An influencer is asking her followers to leave bad reviews for our cafe in Google. Is there anything we can do?

Dealing with Online Harassment: How Our Cafe is Responding to Fake Reviews

In the age of social media, small businesses often find themselves on the receiving end of unexpected challenges. Recently, our cozy little cafe encountered a situation that has left us frustrated and searching for solutions. Here’s what unfolded and how we’re addressing it.

The Incident

Yesterday, we hosted a visit from a local influencer with approximately 15,000 followers. Unfortunately, her experience did not meet her expectations, leading to a barrage of one-star reviews on Google Maps—many from accounts that appeared suspicious. While her review contained some specific critiques regarding wait times and customer service, our review of CCTV footage indicated significant exaggeration and inaccuracies.

In an effort to advocate for our business, we responded to her review with clarifications reflecting the actual events. This, however, seemed to ignite further animosity, prompting her to instigate a campaign on social media. She began urging her followers to leave one-star reviews and post negative comments about us across various platforms, encouraging them to provide proof of their actions.

The Fallout

The aftermath has been swift and concerning. In just 24 hours, we received an avalanche of negative reviews—more than 20, compared to our usual 2-3 daily comments. Many of these accounts seem newly created and are solely focused on leaving negative feedback about our cafe.

Our Response: What We’re Doing

Facing this issue head-on, we are taking several steps to address what we believe to be unfair and malicious actions against our business:

  1. Documenting Evidence: We’re gathering all relevant evidence, including screenshots of the influencer’s posts and the reviews left by her followers. This documentation serves as critical proof of coordinated harassment linked to her influence.

  2. Reporting Reviews: We have been actively reporting the fake reviews to Google, emphasizing that they are part of a targeted attack and lack authenticity. We hope this will expedite the review process.

  3. Engaging with Our Supporters: We are reaching out to our loyal customers, encouraging them to share their genuine experiences and positive reviews. Authentic content from our regular patrons can help to balance out the negativity.

  4. Exploring Legal Action: While we are focusing on remediation through Google, we are also considering the need for legal advice. If necessary, we may pursue action against individuals orchestrating this defamatory campaign.

Moving Forward

As we navigate this challenging situation, we remain dedicated to providing our community with the quality service and experiences they expect from us. We appreciate the support we have received thus far and are determined to rise above these unjust attacks.

If you have ever faced similar challenges or have advice for small business owners in situations like this, we would love to hear from you in the comments! Together, we can support one another against the darker sides of social media.

1 Comment

  1. bdadmin

    Reply

    I’m sorry to hear about the difficult situation your cafe is facing. Experiencing such a targeted attack can be incredibly frustrating, especially when your business’s reputation is at stake. Here are some actions you can consider taking to address this situation effectively:

    1. Document Everything

    • Screenshots: Keep comprehensive records of her social media posts where she instructs her followers to leave negative reviews. This evidence will be crucial when reporting both her actions and the fake reviews.
    • CCTV Footage: Since you’ve already checked the CCTV, documenting the timeline and events clearly can provide undeniable proof against the claims made in her review.

    2. Report the Abuse to Google

    • Report Fake Reviews: Continue reporting the reviews on Google Maps. When you report them, include your evidence and specify that these are due to coordinated attacks encouraged by the influencer. Google does take serious action against fake reviews and manipulation.
    • Google Business Profile: If you haven’t already, claim your Google Business Profile (if you haven’t done so). This allows you to have more control over your interactions and gives you the ability to respond to reviews.

    3. Respond Professionally

    • Craft Thoughtful Responses: When responding to the negative reviews, keep your tone professional and avoid getting defensive. Acknowledge any genuine feedback, and politely provide clarification where the influencer’s claims are exaggerated or false. This can demonstrate to potential customers that you’re attentive and care about your patrons’ experiences.
    • Highlight Positive Feedback: Encourage satisfied customers to leave their own reviews. Highlighting positive experiences will help dilute the impact of the negative reviews.

    4. Engage Your Regular Customers

    • Ask for Support: Reach out to your loyal patrons and inform them of the situation. Politely ask if they would consider leaving positive reviews based on their experiences at your cafe to counterbalance the negative feedback. Genuine reviews from regular customers can significantly improve your overall rating and display a supportive community.
    • Incentivize Reviews: You could offer a small discount or a complimentary item to customers who leave honest reviews after their visit. This creates an engaging experience and encourages more positive interactions online.

    5. Leverage Social Media

    • Address the Issue: Consider posting on your own social media channels about the situation. Be transparent with your customers, and let them know you value their opinions and strive for excellence. Craft a message that conveys your commitment to quality service and the steps you’re taking to ensure a great experience.
    • Engagement: Engage with your audience by asking them for their thoughts or experiences and reinforcing a sense of community. Encourage them to share their experiences directly on your social media if they have any issues or feedback.

    6. Legal Considerations

    • Consult a Lawyer: Depending on the severity of the influencers’ actions and any potential damage to your business, you may need to consult a legal professional who specializes in defamation or online harassment. They can guide you on possible actions you can take.

    7. Remain Calm and Composed

    • While it’s natural to feel upset by the situation, responding with grace and professionalism makes a significant difference in how your actions are perceived. Staying composed can resonate positively with your audience and further strengthen your community ties.

    By decisively addressing the situation through these various channels, you can mitigate the impact of the negative reviews and maintain the integrity of your cafe. Remember, it’s essential to foster your existing loyal customer base while also presenting a positive image to potential new patrons. Good luck!

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