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Prospect That Posts Negative Reviews

 
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Old 08-28-2014, 09:05 PM   #21
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Re: Prospect That Posts Negative Reviews


Tell her you contracted ebola.
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Old 08-28-2014, 09:06 PM   #22
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Re: Prospect That Posts Negative Reviews


Quote:
Originally Posted by TNTSERVICES

She'll then post a bad review that you are a poor communicator. She'll say that you should have told her during the visit that you were booked and not wasted her time waiting for an estimate.

These kinds of customers will find and twist anything to post a bad review.
There are some people you just can't please.

Go with your gut.

Stay away.

Let her post derogatory comments on-line about your lack of communication.


(then she has made the next move)

Then sue her for defamation.


(I'm so sick of this, entitlement, PC, and "everyone gets a trophy mentality"....)
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Old 08-28-2014, 09:55 PM   #23
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Re: Prospect That Posts Negative Reviews


Quote:
Originally Posted by tenon0774 View Post
There are some people you just can't please.

Go with your gut.

Stay away.

Let her post derogatory comments on-line about your lack of communication.


(then she has made the next move)

Then sue her for defamation.


(I'm so sick of this, entitlement, PC, and "everyone gets a trophy mentality"....)
It's too much trouble. Way too hard to prove defamation.
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Old 08-31-2014, 11:04 AM   #24
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Re: Prospect That Posts Negative Reviews


Tell her the fridge guy was your closest friend until he killed himself suffering from her abuse then hand her a card for anger management counseling.

Last edited by PoleBarnsNY; 08-31-2014 at 11:10 AM.
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Old 08-31-2014, 02:53 PM   #25
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Re: Prospect That Posts Negative Reviews


Quote:
Originally Posted by PoleBarnsNY
Tell her the fridge guy was your closest friend until he killed himself suffering from her abuse then hand her a card for anger management counseling.
Ha, the fridge guy said when it was time to pay up she gave him the cold shoulder!
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Old 08-31-2014, 09:07 PM   #26
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Re: Prospect That Posts Negative Reviews


I had a customer contact me the other day for some work. I could tell anything I said was making him mad (simple polite questions about the job) after a few minutes I knew nothing I said was going to make him happy. he demanded a quote over the phone and I do not do that. I know pretty close what it will cost so I doubled it. instantly his attitude changed, he "got another call" and had to hang up,. but was going to call me back.

usually those people I send to my competition.
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Old 08-31-2014, 09:19 PM   #27
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Re: Prospect That Posts Negative Reviews


Complainers lack credibility to begin with so I doubt that one bad review would ruin your reputation. Also, most website reviews have a place for you to respond to the comment made. All you would have to say is that you don't know who that person is nor have you ever done any roof estimates in the last 6 weeks.
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Old 09-01-2014, 09:00 AM   #28
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Re: Prospect That Posts Negative Reviews


Quote:
Originally Posted by tedanderson View Post
Complainers lack credibility to begin with so I doubt that one bad review would ruin your reputation. Also, most website reviews have a place for you to respond to the comment made. All you would have to say is that you don't know who that person is nor have you ever done any roof estimates in the last 6 weeks.
And the good ones vet the reviews.
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Old 09-01-2014, 09:24 AM   #29
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Re: Prospect That Posts Negative Reviews


Anybody stop to think that maybe the fridge guy gave awful service?
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Old 09-01-2014, 11:30 AM   #30
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Re: Prospect That Posts Negative Reviews


Quote:
Originally Posted by Stu04
Anybody stop to think that maybe the fridge guy gave awful service?

I bet he did, but posting a bad review on every website the customer could find, that seems over the top. Eventually, you come across that one customer that wants to use a bad review as ransom. The minute you give it it's all down hill from there. They are never satisfied and will milk you dry while ruining your reputation.
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Old 09-02-2014, 10:02 AM   #31
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Re: Prospect That Posts Negative Reviews


This behavior is built from the Lead Generation companies (name withheld to avoid giving extra publicity, but you all know ).

They spend so much time ensuring people consumers have "Ratings & Review" power and promote this type of negative behavior in order to get a better discount or for someone to jump whenever something inadvertently doesn't go perfect.

Also, what many do not know is, a negative review will many times force a contractor to join the Lead Generation service, and be forced to agree to the Terms & Conditions, which are many times negative towards the contractor's long term marketing efforts.

So
1) Stay away from people who bring up the Ratings and Reviews issues as part of the initial conversation
2) Ensure to always be getting as many positive testimonials as possible on your own website to
2A) proactively promote yourself, and
2B) be able to offset the once-in-a-blue-moon negative review
3) If something does go wrong with a good customer, and you do in deed fix the problem, then ask the customer to give you a review including the problem that occurred. It is OK to promote when things go wrong and how you corrected them. Too many try to paint a perfect picture as a contractor, and it is OK to admit when "issues" occur, and better yet, how you address those issues

But don't do anything special as part of negotiating a better deal for someone to give you a testimonial - you should get it without needing a financial compensation consideration.

Glad so many contractors are aware of the topic.
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Old 09-04-2014, 09:03 AM   #32
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Re: Prospect That Posts Negative Reviews


An old boss of mine "fired" about 20% of his most troublesome clients, it was probably the best single thing he ever did for his business. I would imagine that holds true to some degree when looking at prospects too.

Reviews are so important these days, and since she's already informed your of her ability to write bad reviews, that's a red flag. OTOH, she may be a single woman who is afraid of getting ripped-off, and she's using the review-threat for leverage. If you make her happy, she might refer you several times to her girlfriends.

I don't have enough info to advise either way. The fact that you're thinking it through is all you can do. You could also call the repair man to get his side of the story. If you have the time, of course. Risk/reward analysis!
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Old 09-04-2014, 09:47 AM   #33
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Re: Prospect That Posts Negative Reviews


I know that a lot people think that everyone is "normal" out there. Especially home owners. And then you find yourself "shocked" and you are wondering what to do when someone (a potential client) acts crazy or "off center".

Here's a fact: there are millions of "off center", eccentric, demanding, crazy people out there. There are border line psychotics, obsessive compulsives, sociopaths, bi-polar personalities and just plain "nuts" all over the place. And, these people, who may be able to contain it in the workplace, but who go completely over the edge when it comes to their house.

If you are a professional contractor, or, anyone offering a service, then you will come into contact with these folks, and, it's your job to quickly identify them and weed them out of your life. You aren't going to "cure" them....science and psychiatry has tried to do this for close to 200 years and they haven't had any success.....so it's pretty doubtful that you are going to be the one to do it. Additionally, trying to work with these folks or work around their issues.....seldom if ever, works either.

The best thing to do is to pay attention to the potential client's behavior, which includes speech and reactions to your questions, then when and if they seem off "not quite right", cut them loose and let the amateurs have them.
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Old 09-04-2014, 11:45 AM   #34
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Re: Prospect That Posts Negative Reviews


All of you should consider this. In your standard small print (terms) of your contracts, include a non-disparagement clause with a liquidated damage charge of $50/day per post.

Increasing numbers of businesses are doing this as increasing numbers of consumers are using the threat of posting bad reviews to extort discounts or additional free services.
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Old 09-04-2014, 12:39 PM   #35
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Re: Prospect That Posts Negative Reviews


thom's strategy is interesting! It's likely in all in the wording. A hotel tried something similar and got a lot of bad PR

http://nypost.com/2014/08/06/hotel-t...te-of-justice/

Now their Yelp score is 1.5
http://www.yelp.com/biz/union-street-guest-house-hudson

I am not a lawyer, but I might word such a clause to include a fee for any untruthful statements (aka slander). I'd only have such a clause if I was in a contentious trade and location.

I'd probably just try to avoid bad actors from the get-go.
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Old 09-08-2014, 04:28 PM   #36
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Re: Prospect That Posts Negative Reviews


All above true. Probably best to avoid in the first place.

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