Soldato
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Seems fair enough.
Bit of a nightmare and as others have said I suspect they have got away with this before.
Advice on being threatened by 1 star reviews
- Thread starter LiE
- Start date
Bit of a nightmare and as others have said I suspect they have got away with this before.
Man of Honour
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- 21 Nov 2004
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Need some review boosting to balance it out? 
Personally I think your company is excellent. 5 stars. Would use again.
Actually, that sounds sexual. 6 stars.
Personally I think your company is excellent. 5 stars. Would use again.
Actually, that sounds sexual. 6 stars.
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Permabanned
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What "we" do in the motor trade is make peace with them, offer something their greed can't refuse as an incentive, then, when the car arrives it's stripped and bits go into TBCB*. They remain there for a long, sometimes a VERY long time, awaiting, well the world's your oyster there really, these days...
*TBCB The big cardboard box, a place where vital parts go on holiday for extended periods.
*TBCB The big cardboard box, a place where vital parts go on holiday for extended periods.
Definitely don't do this, it just seems like an over-reaction. You'll probably end up in the Daily Mail.
Out of interest do 1 star reviews really make that much of a difference? If you've got a lot of positives I would imagine it won't make much difference. Agree with @Haggisman about just putting in a professional, factual response to any reviews. As a customer you can tell when some mentalist has left a daft 1 star review.
I recently went somewhere to eat and it has positive reviews but the thing that was mentioned in the poor reviews happened to me. I wouldn't leave the business a 1 star review but I definitely won't be going back there (shame as the food was lovely).
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Permabanned
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Probably just one of those things, I've been to "gentlemen's clubs" too where it was felt necessary to shout "Get `em on". `Appens...
The 1 star reviews so far haven't made much difference, gone from a 4.8 to a 4.7. We have gone out to many of our recent customers to ask for reviews and had 6 more 5 star reviews to balance things.
I guess my biggest frustration is Google's inability to remove the reviews so far. I'm hopefully they will come through considering the evidence we have.
I'm not considering going any kind of legal route now it won't help.
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Soldato
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I'd say focus on content and response.
Let them rant, reply to the rant with a polite and reasonable response. That'll count for as much if not more than a ranting customer if it implies the business is capable of dealing with a grievance with professionalism.
Let them rant, reply to the rant with a polite and reasonable response. That'll count for as much if not more than a ranting customer if it implies the business is capable of dealing with a grievance with professionalism.
Judging by the fact that this person had multiple accounts ready to hand out 1 star reviews, something tells me that they do this on a regular basis. Is there anyway to see previous reviews by an account? If you can it would be worth pointing it out to Google that this person appears to have a history of doing this (assuming it is true).
Soldato
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You can take someone to court over defamation 
You should also be able to report any reviews which breach T&Cs, especially if you can provide proof of threats.
What a PITA though. Hope you manage to sort it
You should also be able to report any reviews which breach T&Cs, especially if you can provide proof of threats.
What a PITA though. Hope you manage to sort it
You can take someone to court over defamation
You can...
If said disgruntled customer then decides to factually state that you have done so all over the Internet (and they almost certainly will, since now you've given them an axe to grind), then a) it will probably do far more damage to your reputation than any review and b) there isn't really anything you can do about it since it's true!
Wasn't there a solicitor who did something like that recently, and it basically blew up in their face?
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I said as much to my wife. If we went legal this customer could make a big raucous about it all over social media. Even if they are wrong and we are in the right it won't look good for us.
Soldato
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You make a good point
Perhaps replying to the reviews offering facts/avoiding emotion might be the best option?
Yep its the best way, and trying to have Google remove the fake reviews.
... conversation is rather abstract without knowing if there are subjective elements to the service,
if the details of the service are written down for the client - a written contract - then there's little ambiguity/wiggle-room
eg it's like the builder who did our wet room - you nail him down on how it will be constructed - following manufacturers recommended sub-structures.
if the details of the service are written down for the client - a written contract - then there's little ambiguity/wiggle-room
eg it's like the builder who did our wet room - you nail him down on how it will be constructed - following manufacturers recommended sub-structures.
Caporegime
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Ha, and how did the builder take that? In my experience they all know best, and certainly better than manufacturers.
I mean we could all review bomb you with factual but not necessarily relevant positive reviews if you can't get rid.
LiE's a great bloke. *****
LiE makes all of his (MM) customers feel like friends *****
LiE has top drawer equipment and facilities *****
LiE's a great bloke. *****
LiE makes all of his (MM) customers feel like friends *****
LiE has top drawer equipment and facilities *****