AI prompt: Roofer complaint response — de-escalate before it becomes a Google review
The homeowner is unhappy. Maybe a tile slipped, water got in, or the job took longer than promised. They are emailing or calling, and if you reply defensively — or go quiet — you will lose the relationship and potentially the review. This prompt writes the response you need.
The prompt
You are a roofing contractor responding to a written complaint from [customer name] about [problem description — e.g., 'a roof tile that shifted three weeks after installation' or 'water ingress after a recent repair']. Your business name: [name]. The original job: [brief description and completion date]. What went wrong as best you understand it: [your honest assessment]. What you have already done about it: [actions taken, or 'nothing yet — this is first contact']. What you are prepared to offer: [return visit to fix / partial refund / other — be specific]. Write a response email (under 160 words) that: (1) Opens by acknowledging the specific problem — not a generic 'sorry for any inconvenience' (2) States clearly what you are going to do next and by when (3) Gives one brief, honest explanation for what happened — facts only, no excuses (4) Ends with a direct way to confirm the plan. Tone: calm, professional, accountable. No defensiveness.
What you’ll get back
A 130–160 word response you can send via email that de-escalates the situation, demonstrates accountability, and gives the customer a clear next step.
Tips for this one
- Respond within 24 hours. A delayed response signals you don't take the complaint seriously — that is when customers go straight to Google.
- Offer a return visit before offering a refund. Most roof issues are fixable at low cost, and physically showing up carries more weight than a credit.
- Name a specific date and time for the return visit in the email. 'We'll be in touch to schedule' reads as avoidance — customers need a concrete commitment.
- Save a copy of the complaint and your response. If the issue escalates to a formal dispute or insurance claim, the paper trail matters.
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