How do you respond to fake negative online reviews?

[rjwarner]

I don't believe that posting a negative on a competitors business is ethical period. It doesnt matter if you are responding to a negative they gave you or not.

[jh]

A bad review is a disaster to a business unless the statement in it does not make logical sense. When I shop online (i.e. Amazon.com, neweggs.com, ebay.com), I used to read all reviews before purchasing. Now I only read bad reviews. The chance of reading a fake bad review is much lower than a fake good review.

[Howard]

Originally Posted by jh

A bad review is a disaster to a business unless the statement in it does not make logical sense. When I shop online (i.e. Amazon.com, neweggs.com, ebay.com), I used to read all reviews before purchasing. Now I only read bad reviews. The chance of reading a fake bad review is much lower than a fake good review.

Agree 100%. I do the same thing. When I shop online I expect things to be good, and look for negatives to see if I might run into problems. If I see them I look for another supplier - so yes those bad comments need to be dealt with.

[subati]

Originally Posted by rjwarner

I don't believe that posting a negative on a competitors business is ethical period. It doesnt matter if you are responding to a negative they gave you or not.

If I had a remedy, I would agree with you. But not in this case. One well written negative review can ruin your reputation if you are just starting out. In this case, I have complained to Google about the review and going to wait some time to see what happens. So far I haven't responded with a negative review. That's the last resort.
To respond to Case.... I agree with you partially. I would have 50 good reviews on 20 sites, if I was into the shill advertizing. We barely have 4 or 5 reviews. We are just starting in our business. I have no problem with a legitimate negative review. We do get some complaints... but almost always, they are in person. And we resolve the issues right away. However, google doesn't provide a way to ask questions or respond to review. That means the field is unfairly leveled against you. All our customers are extremely internet savyy and quiet a few of them try us out because of the reviews we get. This is like responding to your competitor's attempt at starting a price war. Everyone has to decide on their own, how they are going to respond.
Cheers

[chslaundry]

Originally Posted by subati

However, google doesn't provide a way to ask questions or respond to review.

you are able to post responses to reviews on Google if you claim your business via Google Places.

[Vince Runza]

Posting "shill" reviews can get you into trouble. Sure, Google may not know that you got your friends to post good reviews of your business. All it takes is one bad review that claims you did so and it's up there forever! Then you look like a crooked operator.

As already mentioned several times above, if it's in Google Places (or other business classifieds that have a negative review), you need to claim your listing and respond (calmly and reasonably) to the negative review. If you screwed up, admit it. If you didn't, and you suspect it's a competitor, say you suspect. Never accuse!

Of course, if you're curmudgeonly, dastardly and generally disagreeable, ignore what I say and do whatever you want.

No, really!

Vince Runza

[chslaundry]

with the new "improvements" to the Google Places review system, you don't have to worry about negative reviews, since no one can figure out how to leave any reviews.

seriously, Google+?

[Life of Brian]

Originally Posted by Howard

Next, I don't believe in getting mad, I get even. I would go to the local library or other free Internet hot spot and make up several different accounts (hotmail, gmail, yahoo, etc...) and give yourself a few really good write-ups and trash his store as well. What goes around come around.

Please don't do this. Please don't ever do this.



The best policy is to respond to the review. People who are reading reviews will read your response. State your suspicions of the review you are responding to, stay upbeat, and mention some reasons why customers should consider coming to your store. If you're responding to a legitimate review then express concern about how your store wasn't able to meet their needs and suggest an alternative or some way you can help them in the future and encourage them to try your store again.

And then the hard part: Really encourage customers to leave reviews for you online. You can put up a sign or two, but the most effective thing is when you have a good, friendly conversation with someone who is using a laptop in your store (using your free WiFi, of course) ask them to leave you a review in one of two or three places you suggest (I get most luck with Google). It takes time. It takes effort. But it after a few months of really pushing and you get four or five very positive reviews those make you look great online and the reviews last for a long time. The only truly effective way to combat bad reviews, whether they're legitimate or not, is with half a dozen or more great reviews.

Originally Posted by chslaundry

with the new "improvements" to the Google Places review system, you don't have to worry about negative reviews, since no one can figure out how to leave any reviews.

seriously, Google+?

I know! They stole all my yellow stars! Those stood out so good on Google searches, too. Now there are just scores on a 0 to 3 scale, which is lame. Oh well, it is what it is.

[WellDoneSir]

You could probably create your own website and create other Web 2.0 properties with your business name such as Squidoo, blogger and you can probably drown out the negative reviews in the search.

[subati]

To our surprise, Google took down that review. They also took down other reviews that this person had left with other laundromats in our area.
Cheers