So your contribution to this thread is "one time I left a bad review"?
Advice on being threatened by 1 star reviews
- Thread starter LiE
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Soldato
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It was to plant a seed. The person I left the review for, buried my review in positive reviews. Why not do the same here? Get everyone you know to leave a +ve review.
You've not read the thread have you?
I know they are duplicate fake reviews but someone sat in Google had a hard time figuring it out. I think the only reason 2 of the reviews were removed was because they had similar wording and mentioned the same things. The 3rd one I wanted removed they went a different direction with the complaint.
We are back up to 4.8/5 now, we dipped to 4.7 while these additional 1 stars were there. Sounds minor and it is, but when it's malicious it's the principle.
We made a big push to go out and get some more reviews while the 1 star reviews were still there. Offered customers a discount code to use if they did leave a review, people need a little motivation with Google reviews it seems. Our booking system we have nearly 400 reviews.
Soldato
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I was speaking with a neighbour down the road who is a Sparky, I mentioned the OPs experience and he said he runs in to something along those lines himself but did bring up a good point.
If right at the point of service a customer queries the scope of work with differing expectations and then still goes ahead once the correct scope is clarified, he knows this has the potential for a negative review. He's aware (now) that people agreeing to the clarified scope does not mean they are necessarily happy, because the decision is made at the point of service, so there is some pressure on the customer to accept.. If they cancel, that can lead to costs being requested for cancelling, and also having to get new quotes and rebook someone else is going to delay things..
A good example he gave is when he's quoting for light fittings, he never used to include a bulb because everyone prefers brighter/dimmer or different colour temps and even style of bulb, so thought it better to reduce the quote and let them supply, but this wasn't clear and often was discovered at the point of service and unsurprisingly he had a few affect the reviews, one being very scathing.
The lightbulb issue made him change how he quoted, he thought removing the light bulb allowed for more competitive quotes, but in reality it's a false economy, if you set yourself up to be competitive like that, expect customers with high expectations and tight wallets occasionally, he now supplies bulbs, specifcally mentions this in the quote, and builds in a margin now to deal with customer service, something he accounts for and every quarter if there is enough in the pot, he treats his employees to something which also motivates them to focus on customer satisfation.
Of course you get chancers, and fighting those needs to be done on a case by case basis, however if they are asking for a partial refund and had at least queried it at the point of service, I don't agree with the strongarm tactics used, but pragmatically it might be an opportunity to use the 'good will' method and reply accordingly to turn it in to a positive for you..
If right at the point of service a customer queries the scope of work with differing expectations and then still goes ahead once the correct scope is clarified, he knows this has the potential for a negative review. He's aware (now) that people agreeing to the clarified scope does not mean they are necessarily happy, because the decision is made at the point of service, so there is some pressure on the customer to accept.. If they cancel, that can lead to costs being requested for cancelling, and also having to get new quotes and rebook someone else is going to delay things..
A good example he gave is when he's quoting for light fittings, he never used to include a bulb because everyone prefers brighter/dimmer or different colour temps and even style of bulb, so thought it better to reduce the quote and let them supply, but this wasn't clear and often was discovered at the point of service and unsurprisingly he had a few affect the reviews, one being very scathing.
The lightbulb issue made him change how he quoted, he thought removing the light bulb allowed for more competitive quotes, but in reality it's a false economy, if you set yourself up to be competitive like that, expect customers with high expectations and tight wallets occasionally, he now supplies bulbs, specifcally mentions this in the quote, and builds in a margin now to deal with customer service, something he accounts for and every quarter if there is enough in the pot, he treats his employees to something which also motivates them to focus on customer satisfation.
Of course you get chancers, and fighting those needs to be done on a case by case basis, however if they are asking for a partial refund and had at least queried it at the point of service, I don't agree with the strongarm tactics used, but pragmatically it might be an opportunity to use the 'good will' method and reply accordingly to turn it in to a positive for you..
Caporegime
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You need to take each review at it's own basis. I find reviews for insurance products almost always worthless. 99% of them are
"Smooth buying experience, 5mins and I am covered"
Are you really? That only tells me they are eager to take your money and not a review of the actual insurance product itself. Absolutely worthless review.
Or on Amazon, when people review phone cases....it didn't fit my 14 Pro Max, 1 Star. When the phone case is for the regular 14 Pro. I mean...no sheet sherlock.
"Smooth buying experience, 5mins and I am covered"
Are you really? That only tells me they are eager to take your money and not a review of the actual insurance product itself. Absolutely worthless review.
Or on Amazon, when people review phone cases....it didn't fit my 14 Pro Max, 1 Star. When the phone case is for the regular 14 Pro. I mean...no sheet sherlock.
Honestly, getting 1 or 2 One Stars is probably a good thing, even if it is rubbish and made up one star lies.
It makes your business other reviews stand out and reaffirms in most peoples heads, that the 1 star is malicious and not to be taken seriously.
My business had a 1 star review recently, claimed she had a faulty power banks and even after I sent her a replacement, she said it was faulty too!!! I got both power banks returned and a full refund and she still gave me a 1 star review.
....reason for her review, she was holding the power bank the wrong way around and was reading the display as being "stuck on 66% charge even after leaving it on overnight" she was seeing it as 66% when in fact it was 99% charged and worked fine. Idiocy knows no bounds I swear!
It makes your business other reviews stand out and reaffirms in most peoples heads, that the 1 star is malicious and not to be taken seriously.
My business had a 1 star review recently, claimed she had a faulty power banks and even after I sent her a replacement, she said it was faulty too!!! I got both power banks returned and a full refund and she still gave me a 1 star review.
....reason for her review, she was holding the power bank the wrong way around and was reading the display as being "stuck on 66% charge even after leaving it on overnight" she was seeing it as 66% when in fact it was 99% charged and worked fine. Idiocy knows no bounds I swear!