How-To Articles

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How To Actually Generate Customers On Professional Networks: Part 1

Asked by Julbert Abraham from AGM - LinkedIn Marketing & LinkedIn Training

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If you're wondering if you can get clients from a professional network such as LinkedIn or Alignable (or any... Read Full Answer

Data & Insights

Tagged in Sales & Promotions

10 Actually Actionable Benefits Of List Building

Asked by Juan Manuel Colome from Top Response Marketing

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What is List Building all about?

List building refers to a continuous process of adding new and updated subscribers to your list.... Read Full Answer

Local Business Stories

Tagged in Local

Celebrating Small And Locally-owned Businesses With Bill Brunelle of Independent We Stand

Asked by Alan Belniak from Alignable

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Today's special edition of the Local Business Stories by Alignable podcast highlights... Read Full Answer

What Would You Do About a Client That Lied in Review on Google Directory?

By Donna Richards · Posted on Wednesday, August 23, 2017 · Tagged in Word-of-Mouth



I have had one customer write a review that was a complete lie on Google about me, and it brought my ratings down below Five Stars. 4.8 This is a total untrue statement and I can't get Google business directory to take it off. I have been in business for 9 years and have 16 five star reviews on Google Business Directory which gave me a FIVE star overall? Also the yellow pages, and I have 26 five star reviews on that there. What do you do about a customer that is impossible to please and then bullies you to work for nothing or they will write a bad review? Well, he did it. I tried to appeal to him but he wrote hateful statements. I will never get to 5 stars again, just because of you one star review? I really believe in review and take them seriously. Should I write a rebuttal? I can't say one nice thing about this very mean client as what he said didn't happen. What would you do?

Albert Thiel from Your Data Center Incorporated
1 Local Recommends Them • Answered on Sunday, September 3, 2017

We had one customer who had a phone screen fixed, then months later brought it back with signs it was dropped again. What a surprise eh?

We did not replace the screen and over a year later they wrote a negative Google review about it. We have many customers but few reviews so it shows up, but honestly I don't care. I did not budge and stood my ground.

Customers keep coming and they all say we do the best work. A negative review you stand up to can be just as positive. Just make sure you are right. Lying is not the answer ever. If you were wrong, then make it... (more)

Most Engaging Answer

Mark Mehling (Mark@TakeControlMarketing.com) from Take Control Marketing
84 Locals Recommend Them • Answered on Wednesday, August 23, 2017

Nothing. Your time is more valuable. After reading this post, then decide if you want to take the high road with a simple rebuttal. I have worded one for you below.

Besides, you actually have more credibility when there is one person who gives you a lower rating. It helps your credibility (no one is perfect), plus everyone will see there is one idiot that visits every business! People will see the 5 star ratings and the single 1 star rating and it won't matter.

If the single low rating means a customer doesn't choose you, then they are probably the same type... (more)


Donna Richards from Web Designs RI
7 Locals Recommend Them • Replied on Wednesday, August 23, 2017

Thank you so much MARK!! That is a very professional recommendation. I guess I am just a perfectionist, and got used to those 5 stars all these years. :-(


Maury Kosh from The Performance Based Marketing Group
36 Locals Recommend Them • Replied on Wednesday, August 23, 2017

Top notch Mark.. The internet world tends to view 5 stars as to good to be true and therefore fake reviews...


Debbie Winkler from Humane Domain
5 Locals Recommend Them • Replied on Wednesday, August 23, 2017

I love this!


Aida Guzman from A&E Advertising and Web Design
7 Locals Recommend Them • Replied on Wednesday, August 23, 2017

Perfect advice Mark! It's exactly what I would tell my clients.


Gloria Ochoa from DancingSpyder - Social Media Wrangler
12 Locals Recommend Them • Replied on Wednesday, August 23, 2017

This!



Otrie Barrett Jr from Mr. Otrie Barrett Jr
1 Local Recommends Them • Replied on Wednesday, August 23, 2017

Perfect advice Mark :)


Mark Mehling (Mark@TakeControlMarketing.com) from Take Control Marketing
84 Locals Recommend Them • Replied on Thursday, August 24, 2017

If it helps anyone, here is the list from the other thread:

Some rules for reviews that I have found make great guidance:

Rule 1: "Never wrestle with a pig. The pig likes it and you only get dirty." While not specifically addressing reviews, you get the idea.

Rule 2: Never argue point by point. It looks defensive. And people will side with the person who is not defensive.

Rule 3: Take the high road. Have a script in advance that you use for these. Something along the lines of "It sounds like you had a horrible experience and, of course, we are disappointed that... (more)


Alek Lubczynski from Silver Eye Productions
5 Locals Recommend Them • Replied on Thursday, August 24, 2017

Thank you Mark. I was not aware I could use this approach. This is very diplomatic and professional. Thank you.


Rosie Horne from North-Tech Stone & Ceramic
1 Local Recommends Them • Replied on Thursday, August 24, 2017

Excellent advice. Couldn't agree more. Cut them lose and take the high road.



Summer Masosud from Five Years Younger Facial
2 Locals Recommend Them • Replied on Thursday, August 24, 2017

Great advice Mark!


Mehdi Salem from Dreaming The Web
2 Locals Recommend Them • Replied on Thursday, August 24, 2017

Hi Donna,

There is not much to say after the impeccable answer provided by Mark here...

What I would point out and maybe somebody already said it here and I apologize for repeating:

It is not necessarily true that you will not have a chance to get to 5 stars ever again... From what I've seen in many rating apps is that often there is a % threshold after which the 1 star become negligible in their algorithm so even though the 1 stars stay visible, the global rating can jumps back to 5 if you have so many fives!

So just keep up the great work!!!


George Hamilton from Data By George
12 Locals Recommend Them • Replied on Thursday, August 24, 2017

Mark;

Thank you so much for your email. I just recently told a client the same thing, but we Virtual Assistants who do not specialize in marketing have less credibility. :) I just know that what you stated is precisely my attitude when I look at a business. If I see nothing but 5 star reviews from a long standing business (or app, or product, or movie or . . .) I smell baiting. I move on. I usually read the bad reviews and pretty much can tell whether its really because the provider screwed up in an inexcusable way, or this was one of those situations that no... (more)


Ralf Bieler from Multiple Funding Solutions, Inc. (MFS)
3 Locals Recommend Them • Replied on Thursday, August 24, 2017

Right on the mark, Mark!!! Always take the high road - and don't sweat the small stuff.

Best,

Ralf


David J Dunworth International Best Selling Author from Marketing Partners
56 Locals Recommend Them • Replied on Thursday, August 24, 2017

Absolutely on point, as is always the case with you my friend. I wish I met you thirty years ago.


Karen Cavanagh from KLC Marketing Group
4 Locals Recommend Them • Replied on Friday, August 25, 2017

I need a "love" button for this response. A total refund and wonderful response.


Tracy Haase-Nowacki from Exit Realty XL, Tracy Nowacki
0 Locals Recommend Them • Replied on Friday, August 25, 2017

Definitely the right advice Mark.


Marquitta Williams from The GRACE Center at Fifth Street Baptist Church
1 Local Recommends Them • Replied on Saturday, August 26, 2017

I love this advice Mark. I will sometimes look at a business who has all 5 star ratings and wonder if they took the time to rate themselves or have friends and family do it for them.


Liesl Lukacs from VineBUZZ Web
3 Locals Recommend Them • Replied on Saturday, August 26, 2017

Couldn't be better. I'm not a huge South Park fan, but my husband made me sit and watch the one where everyone was bullying businesses because they were 'Yelp Reviewers'. It's a culture that's firmly in place, and folks will use that bully pulpit when they perceive a grievance. Mark's advice is excellent.


Tom Garner from Rocket Growth Strategies
2 Locals Recommend Them • Replied on Saturday, August 26, 2017

I agree that having a less than perfect review can be a good thing to a certain extent.

It can actually be a GREAT THING if you can turn it into a positive. Try and reach out to person directly, not publicity on the review site, at least once and see if you can address their issue. If you cannot then respond on the site showing that you made the effort and then you can ignore it beyond that point. Even if they come back at you again you've shown you made the effort.

Here's the GREAT part. Nothing looks better than having someone who had problems later post how... (more)


Michael Jordan from AnthroDesk
1 Local Recommends Them • Replied on Saturday, August 26, 2017

GREAT response. GREAT advice.


Noor Vasaya from Theatre Near You Installation Services
1 Local Recommends Them • Replied on Saturday, August 26, 2017

Thanks for your great advice Mark. I agree with you 100% to be professional. I had to deal with similar situation and I followed the Google guidelines. It was a competitor who used his trade name email address to write negative reviews to two similar companies. I emailed him directly to take it down nicely and mentioned that he has done same to another company. Also told him that I have taken the screenshots of both reviews and reported it to Google. One of my client who had written a 5 start review for me and had been burnt by this company also recognised... (more)


Dan Walcott from Eagle Outdoor Sign Co., Inc.
4 Locals Recommend Them • Replied on Saturday, August 26, 2017

Thanks for taking the time to write that Mark!


Ron Dumas from R.E. Dumas & Company, LLC
10 Locals Recommend Them • Replied on Sunday, August 27, 2017

That was a very good and thorough suggestion Mark. Good job.


Caitlin Philips from Body Mind & Birthing
4 Locals Recommend Them • Replied on Tuesday, August 29, 2017

Thanks much, Mark! Your grounded and sound advice is comforting!


Tony Selthofer from A Few Solutions, Consultant, Coach and Wealth Builder.
0 Locals Recommend Them • Replied on Sunday, September 3, 2017

Mark you are right on. Refund what they paid so you can disarm them in every way.

Eric Werny from Utah Consulting, LLC - (435) 986-4244
3 Locals Recommend Them • Answered on Wednesday, September 20, 2017

Mark is totally correct!! Getting more positive reviews that knock the negative ones out of the park. And you can also tell the truth about the review. But your time is so much more valuable in satisfying other great customers, and getting reviews that totally disprove those negative remarks. I have seen ex-employees play this game on the reviews. But customer can see through it too. So just work hard, and do the right things, and always be honest in the dealing with your fellow man and you will be blessed. - Eric Werny - Utah Consulting (435) 986-4244 ... (more)

Nicole Chardenet from Yappn
0 Locals Recommend Them • Answered on Tuesday, September 5, 2017

I found some more information on reviews. Came through on a newsletter I get for work. This should give everyone here a better idea of how Google reviews work and how various reviews affect your ranking (guess what, those stars aren't nearly as important as you thought!)

https://yoast.com/ranking-your-local-business-part...


Dennis Wilson from Dennis Wilson - RevLocal Park Ridge
5 Locals Recommend Them • Answered on Monday, September 4, 2017

Donna,

Good evening. As a Google Premier Partner, we are often able to help get inappropriate reviews removed for our partners if the reviews have violated Google's review policies.

That being said, beyond the optics of other people being able to see you turn that negative into a positive as they decide whether or not to click on you, for the sake of Local Search (aka SEO), Google also looks at reviews and company responses in their algorithms. Read the section on reviews at Improve your local ranking on Google.

In the end, I would recommend having someone else... (more)

Randy Malone from Malone Tax & Bookkeeping
2 Locals Recommend Them • Answered on Tuesday, September 5, 2017

Answer the review directly and with tact and wisdom. Also, having a 4.8 is better than a 5 star because its more real and its not all fake 5 star posts. I'm not saying your 5 stars were fake but as a customer I would have that impression.

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Asked By

Donna Richards from Web Designs RI
Warwick, RI