As a local business, our reputation means a great deal to us.
At SLE Electrical Services Ltd, much of our work comes through recommendations, returning customers and people finding us through Google. Genuine customer reviews are therefore incredibly important — whether they’re positive or negative.
Recently, however, something happened that raised an interesting question about how much trust small businesses can place in online review systems.
A Mysterious One-Star Review
Our Google Business Profile recently received a one-star rating from somebody called “Conor.”
There was no written review, no explanation and no indication of what we had supposedly done wrong.
The problem was simple: we have no idea who Conor is.
We couldn’t identify the reviewer as a customer, couldn’t find a job associated with the name and had received no complaint that would explain the rating.
We replied publicly asking Conor to contact us or remove the rating if it had been left for the wrong company.
Nothing.
Then Something Interesting Happened
Around a week later, we received an unsolicited email from a reputation-management company.
They told us their team had been looking over our Google listing and had noticed the review from Conor specifically.
They said that, from what they could see, the review might breach Google’s policies and that their team could likely have it removed.
The offer?
They would attempt to remove it, and we would only pay a fee if the review came down.
Now, to be absolutely clear, we have no evidence whatsoever that the company contacting us had anything to do with the review being posted.
There could be a perfectly innocent explanation. Reputation-management businesses may monitor Google listings for newly posted negative reviews and then approach the affected businesses to offer their services.
Nevertheless, the sequence of events certainly made us think.
Unknown person leaves unexplained one-star rating → business can’t get it removed → reputation company contacts business offering paid removal.
It’s an interesting business model when you look at it from the perspective of the small business on the receiving end.
The Bigger Problem for Small Businesses
One unexplained one-star rating might seem insignificant, but online reputation can have a genuine commercial impact.
Customers searching for an electrician, plumber, builder, restaurant or any other local business often look at the star rating before they look at almost anything else.
That means somebody who may never have purchased anything from a business can potentially affect its reputation with a single tap of a screen.
Meanwhile, the business owner is left trying to prove that a transaction didn’t happen.
That’s incredibly difficult.
If a genuine customer believes we’ve done something wrong, we’d always rather they tell us. Give us the opportunity to investigate it, explain what happened and, where appropriate, put things right.
That’s what reviews should be about.
Anonymous or mistaken ratings with no explanation give a business virtually nothing to work with.
Should Businesses Pay to Have Reviews Removed?
Our experience has also highlighted another growing industry: online reputation management.
There are legitimate companies that help businesses challenge defamatory, fraudulent or policy-breaking content.
But business owners should still be careful.
If you’re approached unexpectedly after receiving a negative review, ask some questions before handing over any money:
How did you find my business?
Why do you believe this particular review breaches Google’s policies?
What exactly will you do to have it removed?
What will it cost if you’re successful?
And importantly:
Can you guarantee that your company has absolutely no connection with the account responsible for the review?
A reputable company shouldn’t have a problem answering reasonable questions.
Our Message to Customers
Fortunately, SLE Electrical Services has built its reputation through years of carrying out electrical work for people across Hailsham, Eastbourne and the surrounding areas.
One unexplained rating isn’t going to change how we operate.
We’ll continue turning up, doing the job properly, being transparent with our customers and standing behind our work.
And if you’ve genuinely used our services, good or bad, we’d rather hear your honest opinion than have a perfect-looking review profile.
Real reviews help customers choose good local businesses.
They also help businesses improve.
That’s exactly what the review system should be for.
SLE Electrical Services Ltd
Domestic Electrical Services • EICRs • Consumer Unit Upgrades • Fault Finding • Electrical Installation
📞 07429 379495
🌐 http://www.sleelectrical.com
✉️ sle.electrical@yahoo.co.uk
This article describes our own experience and the questions it raised for us. We are not alleging that any individual or company was responsible for placing a false review or engaged in any wrongdoing.
