Lizzy, owner of a well-respected water mitigation company in the area, woke up to an email that made her blood run cold. A scathing review had been posted on a major review site, accusing her team of incompetence, price gouging, and even property damage during a recent job. Lizzy knew immediately the review was completely false, but the damage to her business’s reputation could be devastating.

Unfortunately, Lizzy’s experience isn’t unique. Water mitigation companies, already dealing with high-stress situations, can see their businesses severely damaged by false online reviews. These reviews may come from disgruntled clients, competitors, or even online trolls.

So, what can water mitigation business owners do to protect themselves? Here’s a step-by-step guide:

Step 1 – Gather Evidence

Before you take any action, you need proof that the review is false. This includes:

  • Client records: Find documentation related to the false review (contracts, invoices, communication logs).
  • Employee records: Identify employees involved in the job and collect any relevant notes or job reports.
  • Photos or videos: If photos or videos were taken during the project, they could contradict claims made in the review.

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Step 2 – Respond to the Review (If Possible)

Some review platforms allow businesses to respond. If possible, keep these guidelines in mind:

  • Remain professional: No matter how angry the review makes you feel, maintain a calm and professional tone.
  • Refute the claims: Briefly address the false claims, stating they’re untrue and you have documentation to prove it.
  • Offer a resolution: Invite the reviewer to contact you privately to resolve the issue, demonstrating a willingness to engage.

Step 3 – Report the Review to the Platform

Most review platforms have mechanisms to report false or defamatory content. Follow these steps carefully:

  • Review guidelines: Check the platform’s guidelines for prohibited content.
  • Report the review: Use the provided reporting system, explaining with your evidence why the review violates the guidelines.

Step 4 – Consider Legal Action

If the review platform doesn’t remove the review or you suspect malicious intent, legal action may be necessary.

  • Defamation: False reviews damaging your business’s reputation could be considered defamation.
  • Subpoenas: Legal action can help uncover the reviewer’s identity if it’s an anonymous review.
  • Seek legal counsel: Consult with an attorney specializing in internet law or defamation cases. A platform like TalkCounsel can connect you with qualified lawyers.

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Additional Tips

  • Monitor your online presence: Actively monitor review platforms and address negative feedback promptly.
  • Encourage positive reviews: Request reviews from satisfied customers to offset any false ones.
  • Terms of service: Include clear terms of service on your website and contracts outlining the consequences for false reviews.

Battling back

Facing false online reviews can be disheartening. Remember, you have options to protect your business. By following these steps and seeking appropriate legal advice, you can combat false information and maintain your company’s hard-earned reputation.