How to Respond to a Fake Review
Frustrated with fake reviews? Here are some tips on how to deal with fake reviews through proper reply and behavior.
Suggestions on How to Reply
"We take these matters very seriously. We have no record or recollection of any customer experience fitting this account, nor can we verify anything about your identity from your name in our records.
If you were a client of ours, we would like to investigate this issue further,
Please contact *manager/owner's name* immediately at *insert your email address* so we can resolve this issue.”
Suggestions on How to Behave
- Calm down. Only contact the offending reviewer with a level head.
- Try to contact the customer offline – or at least off the review site itself. Best is to be able to talk to them in person or over the phone. See if they left a comment card or if you have any contact information for them.
- Be overly polite and nice. People have a hard time arguing with polite people. (Kill ’em with kindness!)
- Tell them you understand their frustration or why they are upset. Empathy wins.
- Take steps to clear up the issue and make an honest effort to do so.
- Make sure that there is verifiable or at least anecdotal evidence the consumer or ex-employee will be able to see and believe the issue is resolved.
- Ask them to remove or at least modify their review.
- Explain to them that other people work there and that bad reviews are hurting their friends that work there or people who count on those jobs to support their families.
- It’s not about you! It’s about them. Make them think they are doing a good deed by removing their review.
- Offer them something in return as a gesture of good faith, such as a free coffee or free meal at your restaurant or cafe, or to come in and see changes you have made that will alleviate their concerns.
- If you can’t respond in a calm and professional manner, don’t respond at all.
It is upsetting to receive a fake review, but how you respond is a reflection of the company. Securing customer business is more valuable then having the last word.
Need more tips for your small business? Just visit our KC News to learn more!