Getting a bad review for your company can be a huge problem. This blog is being written in November 2020, during the Coronavirus pandemic. Almost every one of your customers is either online, or being forced online.
Reputation is always important but especially when it can be reduced to a star rating, or a number.
Fake Reviews
If reviews are so important, then some people will do whatever it takes to get a good one. Fake Amazon and Google reviews, to name just a few, are huge business. But there is an even sinister industry out there – Fake negative reviews.
What Do You Do About A Fake Negative Review?
The main problem with a fake negative review is that it is incredibly difficult to get it removed. Google does not seem interested at all in seriously looking into fake negative reviews. So the key is to respond in a way that shows your integrity. Here is how we did it.
Underpin Marketing’s Approach
So, Underpin Marketing got our first one-star Google review. It’s frustrating because we have never had any contact with the person who left the review, and they have never used any of our services.
BUT
We believe customer service is the most important part of any business. So we responded like this –
“Hello Jamie,
Thank you for taking the time to review Underpin Marketing. Unfortunately, we have no record of you contacting our company about any of our marketing services. We would love to get in touch with you to find out the details of what you were looking for. Our founder’s email address is lewis@underpinmarketing.com and he would be happy to talk over email, or give you a call, whichever is most convenient for you.
We pride ourselves on our customer service and hope we can help you in any way we can.
Underpin Marketing.”
This response highlights the fact that we believe we have had no contact with this person and that we are happy to rectify any issues if they want to contact us. This carefully treds the line between highlighting a fake review, without coming across as aggressive or precious.
