How to deal with a local competitor writing fake reviews.

[Eric@noware]

Hi guys, I just noticed that a local competitor (and former employer) of mine has written a fake negative review about my shop on Google.

How do I know it was fake, and that it was him? Well, this "reviewer" has only two posts. One is the negative one about us, and the other (surprise surprise) is a glowing review about him.

He has also, back when I worked for him, gotten himself into a bit of a sticky situation with some of the other shops in town by using similar practices.

I was wondering what, if any, action my fellow 'Nibblers would recommend. I'm sure some of you have run into similar situations in the past, how did you respond?

 

[compnet]

Google or yelp will be little to no help.

Best option is to probably respond, and if he gave any specifics about the issue, note that "we don't have any record of a computer with that problem on that date, are you sure you have the right shop?"

 

[Amanda]

What compnet said...

But word in such a way that the jerk knows you know... but not in a way that reflect badly on you.

 

[rjframe]

Best option is to probably respond, and if he gave any specifics about the issue, note that "we don't have any record of a computer with that problem on that date, are you sure you have the right shop?"

^This.

If he gave no refutable details, respond as if he were a real customer, because your other customers may think he is. Show everybody you care about your customers and the quality of your work, and if he keeps going on like this he'll make himself look bad and your other customers may ignore his review entirely.

If you would be willing to rework/refund if the situation were real, you could even say "bring it back and we'll make it right" or "bring the receipt and will give a full refund" -- whatever your normal procedure will be; you could even publicly throw in a free tune-up -- your real customers will see this but he can't actually take you up on your offer.

 

[mraikes]

...snipped...

If you would be willing to rework/refund if the situation were real, you could even say "bring it back and we'll make it right" or "bring the receipt and will give a full refund" -- whatever your normal procedure will be; you could even publicly throw in a free tune-up -- your real customers will see this but he can't actually take you up on your offer.

I think rjframe makes a good tip on turning lemons into lemonade.

Offer the so called "dissatisfied customer" whatever it takes to make yourself look good. It's not as if you're creating a contract that will apply to every future "real" customer. Be solicitous, concerned & willing to do whatever is needed to make the problem right.

Be careful how you phrase your response(s). Bear in mind how future potential customers will absorb the exchange. Everyone knows that no business is perfect and demonstrating a positive, supportive approach to problem resolution can work in your favor.

 

[Eric@noware]

Here's a copy of the reply that I'm thinking of using:

"I am so sorry that you have had a negative experience, but after checking, I couldn't seem to find any record of a computer with that problem in that time period. Are you certain that you have the right shop?

Again, I am so very sorry to hear about your experience, and hope that you got everything sorted out."

 

[brandonkick]

Lay it on really well too though.


"Customer service is our top priority and we want every customer to get the great service they deserve. Please bring your computer and receipt for a full refund plus a free repair on the problem in question. We stand not only behind our work but most importantly we stand behind our customers!"

 

[PCSupportGlasgow]

Here's a copy of the reply that I'm thinking of using:

"I am so sorry that you have had a negative experience, but after checking, I couldn't seem to find any record of a computer with that problem in that time period. Are you certain that you have the right shop?

Again, I am so very sorry to hear about your experience, and hope that you got everything sorted out."

Last line should be "even though we have no record or client RMA in that timeframe we pride ourselves on our customer service, therefore please bring in your system with your details and we will happily help rectify any issues."

 

[Xander]

I had a TNer from here do pretty much the same thing. He'd commented in one thread how he had found kiddie porn on a computer and, LOLing about it, ignored it and said that another shop had later found it and reported him. Yeah, oh so funny. Quite a number of us here took issue with that and the evidence was taken down and, a few months later, most members don't know that such a misanthrope is among us.
I made the effort to try to report that information to his local police in Wilmington, NC. Not long after that, a fake review showed up on my G+ page saying that I had lost all of their grandparents photo during a virus removal and that they should have gone to a specific local competitor.
I replied to the review that I had never had a customer by that name and that such a case occur in 12 years and that it was standard practice to back up everything on the hard drive as a precaution so that data loss was almost impossible. Thus, the claim was fabricated.

 

[Eric@noware]

Thank you so very much guys, this is gold.

The final reply:

"I am so sorry that you have had a negative experience, but after checking, I couldn't seem to find any record of a customer with your name, or of a computer with that problem in that time period. Are you certain that you have the right shop? Regardless, customer service is our top priority, and we want every customer to get the great service they deserve. Please bring your computer and receipt for a full refund, plus a free repair on the problem in question. We stand not only behind our work, but most importantly we stand behind our customers!"

 

[mraikes]

Thank you so very much guys, this is gold.

The final reply:

"I am so sorry that you have had a negative experience, but after checking, I couldn't seem to find any record of a customer with your name, or of a computer with that problem in that time period. Are you certain that you have the right shop? Regardless, customer service is our top priority, and we want every customer to get the great service they deserve. Please bring your computer and receipt for a full refund, plus a free repair on the problem in question. We stand not only behind our work, but most importantly we stand behind our customers!"

I love it!



More affirmative filler.

 

[Markverhyden]

Ditto. Excellent professional response. You might consider adding "there was no response from the complainant after XX days".

 

[AlexT]

Great reply, i'll keep this thread in mind if i ever run into this problem.

 

[GoHighVoltage]

I would definitely do something like this:


We built our business on superior customer service. Looking at all our repair records, I do not see any customers with your name or the type of work you are describing. Unfortunately some competitors like to post fake reviews such as this, in order to try to devalue honest business. We are ahead of the competition by remaining an honest repair shop that strives on excellent customer service. However, if you have a valid complaint, please come back to us, provide a receipt and we will repair for free and refund your money.

 

[GoHighVoltage]

Oops, I just saw your final response. I love it.

A nice way to say "screw you" to the fake reviewer.

 

[codegreen]

Thank you so very much guys, this is gold.

The final reply:

"I am so sorry that you have had a negative experience, but after checking, I couldn't seem to find any record of a customer with your name, or of a computer with that problem in that time period. Are you certain that you have the right shop? Regardless, customer service is our top priority, and we want every customer to get the great service they deserve. Please bring your computer and receipt for a full refund, plus a free repair on the problem in question. We stand not only behind our work, but most importantly we stand behind our customers!"

This is excellent. Nice work!

 

[Eagle21]

Thank you so very much guys, this is gold.

The final reply:

"I am so sorry that you have had a negative experience, but after checking, I couldn't seem to find any record of a customer with your name, or of a computer with that problem in that time period. Are you certain that you have the right shop? Regardless, customer service is our top priority, and we want every customer to get the great service they deserve. Please bring your computer and receipt for a full refund, plus a free repair on the problem in question. We stand not only behind our work, but most importantly we stand behind our customers!"

The "... couldn't seem to find any record ..." looks weak to me. If I was a customer I would think you are pretending you can't find the record. Either you can find the record or you can't, so say something like "We have no record of a computer with that problem".

 

[Xander]

Good point, Eagle. You'd want it to be clear and confident.

 

[Geek007]

Unfortunately some competitors like to post fake reviews such as this, in order to try to devalue honest business. We are ahead of the competition by remaining an honest repair shop

Not sure I'd put this at all, your pretty much accusing all competitors of not being honest. Just don't like the sound of it. Skating a fine line me thinks.

However, if you have a valid complaint

Again, I think I'd just stick to the line "bring computer in WITH receipt"

As long as you always give feedback on the outcome of a "dispute", I think I'd leave it up to the people reading the reviews to judge for themselves.

 

[brandonkick]

After thinking about it further, instead of changing it to "There are no work orders with that problem from that time period...." I would just drop that out.

Your basically calling the "customer" a liar.


I'd offer the following (or something similar)

"Our customers are #1 here at "blah blah" computer services. We want each and every customer that walks through the door to know they are truly valued. Customer satisfaction is our top priority. Please bring in your computer with the receipt for a full refund. The problem will also be repaired free of charge. If you cannot find your receipt we can research your previous invoices and print another copy."