Reviews — what customers see and how to respond
Reviews show on your profile labelled "Verified — hired through Beams" with sample-size context. You can post a single response to any review.
Reviews on your public profile are visible to every customer comparing builders. The article describes what they see and how you can respond.
What customers see
For each review:
- A star rating (typically 1–5).
- Free-text comments if the customer wrote any.
- The "Verified — hired through Beams" label confirming the reviewer actually completed a project with you.
- Sample-size context — for example, "rating from 12 completed projects" — so customers know how much weight to put on the score.
Reviews are aggregated into your Project-Delivery Score and the customer-facing star rating shown at the top of your profile.
Your single response
You can post a single response to any review. The response sits below the customer's review, attributed to you, and stays public.
A good response:
- Acknowledges the customer's feedback — even if you disagree with it.
- Adds context without making excuses.
- Stays professional — no defensiveness, no escalation.
- Doesn't go into specifics that the customer might consider private.
What not to do
- Don't argue. Future customers are reading your response as much as the original review. A defensive response damages your reputation more than a tough review does.
- Don't share private project details in your response.
- Don't ask the customer to amend or remove the review. That conversation belongs in private, if it belongs anywhere.
When a review is unfair
If a review is genuinely unfair — factually wrong, defamatory, or violating the platform's review terms — flag it to Beams. We review and remove where the platform terms have been breached. We don't remove reviews simply because the builder disagrees with them.
What this means for you
Treat reviews as part of how customers make decisions. A few negative reviews among many positive ones look authentic; only positive reviews look manufactured. Respond to reviews thoughtfully when you respond at all; let strong work speak for itself.
Related articles
- How customer feedback works
- Your profile — what's Beams-managed and what's yours