If a business is lucky enough to be growing and serving new customers, it has or is going to get a negative review.
There are hundreds of places on the internet where an angry customer can vent. Slowly but surely, people are learning how to do it.
Recently, a cosmetic surgeon in California (I can hear my friends from the East coast rolling their eyes) filed a law suit against an customer who wrote a negative review. Bad move doctor. Not only did she loose the case, she was also ordered to pay nearly $20,000 to the reviewer.
In the scheme of things, a $20k penalty is not that bad for someone who generates millions of dollars of revenue every year. The real damage is done to her reputation and is evident in the comments to this news story in which a woman who works in the health care industry noted:
“The first thing I thought when I read about this lawsuit in the beginning is why is Dr.Henry so defensive? I have always heard good things about her and my perception of her wouldn’t necessarily change due to one Yelp review, However, her extreme defensiveness of this review and subsequent lawsuit was the thing that changed my perception.”
Its easy to say ‘the doctor got what she deserved’ but I will bet there is more to it. Based on the news article, this doctor has been in practice locally for over 25 years. Over the years, I would bet she did good work and had many satisfied patients. The real error happened after the bad review. Before she filed the suit, she got terrible advice.
If you get a negative review, call us. We will help for free even if the review is not on Customer Lobby and even if you are not a client of ours.
We are happy to help. We think of it as good karma marketing.