In the world of small business, reputation is everything. Every customer interaction has the potential to either elevate a brand or damage its credibility. At Two Brothers Epoxy, we take that responsibility seriously—and sometimes, that means going the extra mile to turn a bad experience into a great one.
One of our most memorable customer service moments involved a client who initially left us a negative review—but thanks to a heartfelt approach, we not only resolved the issue but gained her trust in the process.
The Miscommunication That Led to a Bad Review
It all started with a scheduling mistake. Our client’s husband, a pilot, had booked our epoxy service while he was traveling. His wife took the day off from work to be home for the appointment. Unfortunately, there was a mix-up on our end—the job was scheduled for the following day instead of the date she had planned.
Understandably, she was frustrated. She had already rearranged her schedule and felt like her time was wasted. To make matters worse, when she reached out to us early that morning, we were already booked for another job. Her frustration turned into a negative review before we even had a chance to make things right.
Making It Right—With a Personal Touch
The moment we realized our mistake, we knew we had to act fast. We immediately shifted our schedule, moved other jobs around, and did everything in our power to prioritize her project. But we didn’t stop there.
We recognized that an apology alone wouldn’t cut it—we had to show her that we genuinely cared. That’s when we decided to take a different approach. Wyatt personally delivered a bouquet of flowers to her while the job was in progress. Later, we followed up with a gift card as a further gesture of goodwill.
We didn’t ask her to remove the negative review. We simply took full accountability, expressed our regret, and made sure the job was completed to perfection.
A Lesson in Customer Service
What happened next was incredible. After receiving the flowers and gift card, she told us, “The flowers were a nice touch.” Not long after, we noticed her review had disappeared. Without us even requesting it, she had taken it down—simply because we had taken the time to acknowledge our mistake and make it right.
This experience reinforced something we’ve always believed: Great customer service isn’t just about delivering a quality product—it’s about how you treat people when things don’t go as planned.
Why This Matters
At Two Brothers Epoxy, we pride ourselves on our reputation. Mistakes happen in any business, but what sets a great company apart is how they handle those mistakes. By owning up to our errors, going the extra mile, and treating our customers with respect, we’ve been able to maintain a strong reputation and build long-lasting relationships.
To us, a single bad review wasn’t just a mark on our record—it was an opportunity to turn things around and show what we stand for.
And that’s exactly what we did.