Bad Reviews, Bad Reviews, What You Gonna Do When They Come for You?

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Hiding your head in the sand or lobbing a series of f-bombs may come to mind as responses to your small business being the subject of an unwarranted negative review. But, neither of these options is the best Reputation Management response. Count to 10 and take some advice from judo, the sport of self-defense.

Stop. No. We are not going to beat up Mrs. Jones who said your Alfredo sauce smells like her Ferrari’s used oil at replacement time.

To win in combat, use your opponent’s weight & strength as weapons against him. That is the secret to Judo (which is Japanese for “the gentle way”).

When your opponent comes at you, step aside and push him on his path, out of your way. Or… use your critic’s hell-fire prose and rush to pound your business into the ground against him/her. Look at the review to see if there are any violations of Yelp, Google, etc. rules. More than likely no effort was made to stop and look at the rules.

If it is unwarranted, then let the comments pass you and instead confront the words & tone (weight & strength) of the review.

Can you prove it was posted by a former employee or competitor and that pertinent information was intentionally omitted? Does the review fail to describe an actual consumer experience (“the gay, lunch-shift waitress served time 10 years ago, so don’t eat there” has nothing to do with quality of food)? Read the Content Guidelines. Build a calm, collected, and fact-filled plea to remove the review.

This is something best handled by a Reputation Management Specialist or a Social Media Manager. But, if you want to respond to an unwarranted negative review by yourself, this is one option.

It is a sad state of the times that people now feel enabled to vent “fake news” frustrations at small business merchants. Reviews are sometimes poorly veiled attempts at revenge or political dominance. For example, pity the poor restaurant these days that through no overt action does something that defies or supports the President.

Let me repeat we are discussing one unwarranted negative review. If your Alfredo sauce does smell like used Ferrari oil, then removing the review won’t stop other customers from repeating the same negative comment.

In that case, you either need a new cook or to definitely hire a Reputation Management Specialist.

Next time, what to do when the negative review is true.

(Your thoughts are ALWAYS welcome. Turn this into a conversation either here or on my Twitter account @amssvs)

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Social Media Slice for Friday, August 17, 2018

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Negative online reviews can be positive, lost client Word documents can be found, and email lists can be more profitable than FB, all covered today.

SLICE is a M-F news digest targeted to assist Social Media Managers and Small Business Owners doing their own marketing.


MAIN SLICE

REVIEWS. Has your small biz taken a hit lately with one or more negative reviews. Warranted or not, forever they will haunt your digital presence & reputation. Do you need a pro fixer or can you DIY? Repair tips from Social Media Examiner. More...


SLICE SPECIAL OF THE DAY

EMAIL LIST. Here is some food for thought: Email is 40 times more effective at acquiring new customers than Facebook or Twitter. What? And unlike FB or Twitter, you own the communication. These and other social values to building an email list. More


SLICE MOTIVATION


SLICE INGREDIENTS

WORD document blog or client proposal you were just working on. Where did it go? Not in hard drive. Not in recycle bin. Have to rewrite? Not just yet. The bright minds at Tech Republic have some suggestions for you. More…


SLICE ON THE GO

LABOR DAY GETAWAY. As a Social Media Manager, one of the perks is you can take a mini vacation when you want. And can afford it. USA Today just posted 10 Affordable Getaways— and not all in the USA. More


(Your thoughts are ALWAYS welcome. Turn this into a conversation either here or on my Twitter account @amssvs)

Social Media Slice for Monday, July 9, 2018

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In today’s issue, we look at work arounds for negative reviews, as well as the variations of “opt in” and “not opt out” in Dark Pattern Design. SLICE is a M-F news digest targeted to assist Social Media Managers and Small Business Owners doing their own marketing.


MAIN SLICE

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Reviews can significantly affect your client’s revenue flow. Trying to remove biased negative ones from review sites like Yelp are a tough sell as evidenced by an unsuccessful court case where an “aggrieved law firm tried to force it to remove negative posts.” If a law firm lost its case, what can you do? More


SLICE SPECIAL OF THE DAY

Hopefully none of your clients have been engaging in Dark Pattern Design. If so, take note that consumers are beginning to fight back against deceptive practices. More


SLICE MOTIVATION

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SLICE INGREDIENTS

Plain text websites not needing hosting (nor a SMM to create them) are in the news. As this TechRepublic article explains they “are portable and private, existing only as a URL, and could be an inexpensive option for SMB website creation.” More


SLICE ON THE GO

Sweatlag is here. Bound to happen. A jet lag recovery workout. Created by Delta Airlines and Equinox. Four workout videos are available on Delta’s YouTube Channel. More


And… if you are looking for a timely marketing promotion for your small business: July is National Independent Retailer Month and today is National Sugar Cookie Day.