Bad/false review response.

Discussion in 'Carpet/Upholstery/Hard Surface/Misc. Accessory Rat' started by Plaza78, Apr 17, 2017.

  1. Plaza78

    Plaza78 Member

    Jan 6, 2015
    30
    0
    6
    Male
    Ratings:
    +0 / 0 / -0
    Anyone have experience with how to respond to a bad or false review?

    Had a customer write a false review. Job went well . Days after she said everything was great. But when I called her again about her returned check. Things went bad. Haven't got paid and still have that bad review.
     
  2. Robert86

    Robert86 Well-Known Member

    Sep 28, 2016
    1,037
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    Male
    Missoula, MT
    Ratings:
    +769 / 1 / -0
    Only on ebay. I just ignored it. I had about 100 very positive reviews on my account, so while one undeserved negative review was frustrating, I figured I had 100 great reviews to counter it and people could assume that either the bad one was a fluke or just someone being a jerk.
     
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  3. alexus

    Premium VIP

    Nov 6, 2014
    6,983
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    +470 / 3 / -0
    Well just answer what ever happened
     
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  4. 1ST CHOICE CLEANING

    Staff Member Moderator Premium VIP

    Mar 30, 2010
    22,953
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    texas
    Ratings:
    +18,607 / 84 / -0
    So she gave you a bad review after the check bounced? Why was it returned? Canceled or no money to cover it?
     
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  5. Todd the Cleaner

    Todd the Cleaner Todd Cottino
    Staff Member Administrator Moderator Premium VIP

    Sep 4, 2011
    20,587
    12,085
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    Owner / Operator
    Pahrump, Nevada, United States
    Ratings:
    +24,957 / 58 / -0
    Post the review for us to see.
     
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  6. agrantnz

    agrantnz Member

    May 6, 2014
    100
    22
    18
    Male
    Technician
    New Zealand
    Ratings:
    +38 / 0 / -0
    When it comes to reviews I like to read between the lines of both good and bad reviews. If someone takes one or two bad reviews out of dozens of even hundreds of reviews, they are not the customer for you. I am actually more worried about a company when they have lots of awesome reviews... No one escapes bad customers... Ever
     
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  7. powerhouse_cc

    powerhouse_cc Active Member

    Feb 15, 2017
    168
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    +71 / 2 / -0
    Post her address Rob gots connections
     
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  8. Mama Fen

    Mama Fen Well-Known Member

    Jul 18, 2012
    1,510
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    Female
    Supply/distribution
    North Carolina
    Ratings:
    +2,162 / 0 / -0
    It's very rare - to the point of pretty much not happening - that any service company who presents a public image with unlimited and uncensored feedback potential is given a 100% positive review base. Law of averages says someone, somewhere, will be having a bad day and need to take it out on someone. Or someone's kid will be bored at the computer. Or a college student will be out to wreak trollish havoc. It happens.

    The best way to respond is one of two things - a calm, professional response that does NOTHING to accuse the customer in any way, but simply acknowledges their disappointment and asks what, if anything, about your service can be improved in the future. If that doesn't garner the response you desire, at least it shows you care and are willing to be professional.

    The other option is to ignore the review and allow your positive feedback to speak for you. Quite often with an unreasonable customer, that's the best way to handle it. Unreasonable people will continue to escalate the drama because it makes them feel powerful.
     
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  9. rob allen

    rob allen Administrator
    Staff Member Administrator

    Sep 5, 2007
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    Va.
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    I had a very high end client tell me they chose me by the way I responded to a negative review.
     
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  10. ACP

    ACP Well-Known Member

    Apr 9, 2014
    1,327
    653
    113
    Male
    Washington
    Ratings:
    +1,094 / 6 / -0
    Just smother it with tons of 5 star reviews. It happens.

    I got a call from a lady in a 27th story condo downtown Seattle, I told her very politely that we are unable to service that part of town due to access.

    She gave us all Fs on angies list and the comment said "This service wasnt suitable for my high rise condo"

    luckily the one thing about AL over Yelp is they will remove a review like that,
    if its Yelp... there is nothing you can do really.
     
  11. Mama Fen

    Mama Fen Well-Known Member

    Jul 18, 2012
    1,510
    1,187
    113
    Female
    Supply/distribution
    North Carolina
    Ratings:
    +2,162 / 0 / -0
    What's crazy is, if someone gets mad and leaves you a one-star rating, you can't dispute it or have it removed if they don't leave any text to go along with the one star, lol. If they leave nasty comments, you have recourse. If they say nothing, the rating sticks.
     
  12. Kyle8

    Kyle8 Well-Known Member

    Oct 22, 2016
    1,659
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    +504 / 9 / -0
    It's all about making yourself better. Maybe you shouldn't take check anymore. She is in the wrong but make it a learning experience.
     
  13. Jim Davisson

    Jim Davisson Well-Known Member

    Aug 23, 2016
    532
    411
    63
    Male
    Owner Operator
    Serving the greater Charlotte area
    Ratings:
    +609 / 1 / -0
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  14. Jose Holguin

    Premium VIP

    Oct 20, 2012
    12,122
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    Vail, CO
    Ratings:
    +9,818 / 45 / -0
    What do I do about this one? Freaking annoying!!

    IMG_1493183663.870374.jpg
     
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  15. Dapper Bros Cleaners

    Nov 5, 2016
    38
    15
    8
    Male
    Ratings:
    +20 / 0 / -0
    Ouch! It depends on how important those 2 extra stars are to you.

    If it were me? I would reach out to her and offer a few value-added services in exchange for those extra stars. It would give you a chance to teach her in person how to edit that review and create a cheerleader for your business.
     
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  16. Jose Holguin

    Premium VIP

    Oct 20, 2012
    12,122
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    Vail, CO
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    I really don't wanna bother her. Think I'll have Facebook remove it instead.
     
  17. Pro Steam Carpet Care

    Apr 1, 2017
    98
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    President
    Ratings:
    +55 / 0 / -0
    I would be professional but rest assured I would damn sure respond to her nasty review and sure as hell mention her check bounced....tit for tat cunt.
     
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  18. Pro Steam Carpet Care

    Apr 1, 2017
    98
    33
    18
    Male
    President
    Ratings:
    +55 / 0 / -0
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  19. powerhouse_cc

    powerhouse_cc Active Member

    Feb 15, 2017
    168
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    +71 / 2 / -0
    I always wonder how ppl can be ballsy enough to leave a bad review on a company who knows where they live and the lay out to their homes....
     
  20. powerhouse_cc

    powerhouse_cc Active Member

    Feb 15, 2017
    168
    47
    28
    Ratings:
    +71 / 2 / -0
    Sarcasm, joking for proof on any future legal battles lol
     

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