Local Marketing Blog
Local Marketing Blog
Local Marketing Blog

Negative Review: What NOT to Do Next

If a business is lucky enough to be growing and serving new customers, it has or is going to get a negative review.

Dr. Kimberly Henry

Dr. Kimberly Henry

There are hundreds of places on the internet where an angry customer can vent.  Slowly but surely, people are learning how to do it.

Recently, a cosmetic surgeon in California (I can hear my friends from the East coast rolling their eyes) filed a law suit against an customer who wrote a negative review.  Bad move doctor.  Not only did she loose the case,  she was also ordered to pay nearly $20,000 to the reviewer.

 

It Gets Worse

In the scheme of things, a $20k penalty is not that bad for someone who generates millions of dollars of revenue every year.  The real damage is done to her reputation and is evident in the comments to this news story in which a woman who works in the health care industry noted:

“The first thing I thought when I read about this lawsuit in the beginning is why is Dr.Henry so defensive? I have always heard good things about her and my perception of her wouldn’t necessarily change due to one Yelp review, However, her extreme defensiveness of this review and subsequent lawsuit was the thing that changed my perception.”

Before You Respond: We’ll Help for Free

Its easy to say ‘the doctor got what she deserved’ but I will bet there is more to it.  Based on the news article, this doctor has been in practice locally for over 25 years.  Over the years, I would bet she did good work and had many satisfied patients.  The real error happened after the bad review.  Before she filed the suit, she got terrible advice.

If you get a negative review, call us.  We will help for free even if the review is not on Customer Lobby and even if you are not a client of ours.

We are happy to help.  We think of it as good karma marketing.

Comments

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  1. We are a small local business and have one bad review. I suspect it is a plant and the things it contains can be refuted factually, but it’s not worth the time or effort.
    I wonder how our larger competitors are able to have hundreds of 5 star ratings (demand force) and a yelp page that is totally empty of reviews???

    Can someone delete their listing from yelp (or others) so that no reviews show on that site? I also noticed that they have zero reviews from yelp in listings that show multiple reviews from different sites (again, demand force sites). How??

    We are15 years old, small and local (small town) and we can’t afford a service like demand force. Thanks for your help.

    1. @Layne
      Companies like Customer Lobby and Demand Force offer tools to help local businesses get customer reviews and manage the review process. As a result, customers who are inclined to write a review tend to write them on sites like these (which means that not as many of them will write reviews on other sites).

      Yelp will not remove business listings.

      There are lots of great ways to get reviews from your clients. We would be happy to show you how. You can also take us up on our offer to help anyone with a negative review!

  • Layne Crabtree-Davis www.myhairetc.com

    We are a small local business and have one bad review. I suspect it is a plant and the things it contains can be refuted factually, but it's not worth the time or effort. I wonder how our larger competitors are able to have hundreds of 5 star ratings (demand force) and a yelp page that is totally empty of reviews??? Can someone delete their listing from yelp (or others) so that no reviews show on that site? I also noticed that they have zero reviews from yelp in listings that show multiple reviews from different sites (again, demand force sites). How?? We are15 years old, small and local (small town) and we can’t afford a service like demand force. Thanks for your help.
    UpVote Reply 0 Upvotes
    • Ted Paff www.customerlobby.com

      @Layne Companies like <a href="http://www.customerlobby.com/" target="_blank" rel="nofollow">Customer Lobby</a> and Demand Force offer tools to help local businesses get customer reviews and manage the review process. As a result, customers who are inclined to write a review tend to write them on sites like these (which means that not as many of them will write reviews on other sites). Yelp will not <a href="https://biz.yelp.com/support/common_questions" target="_blank" rel="nofollow">remove business listings</a>. There are lots of great ways to get reviews from your clients. We would be happy to show you how. You can also take us up on our offer to help anyone with a negative review!
      UpVote Reply 0 Upvotes