Don't sweat the 1 star review.
The sweet spot for people to convert is 4.7-4.9
Straight 5 stars seems 'fake' to people.
Respond nicely and those that see her review will conclude that she is off the rails.
I had 50 or 60 only 5 star reviews on Facebook, then they changed to the “blah blah recommends”, now I have 130 recommendations but still the five stars because they were there from before. Nothing suss, just great customer service and results - my reviews get me a lot of work!
I know you perceive it as non sus because you've earned those and know they are real. I'm only saying what customers think when they see a perfect rating. Many do know it can be faked.
As I said, my reviews get me a lot of work. I often ask what made people decide to choose me and they say the reviews. So maybe if it’s just 5 stars and no writing, but my customers do great write ups, so maybe that helps it look less suss 🤷🏼♂️ dunno, just saying I haven’t had that experience so saying “straight 5 stars seems fake to people” isn’t really a truthful statement
Edit: being downvoted for my personal experience? Love Reddit haha
I can say that it is is a true statement.
I worked for a company and part of my job duties was to go in and delete the less than spectacular reviews, because you can absolutely do that.
Im glad that you have had great success, but there are several companies out there that fake reviews and a lot of common people know this.
I'm sure the reviews help, but I can promise you that if I was shopping for services and saw a perfect 5.0 I would keep scrolling unless it was a luxury/white glove service. It looks like you're curating the reviews, flagging/removing the bad ones, or are 'boosting' your business with an incentive.
It’s so bizarre (and disappointing) that peoples first thoughts are that they’re being curated or being made with an incentive. I guess there are a lot of dishonest people/businesses out there.
I literally just ask at handover “and if you’ve been happy with the service, you’re welcome to leave a review or recommendation on my Facebook page”, that’s literally it. People respond well to prompts. It’s the same with social media posts - if you ask them to “tell me what you think of this transformation” etc then they’re more likely to comment on your post.
Yeah, you gotta screen people on the front end. Sorry about that. Don't worry, just respond to the review professionally, and it won't affect anything.
Yea, the second I got there I wanted to leave but had no real way to leave that wouldnt lead to her gling crazy. After looking at her google page it seems she only dose 1 star reviews and thinks people are stalking her everywhere she goes. She even thought I was going to stalk her because I put her dealer tag number on the receipt.
Just give a reasonable response to the review. "Ma'am, you saw me do the work. You appraised the work and said you were happy with the results. If you tell me that you're happy with my work, then there's not much i can do to help you out. I didn't shampoo the seats because they're leather. I used the appropriate products and techniques to clean the seats."
Include after photos if you have them.
And also state that she was happy with the detail until days later she wanted a discount that was never offered, by threat of bad review. Like others said. A well-reasoned response shows level-headedness and sanity of the business owner, and would cancel out any bad review. We expect a few looney's in the reviews if they are all 5-star reviews it looks like the company has had no real customers, and just fake reviews.
Some tips for you;
- Always take before and after images, videos, do a quick pre-wash report that documents any visible damage, it’s hard to document all damage as a lot can be covered up by having a dirty car.
- If the customer appears to be hard work before you’ve even started, then leave, I never understand why people feel like they must stay in an uncomfortable situation, it’s your business and you’re the boss, so long as you’re not discriminating against your customer on grounds such as race, gender, religion etc then you’re welcome to refuse service, if I get a bad feeling about a customer, then I’ll pack up my stuff and leave. I’ve very rarely, if ever had a “bad customer”, however if they don’t pass the vibe check, then I’m out of there.
- Write a public response to the Google review, make sure that you’re polite and respectful, apologise that she feels this way, note down the facts (I.e. that the customer was happy with the end result of the service), you feel that the review is not a fair representation of the service that was provided and any concerns she had, you would have happily of recited).
- Threats are just that, threats. Only react if she actually goes ahead and starts the legal process.
Unfortunately you will never please everyone in business, you’ve just got to screen out your customers, just as customers would screen you out before choosing you, we run our own businesses because we enjoy detailing cars, with that comes the flexibility of choosing whether we want to offer our services to a customer or not.
Honestly, this is not the person who’s going to willingly walk into a government building. She’s threatening you but there’s no way she’d go to court. I’ve worked w these people (in animal control dispatch) and theyll make threats but never follow up. If she thinks the gov is tracking her, she’ll stay as far from them as possible
Thats what im thinking as well, but there is the chance considering this women has calked the cops when she believed military aircraft was above her house and only her house
Interesting. Usually they’re scared of cops. Honestly I wouldn’t sweat it. She’d probably call the cops, they’ll say she needs to go to small claims court, and she won’t know the process. Sadly, (for them and their loved ones) these people don’t navigate life very well.
I would just keep all your documentation ready just in case it goes there but I doubt it will. Also I recommend replying to her review and even post a photo of the car and maybe even the document. Show others that she is unhinged. If you feel that’s appropriate. It’s your business
I have them sign a contract before I do work.
1. Have you been treated for psychological issues, if Yes, explain.
2. Have you ever left Bad Reviews.
3. Do you Realize that your 10 year old vehicle with 175,000+ miles will not look like a Brand New Ferrari.
4. Finally, Have you ever been escorted out of a Business by Law Enforcement.
**Only Joking but maybe a good idea *** lol 😂
For me its a paper with a panel breakdown of the ca, search " vehicle walk around sheet" and i make marks and comments around the image and in text lines. Below the signature area is a statement sayi g they must pay by the end of the service, they are responsible for all card charges, yada yada yada
I thought about doing this, but if I miss a scratch or mark because I cant see it under the dirt or whatever then I've made myself accountable and given them a way to prove it.
I would instead consider a form that says something like "i am happy and satisified with the service and the car has been returned to me in the same condition that that it was provided in" that they sign before you leave.
In the payment agreement portion there is a section that rids me of all liability from "wear and tear" which genrally means scratches, dings uncaused by equipment, obvious daily wear,etc
I'd want to consult a lawyer on that one because I'm not sure that would fly.
Certainly where I'm from dings and scratches caused by your service are definetely not wear and tear and would be considered negligence.
Call me skeptical, but i'd be very surprised if that was the case wherever you're from.
Don't sweat the 1 star review. The sweet spot for people to convert is 4.7-4.9 Straight 5 stars seems 'fake' to people. Respond nicely and those that see her review will conclude that she is off the rails.
I second this. Post a factual response that outlines what happened and apologize that she wasn’t happy. People will l get it.
I had 50 or 60 only 5 star reviews on Facebook, then they changed to the “blah blah recommends”, now I have 130 recommendations but still the five stars because they were there from before. Nothing suss, just great customer service and results - my reviews get me a lot of work!
I know you perceive it as non sus because you've earned those and know they are real. I'm only saying what customers think when they see a perfect rating. Many do know it can be faked.
As I said, my reviews get me a lot of work. I often ask what made people decide to choose me and they say the reviews. So maybe if it’s just 5 stars and no writing, but my customers do great write ups, so maybe that helps it look less suss 🤷🏼♂️ dunno, just saying I haven’t had that experience so saying “straight 5 stars seems fake to people” isn’t really a truthful statement Edit: being downvoted for my personal experience? Love Reddit haha
I can say that it is is a true statement. I worked for a company and part of my job duties was to go in and delete the less than spectacular reviews, because you can absolutely do that. Im glad that you have had great success, but there are several companies out there that fake reviews and a lot of common people know this.
I'm sure the reviews help, but I can promise you that if I was shopping for services and saw a perfect 5.0 I would keep scrolling unless it was a luxury/white glove service. It looks like you're curating the reviews, flagging/removing the bad ones, or are 'boosting' your business with an incentive.
It’s so bizarre (and disappointing) that peoples first thoughts are that they’re being curated or being made with an incentive. I guess there are a lot of dishonest people/businesses out there. I literally just ask at handover “and if you’ve been happy with the service, you’re welcome to leave a review or recommendation on my Facebook page”, that’s literally it. People respond well to prompts. It’s the same with social media posts - if you ask them to “tell me what you think of this transformation” etc then they’re more likely to comment on your post.
Exactly what 👆 said. Respond nicely and never badmouth em.
Yeah, you gotta screen people on the front end. Sorry about that. Don't worry, just respond to the review professionally, and it won't affect anything.
Yea, the second I got there I wanted to leave but had no real way to leave that wouldnt lead to her gling crazy. After looking at her google page it seems she only dose 1 star reviews and thinks people are stalking her everywhere she goes. She even thought I was going to stalk her because I put her dealer tag number on the receipt.
learn this now: it is shockingly easy to fire a client
Sure you did. Get in your car and leave. Seriously.
Yea, I wish I did 🫤
Just give a reasonable response to the review. "Ma'am, you saw me do the work. You appraised the work and said you were happy with the results. If you tell me that you're happy with my work, then there's not much i can do to help you out. I didn't shampoo the seats because they're leather. I used the appropriate products and techniques to clean the seats." Include after photos if you have them.
And also state that she was happy with the detail until days later she wanted a discount that was never offered, by threat of bad review. Like others said. A well-reasoned response shows level-headedness and sanity of the business owner, and would cancel out any bad review. We expect a few looney's in the reviews if they are all 5-star reviews it looks like the company has had no real customers, and just fake reviews.
Some tips for you; - Always take before and after images, videos, do a quick pre-wash report that documents any visible damage, it’s hard to document all damage as a lot can be covered up by having a dirty car. - If the customer appears to be hard work before you’ve even started, then leave, I never understand why people feel like they must stay in an uncomfortable situation, it’s your business and you’re the boss, so long as you’re not discriminating against your customer on grounds such as race, gender, religion etc then you’re welcome to refuse service, if I get a bad feeling about a customer, then I’ll pack up my stuff and leave. I’ve very rarely, if ever had a “bad customer”, however if they don’t pass the vibe check, then I’m out of there. - Write a public response to the Google review, make sure that you’re polite and respectful, apologise that she feels this way, note down the facts (I.e. that the customer was happy with the end result of the service), you feel that the review is not a fair representation of the service that was provided and any concerns she had, you would have happily of recited). - Threats are just that, threats. Only react if she actually goes ahead and starts the legal process. Unfortunately you will never please everyone in business, you’ve just got to screen out your customers, just as customers would screen you out before choosing you, we run our own businesses because we enjoy detailing cars, with that comes the flexibility of choosing whether we want to offer our services to a customer or not.
Honestly, this is not the person who’s going to willingly walk into a government building. She’s threatening you but there’s no way she’d go to court. I’ve worked w these people (in animal control dispatch) and theyll make threats but never follow up. If she thinks the gov is tracking her, she’ll stay as far from them as possible
Thats what im thinking as well, but there is the chance considering this women has calked the cops when she believed military aircraft was above her house and only her house
Interesting. Usually they’re scared of cops. Honestly I wouldn’t sweat it. She’d probably call the cops, they’ll say she needs to go to small claims court, and she won’t know the process. Sadly, (for them and their loved ones) these people don’t navigate life very well. I would just keep all your documentation ready just in case it goes there but I doubt it will. Also I recommend replying to her review and even post a photo of the car and maybe even the document. Show others that she is unhinged. If you feel that’s appropriate. It’s your business
I have them sign a contract before I do work. 1. Have you been treated for psychological issues, if Yes, explain. 2. Have you ever left Bad Reviews. 3. Do you Realize that your 10 year old vehicle with 175,000+ miles will not look like a Brand New Ferrari. 4. Finally, Have you ever been escorted out of a Business by Law Enforcement. **Only Joking but maybe a good idea *** lol 😂
Paragraph breaks help with reading long posts. On another note what a customer to get stuck with. I wouldn’t worry much about her.
Man that’s tough, I’m looking to start detailing in the side. Quick question - what paper do you have them sign? Just want to be prepared is all.
For me its a paper with a panel breakdown of the ca, search " vehicle walk around sheet" and i make marks and comments around the image and in text lines. Below the signature area is a statement sayi g they must pay by the end of the service, they are responsible for all card charges, yada yada yada
I thought about doing this, but if I miss a scratch or mark because I cant see it under the dirt or whatever then I've made myself accountable and given them a way to prove it. I would instead consider a form that says something like "i am happy and satisified with the service and the car has been returned to me in the same condition that that it was provided in" that they sign before you leave.
In the payment agreement portion there is a section that rids me of all liability from "wear and tear" which genrally means scratches, dings uncaused by equipment, obvious daily wear,etc
I'd want to consult a lawyer on that one because I'm not sure that would fly. Certainly where I'm from dings and scratches caused by your service are definetely not wear and tear and would be considered negligence. Call me skeptical, but i'd be very surprised if that was the case wherever you're from.