I recently received this nasty, damaging review from a dissatisfied (and dishonest) homeowner:
But here’s the twist: A new client called us and hired us today, after reading the nasty review, and my response, saying she believed us.
Would you leave this review up, or pull it down? The client that hired us today will likely leave us a rave review, too, in a few days, when we’re done, that will address the nasty review and overturn it.
Is a vindicated defense more persuasive than a lack of attack?
The reason I ask is because the home review site has offered to remove the review, since this individual never actually paid us.
I can’t really think of someone as a customer if they never paid me. I couldn’t see the review but I would tell the review site to give me a couple of weeks to see the backlash (if any) and make your decision on whether it brings any benenfits or if it’s a distraction.
After reading the review in question and your response, Kevin, I would leave it up. The rest of the reviews on that site speak for themselves. How could a company go from almost entirely ratings of 10 to a 0? It’s obvious Bob is a con man. Plus you are doing other contractors a favor by letting them get a heads up on this character.
Leave it up - well answered Kevin, makes it more real. I would have probably added that the company gave you the chance to remove the review, but left it up there for all to see. The only problem is if it gives other home owners ideas.
Leave it up. You have a very educated and well written response that shows you aren’t the lowly window cleaner some may think of us as, and you seem much more credible than he does. I would be impressed as a possible customer… heck, if I was a customer I might even call to get the inside scoop, and end up scheduling. Good conversation piece with customers that find you through that site.
If you are going to leave it up, change your reply a little. You don’t want to come off as too agressiveness. i.e.:
“As for our reputation, I could care less what hucksters and con-men like Bob think.”
Although you are quite justified, some may see it an unprofessional response.
I would explain a little more how you know it is rain spot damage. The average customer is always impressed by technical details.
I would more thoroughly explain the audacity of his non-payment, how it had a negative affect of your crew, payroll for the day or week, etc. Pull customers to your side.
Highlight that you still will offer your risk free guarantee because you trust new customers and want them to feel satisfied. Maybe something like: "Dispite this costly happening, I would like to reassure all new and current clients that our risk free guarantee will continue to be in affect. We value your business and believe that most people are honest and desire nothing but satisfying service. This is the risk we take, so that you have no risks. We hope that you will give us the oppurtunity to prove all of our repeat customers right."
You can also offer references.
All-in-all I thought your response was very convincing.
p.s.- maybe you can address the fact that you were given the oppurtunity to take the bad comment down since they never paid, but you wanted to use the post to the benefit of customers. Spin it somehow.
Yeah, too defensive and insulting. I would nix that. The point to leave
the review up would be to build empathy. If we are combative that causes
people to react in a non positive manner.
The world is an imperfect place. I like the fact that Paneless Perfection would
not hide and pretend sh-t doesn’t happen.
Re-word your response (if you are able). Disarm your comments. Use it to your advantage
I would leave it up also. CFP made a good point, if he didnt pay, why should he care?
Plus, too many people will rate themselves under different logins, everybody knows it. But with this, everyone knows the reviews are legit and that you care about the reputation of your company. LEAVE IT
