Anonymity for Customer Reviews

[SuperiorDG]

So I don't know if this is a rant or a solicitation for advice. Long story in short form. I hired a 20 year old entry-level employee about a month ago. Like most he seemed like a good fit in the interview so I hired him. Exactly one week on the job I instructed his lead guy to have him clean up the shop being that we didn't have jobs that afternoon. I was out measuring a shower at the time. He calls me on-site and informs me that "he didn't sign up to clean the shop." I was a little shocked at this but put a plan in place and hired someone else and once they were ready to start let him go.

Fast forward to yesterday. I get an email informing me I have a Google review on my business Google page. I look at the review and it's a one star rating. I thinking WTF I don't have any pissed off customers I'm dealing with or anything of the nature. I Google the user name of the reviewer and find it is the same name and icon as a Youtuber and a bunch of other video gamer review pages. Anyway I remember that in the interview the guy mentioned that's what he does in his free time. So I listen to some of the reviews and it's the guy I fired's voice.

So now I know who the anonymous reviewer is and so what do I do? Being that his Youtube persona is a secret to everyone but me I'm thinking of outing his name and personal info on all of his internet videos and the like. Or just texting him the user name and telling him he has 24 hours to take down the review of I will not be the only one who knows who the user name belongs to.

Anyway, I can go long into the details later but for now I'm just trying to devise a plan.

[68Charger]

What you are talking about is doxx'ing

possibly a route you could take, since you're not CNN- and his review had nothing to do with him being a customer. I'm sure a lawyer would have an appropriate course of action- like a cease and desist with threat of a lawsuit for damages.

I don't know if there is any process to challenge reviews with Google...

[Sawin]

...

I don't know if there is any process to challenge reviews with Google...

This was my first thought as well.

[izzy]

I think you can respond to the review if you've claimed the business with via Google reviews. I'd probably respond explaining that the review is from a disgruntled employee. Not sure if that still comes off as negative though. I'd guess Google has a way to contest it.

[SuperiorDG]

What you are talking about is doxx'ing

possibly a route you could take, since you're not CNN- and his review had nothing to do with him being a customer. I'm sure a lawyer would have an appropriate course of action- like a cease and desist with threat of a lawsuit for damages.

I don't know if there is any process to challenge reviews with Google...

I now know a new word, thanks.

Cease and desist letter cost a $1000.00 from a lawyer.

I'll check further with google and see.

[SuperiorDG]

I think you can respond to the review if you've claimed the business with via Google reviews. I'd probably respond explaining that the review is from a disgruntled employee. Not sure if that still comes off as negative though. I'd guess Google has a way to contest it.


I've replied and then deleted my comment. I don't know how it sounds either so I was a little unsure about that course.

[izzy]

you think the review is going to cost you more than $1000 in business? if so then I'd say get that lawyer on the case

[colorider]

Best is to respond to the review and do it quickly. Just say that xxxx is not a customer, but rather an ex employee.
Getting a google review deleted is damn near impossible. I deal with this nonsense every week with my business.
Make your response friendly and with enough detail that it will make sense to the readers. Don't be negative toward the review. Simply state the facts and also remind the readers of all your good reviews.

[cstone]

Do you think the former employee would remove the review?

I wouldn't pay a lawyer for this. IMO colorider's suggestion is the best way to handle most negative reviews.

[izzy]

Do you think the former employee would remove the review?

I wouldn't pay a lawyer for this. IMO colorider's suggestion is the best way to handle most negative reviews.

+1 to that

[MED]

Best thing you can do is not feed the troll; that will reflect more on you than this isolated review. Simply respond to the review that you tracked down the anonymous review to a terminated employee (don't say disgruntled or anything regarding his motives), and leave it at that. If I didn't use anybody with a few sour grape reviews, I wouldn't ever get anything done. On a different note; sorry you had to deal with a little entitled snowflake who was too good for the job.

[sellersm]

Best thing you can do is not feed the troll; that will reflect more on you than this isolated review. Simply respond to the review that you tracked down the anonymous review to a terminated employee (don't say disgruntled or anything regarding his motives), and leave it at that. If I didn't use anybody with a few sour grape reviews, I wouldn't ever get anything done. On a different note; sorry you had to deal with a little entitled snowflake who was too good for the job.

^This.

[TFOGGER]

$1000 for a lawyer to write a "cease and desist"...$250 to get some thugs to knock the goat snot out of him...not that I would condone that sort of thing...

[Great-Kazoo]

Best thing you can do is not feed the troll; that will reflect more on you than this isolated review. Simply respond to the review that you tracked down the anonymous review to a terminated employee (don't say disgruntled or anything regarding his motives), and leave it at that. If I didn't use anybody with a few sour grape reviews, I wouldn't ever get anything done. On a different note; sorry you had to deal with a little entitled snowflake who was too good for the job.

Agree.
Include after doing some research regarding the negative comment. I found it to be a former employee (if one would call them that) who once hired, informed me HE doesn't do work like that. Telling me getting ones hands dirty was beneath them. I am responding to said comment hoping the one who posted it doesn't break a nail while hiding behind their keyboard.



$1000 for a lawyer to write a "cease and desist"...$250 to get some thugs to knock the goat snot out of him...not that I would condone that sort of thing...

$250! In today's lifestyle of everyone having a cell phone looking to become the next internet sensation, that doesn't cover the first attorney consult.
Better add a zero to that number, hypothetically of course.

[davsel]

Post his name up here and let the board Les Fletcher him.

[StagLefty]

Damn I used to consider cleaning the shop a break !!!!

[SuperiorDG]

Agree.
Include after doing some research regarding the negative comment. I found it to be a former employee (if one would call them that) who once hired, informed me HE doesn't do work like that. Telling me getting ones hands dirty was beneath them. I am responding to said comment hoping the one who posted it doesn't break a nail while hiding behind their keyboard.



I toned it down a bit but posted your suggestion.

[00tec]

I like it...

[Skip]

Post his name up here and let the board Les Fletcher him.

Sounds like something it's not. [ROFL2]

[SuperiorDG]

Post his name up here and let the board Les Fletcher him.

One can take a look at my review if you like.

https://www.google.com/maps/place/Superior+Door+%26+Glass+Services/@39.778716,-105.106132,15z/data=!4m5!3m4!1s0x0:0x64dca9dc7268dd64!8m2!3d39.77 8716!4d-105.106132

[MrPrena]

One can take a look at my review if you like.

https://www.google.com/maps/place/Superior+Door+%26+Glass+Services/@39.778716,-105.106132,15z/data=!4m5!3m4!1s0x0:0x64dca9dc7268dd64!8m2!3d39.77 8716!4d-105.106132

Good reply.

[cstone]

If I had any Door or Glass needs, I would hire you even after I saw the review. I just assume that some reviews are shills or competitors. Its like an Internet Poll. Take it with a grain of salt.

[Firehaus]

Protest it as a fraudulent review from a disgruntled ex-employee to google. They used to take them down, hope they still do.


Sent from my iPhone using Tapatalk

[mattiooo]

The other thing that would help, is for that to be lost among your good reviews. It stands out because it's the only review you have.

Devise a campaign where you actively ask your satisfied customers to leave you feedback on there. Most people don't leave reviews, but some do if you ask them to.

Also, add something to your process so that you ask for those reviews after every job. It can be a line on your invoice, a buck slip you send with the invoice, or even a follow-up email you do a week after a completed job. Thank them for being a customer and ask them if they were happy with your work, would they consider leaving you feedback. Give them a link to do it right in the email.

You can still go back and ask existing customers

[NFATrustGuy]

I looked at the review and clicked on the option to report it as hateful / unhelpful / vindictive or whatever. I had to give my email address so I used my @WoodardLaw address. Just trying to be helpful. ��

[Bailey Guns]

^^ Nice!

[00tec]

I looked at the review and clicked on the option to report it as hateful / unhelpful / vindictive or whatever. I had to give my email address so I used my @WoodardLaw address. Just trying to be helpful. ��

Anyone doing this should probably Google the business and find the review that way. Google can tell if the traffic is all coming from this page via the link. It will probably make it less likely to be pulled if they do.

[SuperiorDG]

The other thing that would help, is for that to be lost among your good reviews. It stands out because it's the only review you have.

Devise a campaign where you actively ask your satisfied customers to leave you feedback on there. Most people don't leave reviews, but some do if you ask them to.

Also, add something to your process so that you ask for those reviews after every job. It can be a line on your invoice, a buck slip you send with the invoice, or even a follow-up email you do a week after a completed job. Thank them for being a customer and ask them if they were happy with your work, would they consider leaving you feedback. Give them a link to do it right in the email.

You can still go back and ask existing customers

I've been working on getting customers to review us there by giving them a link in the email we send with their invoice but it seem to not work very well. I'll just have to call them and ask I guess.

[Rooskibar03]

I've been working on getting customers to review us there by giving them a link in the email we send with their invoice but it seem to not work very well. I'll just have to call them and ask I guess.

Didn’t sevetal members here have you do some work? Maybe we should all finally leave reviews.

[spqrzilla]

Hmmmm, I need to raise my rates.

[Jeffrey Lebowski]

Best is to respond to the review and do it quickly. Just say that xxxx is not a customer, but rather an ex employee.
Getting a google review deleted is damn near impossible. I deal with this nonsense every week with my business.
Make your response friendly and with enough detail that it will make sense to the readers. Don't be negative toward the review. Simply state the facts and also remind the readers of all your good reviews.


This would be my vote too.
Someting like:
Ex-Employee review: Business sucks, blah-blah-blah.
Business: Sorry your employment here didn't work out, hope you are well.

(I might even just use a first name, if it weren't too identifying by being unusual)

As a potential customer, I see that and laugh, but it is polite and professional. No need to go Wendy's on them, that's too much.