrived since you last looked, a green pill shows how many are new.
There is no push notification for a new review, so check the dashboard after each job you asked a review for.
Tap the Reputation card to open Manage Reviews. Every review is listed with the stars, the customer's name, the job and their comment.
Write a reply customers will read
- On Manage Reviews, tap Reply under the review.
- Write your reply. You have up to 500 characters.
- Tap Submit. Tap Cancel to close without sending.
The reply shows under the review on your public profile, labelled Reply from and your first name. You can send one reply per review, and it cannot be edited after you send it. Read it once before you tap Submit.
You can also reply on fixam.pro. Open your profile, find the review and tap Are you the provider? Reply to this review. The site sends a code to your registered phone first, to prove it is you.
Replying to a good review: thank the customer by name and mention the job. "Thank you Ama. Glad the kitchen sockets are working well. Call any time." Two lines is enough.
Replying to a bad review: future customers read this reply more closely than any other.
- Wait until you are calm. Reply the next day if you need to.
- Thank them for the feedback, even if it stings.
- Explain the facts briefly, without blaming. "The pipe needed a part that was not in stock, so the job took two visits."
- Offer to put it right. "Happy to come back and check it, call any time" does more for you than an argument.
- Never share the customer's phone number, address or private details.
A review you believe is false
You cannot delete a review, and neither can the customer. If you believe a review is false, for example from someone you never worked for, contact the FixAm team:
- WhatsApp: +233 24 055 5040
- Email: hello@fixam.pro
Send your name, your phone number, the reviewer's name and date, and why you believe it is false. Screenshots of your WhatsApp chat with the customer help.
A review that is negative but honest is not false. Reply to it calmly instead.
More reviews also soften the effect of one bad one. How to ask customers for a review shows how to get them.