Monday, August 8, 2011
Hit by Competitor Spam Reviews
I seem to be mired in competitor spam reviews these days. The second bad review in as many weeks showed up this weekend on Barbara Oliver & Co. Jewelry’s Place Page. At first glance it appeared legit. The complaint, that it is pretentious to require appointments, is untrue and probably comes from a misreading of Barbara’s recently placed announcement on her website. She noted that during renovations and expansion construction from the 12th to 24th of this month she would be closed except by appointment.
The second review made an owner- response to both negative reviews imperative. I had not previously responded to the original bad review thinking that the reviewer might go silent. That did not happen. I think Puresheer and EarlPearl are right in that sense… the spammer is unlikely to go away and defend our honor we must.
The answer I chose to use was Kevin Baca’s (of Customer Lobby) excellent edit of my original response. I modified it slightly (per CathyR’s suggestion) and removed the words “fake review” to avoid a Google snippet disaster.
This is Barbara Oliver, owner of the company. You are right in that there are business owners out there faking reviews. I’m from the old school of small business ethics that insists on earning a good reputation over time with excellent customer service. I give my word that the reviews here on my Place Page are 100% legitimate and left by my real customers. I personally remember each of the wonderful transactions they are mentioning. As you can imagine, we really appreciate the time they took to do this. I invite you to come to our shop to see for yourself our beautiful jewelry, fair pricing and the fabulous shopping experience we provide for each of our valued customers. Barbara
The “perp” though, while trying to be sneakier and leaving a seemingly real second review, seems to have tipped their hand. I was actually “buying” their review of Barbara and Andrews Jewelers until I got to the marketing happy talk left on behalf of the third jeweler.
Responding to the appointment critique was much easier and offered the opportunity to both differentiate Barbara’s services and extol her expansion. The problem is though that it appears that the writer is developing a taste for this sort of thing, however small time. Should we contact the other jewelers in question and initiate a dialogue? Should we ust keep responding and ignore the likely source knowing that they are adding to our review count?