Advice on a Google review

[cabmandone]

I'd ignore it. Anyone reading that review will know. That's the problem with the internet though, too easy to post bulls..t reviews because the person was upset.

Originally Posted by 911 Rod

The part that bother's me most is being called a racist.

One thing I've learned in life is to not let the opinions of people I don't know or particularly give a damn about bother me much. Letting go is a powerful thing. Let go of this and move on.

[HobieMarty]

My question would be, how did the person expect you to print out what they wanted printed, which was in an email, without you actually opening the email? Sounds to me like the person is either bat$hyt crazy or they were setting your business up for some sort of personal lawsuit or some other type of scam.

Sent from my SM-S916U using Tapatalk

[Icemaster]

Got any video cameras in the shop? Snag the segment with the interaction, throw it on youtube, put the link in the reply to the review.

[Dantilla]

Originally Posted by 911 Rod

... (because customer is "rude" for being politely assertive),

"Politely assertive"?
When a review contains this, anybody with half a brain will recognize this customer is a whackadoodle.
Says more about an irrational person than your business.

Sorry you're dealing with this.

[peppy]

I find that people that leave bad reviews have a pattern of doing just that. I do not respond to bad reviews (or good reviews), but do try to learn from them. I don't pay google, but they usually get shuffled down pretty quickly unless you look and the 1 stars.

I reread your post sounds like he is nucking futs!

[Arizona_928]

Originally Posted by fastfredracing

You should have helped him to make his next review of the local dentist office .

You're gonna look pretty funny eatin' corn on the cob with no forking teeth...

lol

[Arizona_928]

Deny deny deny, counter accusation.

Or just say the guy is an a holio and we don’t deal with asshatery here.

[masraum]

I don't have any advice. I do like some of the ideas about a calm response, but at the same time, I also see a great point behind not having ANY interaction with a nutjob. He's obviously one of those folks that are off, and you never know what's going to set them off.

In this case, the safer option may be to not respond, especially if your one other employee is ever their alone (I assume that's the case).

Good luck. I suspect his review won't hurt your business in any measurable way.

[A930Rocket]

Reply with the local mental health hotline website, and phone number. Plus, the number of the closest pharmacy

In all seriousness, I would wait a while until you come up with the best answer. And that answer may be nothing.

[greglepore]

Anyone who reads Google reviews knows that if there's one bad or even a couple out of many that folks are unhinged and can post whatever they want.
Don't escalate.

[Gogar]

IGNORE

no reply ,no denial, just nothing.

A reply gives it more weight and right at this moment it's weightless. A reply legitimizes it, so don't.

Your perception of how it went down or the actual truth or anything in between is irrelevant.

Leave it leave it leave it.

$.02

[Alan A]

Originally Posted by 911 Rod

I had an encounter with a walk in customer at my print shop and he left a damaging review on Google. I've tried to contact Google, but they make it so you can't. I thought about replying to the review, but I really don't know what to say.

Here is the review. I'll explain what happened after you read it.

"On two occasions my son not only experienced unprofessional, disrespectful behaviour from two employees, but one of said employees is the actual owner!

Says a whole lot about a business overall when the owner is disrespectful, shows the middle finger to a customer, and calls the police (because customer is "rude" for being politely assertive), but then hangs up when realizing the customer was recording the entire interaction. That man was prepared to lie to police!

There sincerely was no reason for this kind of mistreatment, and the only time my family or I have experienced such immediate, overt hostility, disrespect and mistreatment was because the person was racist and didn't care about making that known to us. This owner didn't say it in so many words, except to hint at his racist mindset by telling my son to go to the UPS in the 404 Plaza across the street, where my son would be more comfortable! (The people at UPS are ethnic).

Tbh, I use the UPS location regularly because they're professional, respectful to customers, and helpful. However, I'd stop taking my business there if they ever behaved in like manner as eCopy n Print.

Other than going to eCopy n Print to express my disappointment, this is a business I won't be using, and it is one cannot I recommend, especially for visible minorities."

The gentleman (he is a big man in his 30's and is white), came into my business looking to get some documents printed from an email that he sent to us while standing at the counter. I opened the 1st document to print it and he becomes very agitated that I did so. He keeps asking what gave me the right to open his personal information. I explain to him I need to open the document to be able to print it. He gets madder and I ask him to leave. He keeps going on about I don’t have the right to look at his documents and will not leave. I tell him to go to the UPS store to get it printing as I will not deal with him when he acts like this. At this point I’m worried he is going to come over the counter and become violent. I grab my phone and call 911 on my speaker phone. He still won’t leave even though I have the police on the line saying I worried about an irate customer that won’t leave. They are taking it very seriously. Now he’s going on about he’s leaving me a Google review. He pulls out his phone to take a picture of me and yes I gave him the finger for his photo. He storms out. His rant lasted about 5 minutes and yes I was scared. You never know if this is the day you die. I locked the front door for the rest of the day for fear of him coming back both for myself and my single female employee. Over the next couple of days he phones me telling me to check my Google reviews. There is nothing there so I assume Google rejected his reviews until he pretends to be his fatter leaving this review.
I don’t know how to respond. As crazy as this is, I really don’t want this out there. So many lies in his review.
I did open and read his documents after and this person has mental issues and a court order against him. I thought about emailing him before seeing the review and trying to help him with his problems as I have a relative that has mental illness as well, but I though better stay out of it.

Sorry for the long rant.

1. Get a restraining order against him. Repeated harassment.
2. Post that it was necessary to get a restraining order against him as a rebuttal. That's about as good as you can get for others to see that "this person's not all there"

Leave it there.

[Pazuzu]

Do you normally reply to reviews? If so, reply to this one. If not, then don't.

Some places religiously reply to every review ("thank you for the kind review, we hope you enjoy our services"), so when a review comes by that they DON'T reply to, it stands out.

[LWJ]

And Arizona_928 gives a quote from one of my favorite movies.

Not exactly appropriate. But you made my day. Thanks for the Blues Brothers call out.

[KFC911]

Ignore the ignoramous ...

But not THIS post

[unclebilly]

Originally Posted by 911 Rod

I had an encounter with a walk in customer at my print shop and he left a damaging review on Google. I've tried to contact Google, but they make it so you can't. I thought about replying to the review, but I really don't know what to say.

Here is the review. I'll explain what happened after you read it.

"On two occasions my son not only experienced unprofessional, disrespectful behaviour from two employees, but one of said employees is the actual owner!

Says a whole lot about a business overall when the owner is disrespectful, shows the middle finger to a customer, and calls the police (because customer is "rude" for being politely assertive), but then hangs up when realizing the customer was recording the entire interaction. That man was prepared to lie to police!

There sincerely was no reason for this kind of mistreatment, and the only time my family or I have experienced such immediate, overt hostility, disrespect and mistreatment was because the person was racist and didn't care about making that known to us. This owner didn't say it in so many words, except to hint at his racist mindset by telling my son to go to the UPS in the 404 Plaza across the street, where my son would be more comfortable! (The people at UPS are ethnic).

Tbh, I use the UPS location regularly because they're professional, respectful to customers, and helpful. However, I'd stop taking my business there if they ever behaved in like manner as eCopy n Print.

Other than going to eCopy n Print to express my disappointment, this is a business I won't be using, and it is one cannot I recommend, especially for visible minorities."

The gentleman (he is a big man in his 30's and is white), came into my business looking to get some documents printed from an email that he sent to us while standing at the counter. I opened the 1st document to print it and he becomes very agitated that I did so. He keeps asking what gave me the right to open his personal information. I explain to him I need to open the document to be able to print it. He gets madder and I ask him to leave. He keeps going on about I don’t have the right to look at his documents and will not leave. I tell him to go to the UPS store to get it printing as I will not deal with him when he acts like this. At this point I’m worried he is going to come over the counter and become violent. I grab my phone and call 911 on my speaker phone. He still won’t leave even though I have the police on the line saying I worried about an irate customer that won’t leave. They are taking it very seriously. Now he’s going on about he’s leaving me a Google review. He pulls out his phone to take a picture of me and yes I gave him the finger for his photo. He storms out. His rant lasted about 5 minutes and yes I was scared. You never know if this is the day you die. I locked the front door for the rest of the day for fear of him coming back both for myself and my single female employee. Over the next couple of days he phones me telling me to check my Google reviews. There is nothing there so I assume Google rejected his reviews until he pretends to be his fatter leaving this review.
I don’t know how to respond. As crazy as this is, I really don’t want this out there. So many lies in his review.
I did open and read his documents after and this person has mental issues and a court order against him. I thought about emailing him before seeing the review and trying to help him with his problems as I have a relative that has mental illness as well, but I though better stay out of it.

Sorry for the long rant.

Why did you read his documents after he left? This is what made him upset.

Some printers can print by printing from a usb without opening the file, some print queues can print by drag and drop, sometimes you can right click on the attachment and select print.

Again, why did you read his documents after he left?

[RNajarian]

Originally Posted by fastfredracing

You should have helped him to make his next review of the local dentist office .

I received a negative review of my dental office three years AFTER I sold it complaining of bad orthodontic treatment, which I never offered as a service. In fact they listed the name of the offending office which was completely different than the name used for my office.

I have thought about of contacting Yelp to correct it, “Just Because” but likely it will only raise my blood pressure.

If you can get a series of positive reviews it will push the negative one down far enough so that most people won’t ever see it.

[masraum]

Originally Posted by unclebilly

Why did you read his documents after he left? This is what made him upset.

Some printers can print by printing from a usb without opening the file, some print queues can print by drag and drop, sometimes you can right click on the attachment and select print.

Again, why did you read his documents after he left?

I think you're reading it wrong.

How I read it.

Guy comes in and forwards documents while he's standing there.
Document arrives via email and Rod opens the document to print while guy's standing there asking for the document to be printed.
Guy goes off because the document is opened to print.

If the document had been opened after the guy left, he wouldn't have any idea that it had been opened. The only reason that he knew the document was opened was because he was standing there and saw it open.

[oldE]

Steve, he stated that he opened the document in order to print it, which triggered the customer.
He later stated he opened and read the document after the customer left, probably to try and understand why the customer was triggered.

Best
Les

[David Inc.]

Originally Posted by greglepore

Anyone who reads Google reviews knows that if there's one bad or even a couple out of many that folks are unhinged and can post whatever they want.
Don't escalate.

For real. Any time I see something like this I know that it's because the customer was unhinged.

If it were a consistent thing from different people claiming racism in treatment? Then yeah, maybe a thing. One or two? No. ****ty customer.