Got a bad review over a miscommunication this is what the documentation gap cost me
The job went fine. The work was solid, the customer seemed happy when I left. Two weeks later there's a one-star review saying I charged for work I didn't do and never explained the scope properly.
The honest version of what happened is that the scope had changed mid-job. Something came up during the work that added time and materials, and I explained it verbally on site but didn't document it anywhere the customer could refer back to. They remembered the original conversation. I remembered the updated one. Neither of us was lying. There was just nothing written down that settled it.
The review is still there. I responded professionally and most people reading it probably understand what happened. But it cost me at least two or three jobs from people who saw it and went elsewhere. That's a real number.
What changed after that was how I document everything. Every visit, every scope change, every estimate. It's all tracked now through the software I use for the estimating and invoicing side. Customers get a written record of what was agreed, changes get documented before the work happens, and I have something to point to if the conversation goes sideways. Haven't had a dispute like that since.
The bad review was fixable in terms of my response. The three jobs it cost me weren't.