I wrote about a similar topic 3-1/2 years ago on this site on September 25, 2015 - Reviewers and Readers Should be Careful.
It discussed a case that occurred as a result of a bad review and the lack of credibility some of the reviewers have when they post.
Now, this is directed toward the targets of those bad reviews. There are ways to fight against the complainers.
Complain to the Website, but Don't Wait
If you operate a small business, and you become the victim of a fake review, complain to the website but don't wait to take action. Google and other services take a long time to respond.
It discussed a case that occurred as a result of a bad review and the lack of credibility some of the reviewers have when they post.
Now, this is directed toward the targets of those bad reviews. There are ways to fight against the complainers.
Complain to the Website, but Don't Wait
If you operate a small business, and you become the victim of a fake review, complain to the website but don't wait to take action. Google and other services take a long time to respond.
As I have heard other attorneys state, the cures for a fake or bad review are two or more good reviews. It pushes the bad or fake review down the timeline and decreases the star effect.
Check the History of the Reviewer
You may want to check the history of the reviewer. Some people love to complain. They are the perpetually offended types who are never happy. Readers should also check the history of reviews to see if they give all 5s or all 1s, both are worthless.
Comments in the Industry for the Experience Level of that Company or Individual
Check if similar comments are made in businesses in your industry. The second step is consistent with the motto, misery loves company. Indeed, for my area of practice, I receive calls from potential landlord or tenant clients who complain that their current attorney is taking too much time in sending out demand letters or filing their cases. It is no use for me to represent those callers. So, I explain, much to the dismay of my pocketbook, that there is a dearth of experienced tenant lawyers. Therefore, it is unlikely the timeline will change if they retain me. Younger, less experienced lawyers may not have that problem. That explanation normally ends the conversation.
Respond to the Review.
Also don't forget to respond to the review. Point out logical inconsistencies and falsehoods. Be factual, but firm. If there was a shortfall, admit and move on to what you will do in the future
Check the History of the Reviewer
You may want to check the history of the reviewer. Some people love to complain. They are the perpetually offended types who are never happy. Readers should also check the history of reviews to see if they give all 5s or all 1s, both are worthless.
Comments in the Industry for the Experience Level of that Company or Individual
Check if similar comments are made in businesses in your industry. The second step is consistent with the motto, misery loves company. Indeed, for my area of practice, I receive calls from potential landlord or tenant clients who complain that their current attorney is taking too much time in sending out demand letters or filing their cases. It is no use for me to represent those callers. So, I explain, much to the dismay of my pocketbook, that there is a dearth of experienced tenant lawyers. Therefore, it is unlikely the timeline will change if they retain me. Younger, less experienced lawyers may not have that problem. That explanation normally ends the conversation.
Respond to the Review.
Also don't forget to respond to the review. Point out logical inconsistencies and falsehoods. Be factual, but firm. If there was a shortfall, admit and move on to what you will do in the future
In addition, if it is a disgruntled or unreasonable client or customer, avoid that type in the future. I have an internal "no" list based on my experience with problem clients. It's not worth the risk dealing with similar types. Also, for certain industries, raising the rates and refusing to give breaks on pricing and payment schedules may resolve the problem in the future. I am never shocked when the person who wanted to negotiate fees is the one that causes the most problems during the representation.
Read Good and Bad Reviews with a Grain of Salt.
Finally, discernible people understand that there are some people who can't be satisfied. For restaurants and other retailers, it is the scam artist who says give me free food or merchandise or I will give you a bad review. The best way to handle those people is to stand your ground.
Finally, discernible people understand that there are some people who can't be satisfied. For restaurants and other retailers, it is the scam artist who says give me free food or merchandise or I will give you a bad review. The best way to handle those people is to stand your ground.
Pretty soon, all reviews will be questionable. One caller reminded me of that a few weeks ago. She was an older woman who said, I can't believe those things because I don't know who writes them. Although her assessment is probably true, businesses should still try to keep their star ratings up within reason.
However, I know of great attorneys who have two or three stars. I know two firms with extremely successful landlord tenant practices in Atlanta with a 1 star. Indeed, complaints of delays in filing, delays in meetings, other delays, communication deficiencies, and the like are in the negative comments. I guess their opponents love those, but the consumer gets hurt because they are chased away from the best attorneys by sophomoric people who many wouldn't buy a used car or a piece of candy from on a good day. However, those are the perpetually offended who must write bad or fake reviews.
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