More threads by Chris Ratchford

Joined
Jul 18, 2012
Messages
310
Reaction score
82
A new client of mine recently received a scathing review on their Google listing.

My client is pretty amped up- and rightfully so- about the bad review. I've suggested he take some time before responding.

Here's the negative review:
dunaway-bad-review.png


Here's the doctor's response. I'm a little concerned it may come across a little defensive. Thoughts?

dunaway-bad-response.png
 
Joined
Jul 3, 2013
Messages
93
Reaction score
17
I would think that the above review is bogus. The reviewer states that "several years later". I don't know anyone would would take the time several years later to write a negative review.

That being said I do like the response from the Dr. but I would not compare myself to a car mechanics they don't have the best reputation for being honest. I would instead compare myself to a general health practitioner Dr. doing pro active care.
 
Joined
Jul 18, 2012
Messages
310
Reaction score
82
Hi Jaime,

Thanks for your input! Interesting that you said it looks bogus.

My client was notified about this review via email from a company soliciting the client to sign up for service.

I'd hope this isn't some sort of scam. I'm checking to see if my client knows who left the review.
 
Joined
Jul 18, 2012
Messages
310
Reaction score
82
Update: my client doesn't know (or suspect) who left the review.

The reviewer's G+ profile is bare and only has 1 review.
 
Joined
Jul 3, 2013
Messages
93
Reaction score
17
I would post the response that the Dr. has above with the chance from car mechanic to something more reputable (sorry car mechanics) and report the review as SPAM.
 
Joined
Jul 17, 2013
Messages
100
Reaction score
43
I would include in the response that the dr is concerned with her experience and took the time to look up the records for the person. Somewhat surprisingly he wasn't able to locate a patient with that name. he would however love to address the issues she has and leave the response that you gave.

By saying he took the time to look up the records it shows that he cares. It also brings up the issue that it is fake without saying it is fake.

The next question is how many positive reviews does he have?
 
Joined
Jul 17, 2013
Messages
100
Reaction score
43
When the review count is low, one bad review has more impact. In both google and yelp I have bad reviews. However in both cases the bad reviews are positive because they are surrounded by good ones. Bad reviews can be looked at like a positive because it shows that reviews are real. Also the response to the reviews is very very important.

spending some effort to get more reviews will have a big impact on his conversion rate.
 

Login / Register

Already a member?   LOG IN
Not a member yet?   REGISTER

LocalU Event

Newest Posts

  Promoted Posts

New advertising option: A review of your product or service posted by a Sterling Sky employee. This will also be shared on the Sterling Sky & LSF Twitter accounts, our Facebook group, LinkedIn, and both newsletters. More...
Google Product Exert


QRCode

QR Code
Top Bottom