Comments on: Online Local Reviews Soar

By: Seth Gardenswartz

Seth Gardenswartz — Wed, 20 Jan 2010 16:03:29 +0000

Gerald: Each online directory has its own policies. You will have to go through the channels and see what they require. Keep in mind, each directory has different policies. A bad review is not the end of the world, in fact, you need a few less than stellar comments or no own will believe the good ones. The best defense is not to rely on any one review site and make your website the core of your online reputation. See this for a nice overview on how important this strategy should be for local businesses.

By: Gerald Kirkpadtrick

Gerald Kirkpadtrick — Sat, 16 Jan 2010 19:39:33 +0000

I have had a problem with false reviews from who knows and have contacted the place holding the review with no results. The bad false review was never removed. How can that be addressed? I called and emailed several times but nothing.

Gerald

By: Ruth Cox

Ruth Cox — Sat, 09 Jan 2010 20:40:00 +0000

Online reviews are great when they are authentic. The best of web offering online reviews allow for the merchant to respond online as well as contacting the complainant if they actually identify themselves. We have only had a handful of online complaints and we make every effort to verify our excellent customer service before the client leaves the premises. It does happen on occasion.

For example, we recently had an anonymous review from a client whose appointment we had to cancel over one hour before arrival (in a town in only takes 5–10 minutes to get anywhere). Since this was on a Saturday, and we were fully booked and the cancellation was due to an employee crisis, we could only offer a reschedule. We accept that clients cancel at the last minute or don't show up as well, and while we have a cancellation policy, only enforce under egregious circumstances. Sometimes cancellations are unavoidable from both sides of the transaction.
We'd love to see the ability to respond online — even thank you's!