Crazy but true customer review stories: Episode 1
It was 2 p.m. on a Friday when she called. This customer had a hard drive that was unresponsive. She desperately needed some critical files off of her laptop by the end of the day for an important project she was working on. I felt her pain and invited her over for a free diagnostic. She arrived at my
About an hour later she returned to my computer repair shop and I finished the job and recovered her files. Total turnaround time was about 3 hours, including her trip home. I ran her credit card, thanked her for her business, and patted myself on the back for a job well done.
This unfair review also hit my bank account. Up until this situation, I had never received such a terrible review. And I didn’t realize until later that not only was I arguing with her, I was doing so in a public forum. I never had to use the “send private message” feature on Yelp . My arguing with her made me look like a terrible business owner, even though I was completely in the right.
I persisted trying to contact her and eventually succeeded by blocking my caller I.D. Before she could hang up I practically begged her to remove the review. Flabbergasted, she said that if I made a donation to a local cancer organization she would
The phone stopped ringing again. The new review on Yelp was so long, that it took up two entire pages on Yelp. But this time I knew what to do.
we had another 1-star review. It was the sister again, more than two years later, going on and on about how I harassed her deceased sister. I wondered if this nightmare was ever going to end for good. I contacted Yelp’s customer service and explained the situation: that this person had never done business with us, and was the sister of somebody who had passed away. I supplied the history of the previous review they removed. Yelp removed the negative review and all was well.
What I learned from this crazy customer review experience is to never argue with a customer on a public forum. It makes you look even worse. Instead, keep communications private. And always remain kind and calm, even when customers are being downright unfair. Oh, and I also learned that cancer really sucks. To the deceased girl who wrote the bad review because of the speeding tick and then removed it, may your soul rest in peace.
Robert Portillo, founder of Nimbus Marketing, and his family.
About the author:
Robert Portillo is the founder of Nimbus Marketing. Nothing satisfies him more than expressing his thoughts well. He lives in Los Angeles with his wife and two sons. He can often be found at local farmer’s markets, hiking trails, and the beach.