Review replies and missed calls for DFW HVAC, plumbing and garage door shops
When the crew is out on jobs, two things are easy to let slide: replying to reviews and answering the office line. Here's how I'd handle both.
When the tech didn't show in the window
Own it in a sentence or two, apologize, and give them a way to reach the owner. Don't explain the whole day's schedule in public.
Say a customer writes that nobody came during their 9 to 12 window and nobody called. A reply along these lines works:
"Thank you for telling us, and we're sorry. You set aside your morning, we didn't show, and we didn't call to let you know. Please call the office and ask for the owner so we can talk it through."
When the customer thinks the price was too high
Don't argue about numbers on the review page. If you gave a written quote, say so plainly and offer to go over the invoice by phone. Google's tips for owners make the same point another way: acknowledge a mistake if there was one, don't take responsibility for things outside your control, and explain what you can and can't do.
Source: Google Business Profile Help, Tips to get more reviews.
When it's a five-star review
A short thank-you that mentions something the customer said is enough.
If the customer says the tech was quick and explained the problem before fixing it, something like this is plenty:
"Thanks for taking the time to write this. We're glad the tech was quick and explained the problem first, and we'll pass your note on."
What a caller hears when nobody picks up
From inside a busy shop it's hard to know what a caller hears. The free missed-call check tells you: 3 test calls to your main line at times you pick, then a one-page note showing whether each call was answered, how many rings before pickup, and what voicemail said if it picked up instead.