I completed a job for a residential client two years ago and had no contact since then. Recently, she left four negative reviews online, claiming that we never returned her calls, overcharged her, and didn’t seal the concrete patio.
In reality, we provided her a discount at the end of the job, and she never reached out to us or our employees. After finishing the job, she was so pleased she even tipped my employees.
During our recent meeting, I maintained professionalism, but she asked me to leave her property and then called me back when I was driving away asking me to come back, I came back and she started explaining that recently she had fallen and hit her head. She demanded we address the concrete issue and other problems caused by another contractor, all while insisting the negative reviews remain online, even after we resolve everything.
Unfortunately, she’s an 80-year-old client who seems to be experiencing cognitive issues. I’m seeking advice on how to handle the situation and get the negative reviews removed without making matters worse. I feel like any response to her bad reviews explains cognitive decline is going to make me look worse. Any guidance would be appreciated.
No one legit has all good reviews. You can’t make everyone happy-some people are just unreasonable, or assholes, and this situation is yet another possibility with this poor old lady. I make it a point to respond to the reviews in a calm, matter of fact and earnest manner. Let people draw their own conclusions. I think I learn more about a biz by reading owner responses to mixed reviews, personally. Having all 5 star reviews look suspicious to me.
Question for ya, I only have all five star reviews and I have almost one hundred over four years. Most of the reviews go in depth and are at least a paragraph. I have about 20 competitors in my city and they usually have about 30 to 70 reviews and they have a rating of about 4.5 - 4.7 on Google. Am I in danger of someone thinking my reviews are fake?
I would 100% assume you had bought every single review honestly.
Yes.
One hundred five star reviews seems suspicious. Even if you just got the odd 4 star review from someone who only gives 5 stars if the service is basically giving it away for free.