Customer Posted Negative Progress Photos on Facebook
Customer posted photos of your “messy” work-in-progress on social media. The crisis response playbook for social media damage control.
Protect customer trust alongside Customer Review Management Playbook 2026, How to Deal with No-Show Customers, and How to Fire a Bad Customer Without a Bad Review.
You're at the end of day two of a three-day bathroom refit. Floor's up, tiles half-done, dust everywhere—normal mid-project mess.
You check Facebook that evening. Customer posted: "Look at the state my bathroom is in. This is what £3,000 gets you. Anyone know a GOOD tradesperson?"
38 comments. 12 shares. Your business name tagged. Nightmare.
The First 30 Minutes: Do Not Engage Publicly Yet
Your instinct is to defend yourself in the comments. Stop. That makes it worse.
- Screenshot everything. Capture the original post, comments, and shares with timestamps.
- Gather context. Which job? Who else is on site? Any PM notes/photos that prove progress?
- Check your contract. What did you promise about cleanliness, timelines, and communications?
Step 1: Take It Offline Immediately
Phone call > email > text > public reply. Keep it personal and private:
- Call twice. If no answer, leave a calm voicemail: "Saw your post. Totally understand you're frustrated. I'm available right now to talk and fix it."
- Follow up with a text: "Just left you a voicemail. Saw the bathroom photos—want to fix this immediately. Call me when you can."
- Email with proof: include schedule, signed quote, progress photos. Keep tone factual, empathetic, solutions-focused.
Step 2: The Resolution Visit (Same Day or Next Morning)
- Arrive with a plan. Bring drop cloths, cleaning kit, team lead. Show you're taking it seriously.
- Walk through the photos. Ask what triggered the post. Let them vent in person.
- Reset expectations. Explain work-in-progress mess vs final result. Show before/after examples.
- Fix what you can immediately. Quick tidy, extra masking, updated timeline. Anything tangible helps.
Step 3: Asking for Post Deletion vs Update
After you've resolved the issue, ask the customer to post an update (better than a deletion):
"Hey [name], thanks for meeting today. Would you be willing to comment on your post with an update? Something like 'Spoke with [Company], they came back immediately and sorted it. Appreciate the quick response.' That really helps us out."
If they're stubborn, offer to provide your own wording they can copy-paste. Make it easy.
If They Won't Delete: Your Public Response
You still need to show the community you're professional:
"Thanks for the feedback, [Customer]. We're mid-project and back on site at [time] to complete phases 2 and 3. Our teams always leave the home clean and finished at the end of the job—never mid-way through. We'll share final photos once complete." (Attach neutral progress image.)
- Stay factual. No emotion. No blame.
- State action + timeline.
- Hint at before/during/after proof.
Damage Control: When Other Comments Pile On
- Respond once per commenter. "Sorry you feel this way—happy to show you the finished job once complete."
- Use Messenger for private follow-up. Don't argue in public threads.
- Report abusive comments. Defamation, threats, slurs → screenshot → report.
Turning It Around: Your Own Before/During/After Series
Once the job is complete:
- Post a "proof" carousel: Photo 1 = messy mid-project (same as customer posted), Photo 2 = tidy during, Photo 3 = final result.
- Caption: "Progress looks messy mid-way through—but here's what it becomes. Customers get daily photo updates in Toolfy so there are no surprises."
- Tag the customer (if relationship restored) or at least tag the project type and area (#BristolBathroom).
Prevention: Stop This Happening Next Time
- Daily progress updates: Send photos + notes before you leave site.
- Mid-project walk-through: Schedule a check-in halfway through multi-day jobs.
- Expectation briefing: "Day two will look messier than day one. That’s normal." Say it out loud.
- Photo release clause: Add "No public sharing until completion" to contracts (enforce gently).
When Posts Cross the Line: Legal Considerations
Rarely needed, but keep these in your back pocket:
- Defamation vs opinion: "This looks messy" = opinion. "They stole my deposit" (false) = defamation.
- Letter before action: Have a template ready from your solicitor for repeat offenders.
- Platform policy: Facebook and Instagram remove posts with doxxing, slurs, or fake info. Report through official channels.
Real Example: The Viral Kitchen Disaster (That Wasn't)
Situation:
Customer posted a half-demoed kitchen, accused contractor of "walking off the job." 400+ shares inside local Facebook group.
Response:
- • Contractor called within 5 minutes, booked a same-day visit.
- • Shared the signed schedule showing demo days 1-2, install days 3-5.
- • Cleaned site, shared daily progress photos with timestamp overlay.
- • Customer updated post: "They came back today and showed me the plan. Appreciate the fast response."
Result:
Post reached 15,000 people but the update got more engagement than the original complaint. Contractor booked £18K of new work the following weeks from people impressed with the response.
The Bottom Line
Social media posts aren't courtroom verdicts—they're snapshots. Control the narrative fast, document everything, and finish the job better than you promised.
When you respond calmly, privately, and with proof, you turn drama into marketing. People book trades who show up when it gets uncomfortable.
Handle customer issues inside Toolfy
- •Track every conversation, photo, and task on the job timeline
- •Trigger “proof of progress” updates so customers don’t panic mid-project
- •Escalate disputes with deposits, before/after photos, and signed notes
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