Thread: Fruitloop Customer-Bad Review- Now What?

That sucks, Shane!

I had a similar situation where a family member of mine posted a question on Yahoo Answers listing my company name and website. Of course, this opened me up to total strangers with no knowledge of me or our industry ripping on my company.

Then these damaging comments showed up on Google search for all to see!

I contacted Yahoo's copyright department who had me write a statement with the necessary legal jargon proving 'under penalty of perjury' that I was the webmaster for my domain.

Then they sent me to the Abuse department who also wanted me to jump through some hoops before they would 'investigate' it!

It took about a week but the content was finally removed.

Hope this helps, let us know what happens with your situation.

WHOA, thats a lot of issue's there Tom. Glad you got it resolved.

I've had a client or two like that and I know which demographic they are in so I try to avoid them as much as possible.

Sounds like you got it figured out.

I would write a professional, detailed response especially noting that you never did any work nor provided an original quote. I would then flag it and hope that Google removes it at some point.

And yes, having customers write some additional reviews wouldn't hurt.

Regardless, with a proper reply and explanation people will understand and appreciate your efforts.

It also helps to NOT give verbal quotes over the phone. I only give written one's, with the customers signature and mine so that way NOTHING changes.

Originally Posted by shane deubell

Funny you say that jose, i think this might be the one that pushes me over the edge to in home written estimates only.Except for repeaters of course. I have been farting around about it for a year should just do it.

Stop farting and poop already! It's a bit more time consuming but I always like to see what I am getting into before I say anything! As for the review, it won't hurt your ranking because I see tons of guys with bad reviews at the top. On the other hand people who are looking for you will see it. I'm sure it will work out.

Shane,
as long as your response to his review is explained by you in a professional calm way it shouldn't hurt you at all. i buy stuff on ebay all the time from people that have some neg. feedback. when i check there feedback and you can tell some nutbag leaves some neg. feedback just because he is mad at the world and the seller responds in a professional, courteous way then i feel totally confident doing bus. with them. sometimes it can be good to show that the whole review thing is legit and not staged. as long as you have enough good reviews i wouldn't worry about it to much.

Originally Posted by highmarkschooner

Shane,
as long as your response to his review is explained by you in a professional calm way it shouldn't hurt you at all. i buy stuff on ebay all the time from people that have some neg. feedback. when i check there feedback and you can tell some nutbag leaves some neg. feedback just because he is mad at the world and the seller responds in a professional, courteous way then i feel totally confident doing bus. with them. sometimes it can be good to show that the whole review thing is legit and not staged. as long as you have enough good reviews i wouldn't worry about it to much.

Kevin makes a really good point here.

Originally Posted by shane deubell

Starting Tuesday- Written Estimates only

Congratulations, Shane! As I mention in SFS there are so many reasons to pre-inspect new customers. You've hit a big one here!

Now if you are going to take all the time do a "pre-inspection" you'll want to be sure to get the job. (Remember we avoid the word "estimate" since it focuses the customer ONLY on money. The phrase "pre-inspection" is what we try to promote.) Here is a great script (really more an outline) that I used with great success on well over 10,000 pre-inspections. The download is free:

http://sfs.jondon.com/1829/resources...ions-that-sell

Steve
www.SFS.JonDon.com

PS Jose mentioned the term "demographics". He isn't the only one as this question from a Rochester, NY carpet cleaner shows:

http://sfs.jondon.com/3216/bhc/targe...up-in-new-york

I just try to get more Pos one's that out weigh the bad..

I learn over the years you can't keep every single person happy out there..There is always one or two nuts you will run into.. I just find it easy to move on then waste time worrying about that one person that gets to you.. No matter who a person like that use's he would not be happy with.. Get one person said something bad you will have hundred's will say good things..