Found my review blind spot after a customer called me out in public

I've been running my painting crew for 4 years and I thought I had reviews figured out. Mostly I focused on getting the rating up and replying fast to anyone who bitched. Then last Tuesday I'm at a supply store in Tacoma and this homeowner walks up to me in the paint aisle, not angry or anything, just says "you fixed my trim but your crew left the drop cloths in my driveway for 3 days." That was in the review I never read past the star count. I went back and read my last 12 reviews and every single sub-4 star one had some detail about cleanup or communication, not the actual paint job. I was so busy chasing the number that I missed the pattern. Now I check every review for the nitty gritty, and I added a walkthrough checklist for the crew before we leave any site. Has anyone else had a review that was technically positive but the real complaint was hiding in the details?

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