by Leigh Drake, President, Mountain Woods Media, LLC
We frequently hear from clients within the first line of their messages that we “must remove” the negative review of their business within search results. We spend a significant amount of time with clients educating them about the online reputation process and stand by our routine counsel that it is still almost impossible to have negative reviews removed … that bad press must be pushed down in search engines with good press.
However, this week, the Consumerist blog outlined how you can get negative reviews removed from Angie’s List once your dispute with a company is properly resolved.
In the article entitled “Angie of Angie’s List Defends Policy of Removing Negative Reviews If Customers Get Refunds” Ashlee Kieler details the Angie’s List process and terms of services for businesses if premium membership customers receive refunds from businesses for poor service performance. Angie’s List has taken a bit of a hit from some consumers declaring unfair censorship; however, Angie Hicks, the company founder, defends the resolution process saying that it has been an effective tool for 20 years. Stating that their goal is not to be a complaint site, the premium membership customers who choose to go through the resolution system are well informed that their negative review will be removed from the business’ listing should a resolution or refund be met. And although the negative review will be removed, the customer does have the opportunity to submit updated feedback about the business as long as it is positive.
While that agreement doesn’t specify at that point that the new review must be positive, a separate affirmative check box to start the resolution process does address the new review: “I understand that if the service provider resolves the issue to my satisfaction, the review will be deleted, and I will have the opportunity to update my review with a positive one.” – The Consumerist, December 14, 2015
In terms of businesses having an opportunity for a second chance, this seems like a reasonable process that keeps the marketplace civil giving both businesses and customers an opportunity to reach resolution and move forward, and perhaps make the internet a more welcoming place for review exchanges.
The Angie’s List company does heavily monitor consumer reviews – perhaps better than any other purveyor – and has a strong telephone availability for both business and consumer members. By using their call center team, it has allowed them to sniff out bad actors and provide review and resolution guidance.