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 Active Member

    Sep 28, 2016
    544
    234
    43
    Male
    Kalispell, MT
    Ratings:
    +387 / 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.
     
    • Agree Agree x 1
  3. alexus

    Premium VIP

    Nov 6, 2014
    6,947
    294
    83
    Male
    Ratings:
    +449 / 3 / -0
    Well just answer what ever happened
     
    • Like Like x 1
    • Funny Funny x 1
  4. 1ST CHOICE CLEANING

    Staff Member Moderator Premium VIP Top Poster of Month

    Mar 30, 2010
    22,480
    7,243
    113
    Male
    texas
    Ratings:
    +18,228 / 82 / -0
    So she gave you a bad review after the check bounced? Why was it returned? Canceled or no money to cover it?
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  5. Todd the Cleaner

    Todd the Cleaner Todd Cottino
    Staff Member Administrator Moderator Premium VIP

    Sep 4, 2011
    20,203
    11,728
    113
    Male
    Owner / Operator
    Pahrump, Nevada, United States
    Ratings:
    +24,356 / 56 / -0
    Post the review for us to see.
     
    • Like Like x 2
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  6. agrantnz

    agrantnz Member

    May 6, 2014
    37
    6
    8
    Male
    Technician
    New Zealand
    Ratings:
    +12 / 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
     
    • Agree Agree x 1
  7. powerhouse_cc

    powerhouse_cc Member

    Feb 15, 2017
    66
    18
    8
    Ratings:
    +30 / 1 / -0
    Post her address Rob gots connections
     
    • Like Like x 1
  8. Mama Fen

    Premium VIP

    Jul 18, 2012
    1,235
    933
    113
    Female
    Supply/distribution
    North Carolina
    Ratings:
    +1,728 / 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.
     
    • Agree Agree x 1
  9. rob allen

    rob allen Administrator
    Staff Member Administrator

    Sep 5, 2007
    29,153
    12,615
    113
    Male
    President
    Va.
    Ratings:
    +25,803 / 81 / -0
    I had a very high end client tell me they chose me by the way I responded to a negative review.
     
    • Like Like x 1
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  10. ACP

    ACP Well-Known Member

    Apr 9, 2014
    1,144
    556
    113
    Male
    Washington
    Ratings:
    +954 / 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

    Premium VIP

    Jul 18, 2012
    1,235
    933
    113
    Female
    Supply/distribution
    North Carolina
    Ratings:
    +1,728 / 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 Active Member

    Oct 22, 2016
    276
    65
    28
    Ratings:
    +92 / 4 / -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 Member

    Aug 23, 2016
    76
    67
    18
    Male
    Owner Operator
    Serving the greater Charlotte area
    Ratings:
    +100 / 0 / -0

Share This Page

  • About Us

    Carpet Cleaning Forum, Water Restoration Forum. Free information on marketing, truck mount repairs, bookkeeping, modifications, instructional videos, truck mount machines and accessory ratings and reviews for Cleaners all over the world!
  • Quick Jump

    Open the Quick Navigation

  • Like Us On Facebook

  • Carpet Cleaning Training

    The TMF team works very hard to keep this forum alive and ticking, we would appreciate it if you would become a Premium VIP member today.We'd really appreciate it!

    TMF ACADEMY TRAINING