So I only have one negative google review. I had two but after replying to both and calling both of them out for never having been to my business, both deleted their reviews. The one who initially only left a rating then decided to leave another negative review a week later denying my claims about who I refused to work with her. I wrote another review going into greater detail as to why she’s banned from my business.
But I’m not sure what to do if she writes another review. I’ve started taking screenshots of her reviews and my responses. On one hand I’m afraid she’ll delete her review again. I was happy when she left the first one because I only had 5 star reviews until her and I know some people find that suspicious. But she’s also a little unhinged. She claimed over the phone I wouldn’t work with her because she’s black even though I’m also black and my business is listed as black owned.
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Don’t feed the trolls. Respond to negative reviews in a positive manner
Dear Karen, I’m sorry that we failed to meet your expectations. I would like to discuss this further with you. Please contact us at __________ so we can discuss this further and try to make it right.
or
Dear Karen, We were unable to find a record of your visit. Could you provide the approximate date and time or receipt number from your visit. I would like to discuss this matter further with you. Please contact me at ____________.
or
Dear Karen, The feedback you provided is not consistent with the experience we provide our customers. I would like to discuss this further with you. Please contact me at ___________.
By taking the negative discussion offline, you don’t provide more material for potential customers to think you are unhinged like https://en.wikipedia.org/wiki/Amy’s\_Baking\_Company
Honestly, the issue with responding is that most owners come off as passive aggressive. My franchise brand forbids us to respond, and I tend to understand why.
That makes sense. I work for myself and actively turn clients away if I don’t think I will enjoy working on them or I think do a bad job. I just turned a guy away 30 minutes ago and he thanked me for my honesty. This negative review was from a woman who had a very bad relationship with her doctor and brought her race up over the phone multiple times. She left the review because I declined to work with her because she made me uncomfortable.
I do wonder if the people more prone to seeing a business defending themselves are people u wouldn’t want to come in though. I’m a massage therapist and the industry attractsca lot of self entitled customers that I’ve been working hard to avoid.