The businesses whose customers complain about the very problem you know how to fix.
Google Reviews feed
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Google Reviews signal · 1h ago by MeetMagnet
Tom Leary
Branch manager, ProHire Plant & Tool, Bristol
Getting reviews about equipment not ready at collection
A specific complaint about your topic
“This month, a 4-star hotel received two reviews from guests who never got back an item they left behind.”
For: Vertical SaaS (hospitality, restaurants, healthcare)
A wave of recent negative reviews
“A restaurant has collected six 1- or 2-star reviews since the start of the summer, all about waiting times.”
For: Customer service training, seasonal recruitment
Average rating going down
“A veterinary clinic has dropped from 4.6 to 4.1 in a few months, with reviews about how calls are handled.”
For: Outsourced reception, online reputation
Negative reviews left unanswered
“An independent hotel has around ten critical reviews this year, and none has had a reply.”
For: Reputation management, social media management
The business apologises about one specific issue
“The management of a residence replies to every review about cleaning, promising to reorganise.”
For: Cleaning, team scheduling software, training
A new business
“A new hotel has just appeared in a target area, with its first reviews.”
For: Suppliers who fit out an opening
One struggling site in a network
“Out of eight branches in a regional network, one gets almost all the negative reviews about lead times.”
For: Consulting, training, multi-site management
The signal
Google Reviews · Review 2/5
“Booked a cherry picker, not ready at collection. 2 hours lost on site.”
The opener
It starts from the topic, never from the signal: no “I saw that you…”.
The conversation
Hi Tom, In plant hire, a missed collection usually costs more in reputation than in revenue. How is prep coordinated between the counter and the yard at your branch?
On a whiteboard. Works fine until someone's off. What do you do?
A shared prep schedule for the counter and the yard, which tells the customer when their machine is ready. How many go out a day?
Between 40 and 60. It's not only my call, but I'm happy to take a look.
How about Thursday at 10 am, or the same time the following week? 20 minutes on a video call, and your regional manager is welcome to join. I'll send it to t.leary@prohire.co.uk, is that right?
Fine, Thursday at 10 am then. Yes, that's right.
MeetingTom LearyMeeting booked
Peek’in, lost property for hotels
An app that automates the return of items left behind in 3- to 5-star hotels.
A 4-star hotel received a review from a guest still waiting for news of a piece of jewellery she left behind. Management did not reply.
Looking at your hotel’s latest guest feedback, I noticed a guest was still waiting for news of a piece of jewellery she left behind. It is often the thing that slips through the cracks between…
Other sources
Go further
Your next customer might be liking a video on TikTok, posting on LinkedIn, getting a review on Trustpilot, asking a question on Reddit, hiring on Indeed, commenting on a YouTube video, announcing a new plant in the press, following a brand on Instagram, getting a Google review.
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