{"id":14992,"date":"2018-09-20T08:00:28","date_gmt":"2018-09-20T12:00:28","guid":{"rendered":"https:\/\/honeybook.site.strattic.io\/?p=14992"},"modified":"2022-07-27T06:06:38","modified_gmt":"2022-07-27T13:06:38","slug":"defamation-or-something-else-handling-bad-reviews","status":"publish","type":"post","link":"https:\/\/hbb.dev.reliablepenguin.com\/blog\/defamation-or-something-else-handling-bad-reviews","title":{"rendered":"Defamation or Something Else? Handling Bad Reviews"},"content":{"rendered":"
\"\"<\/a>
Photo by: Jason Rosewell<\/figcaption><\/figure>\n

Here\u2019s the scenario: You execute a gorgeous event for your client. And while no event is perfect, you are pleased with your performance. But a week or so after the wedding, you get an email from the bride stating a list of reasons she is unhappy with your work. She demands a refund, or she \u201cwill have no choice but to share her experience with others.\u201d<\/em><\/p>\n

Hold up\u2014is she threatening to write bad reviews unless you refund her?!<\/p>\n

Unfortunately, this isn\u2019t uncommon. In an age when anyone, anywhere can leave their thoughts for all to see, many creative small business owners feel trapped by threats of \u201cbad reviews\u201d if they don\u2019t give a customer exactly what they want\u2014or sometimes more. For a small business, one-star reviews from an angry customer can seem like a nuclear bomb on an otherwise perfect scorecard. So what\u2019s a small business owner to do\u2014and when can the law step in?<\/p>\n

First, evaluate: is this defamation?<\/strong><\/h3>\n

Clients often come to me ready to file a defamation suit over an online review. But before we even discuss the cost and time-suck of litigation, we have to determine if defamation is even on the table.<\/p>\n

Defamation is a fairly difficult case to prove thanks to free speech protections, and not every critical comment will qualify as defamatory. While each state varies, usually a business must show that the statement is patently false, and that the statement isn\u2019t an expression of that customer\u2019s opinion. Reviewers expressing their opinions in a tactless way\u2014including using less-than-tasteful language\u2014tend not to run afoul of defamation law.<\/p>\n

But then there\u2019s more to prove. To win money, a business must show that defamatory statement\u2019s effect on their business\u2014usually as lost profits. Another option, getting an injunction (a forced takedown ordered by a court), is difficult as well, because a requirement of an injunction is that there is no other alternative (e.g. money) that would compensate the business.<\/p>\n

So what can you do if defamation isn\u2019t an option?<\/p>\n

Consider alternatives.<\/strong><\/h3>\n

Stock up on good <\/em>reviews.\u00a0<\/em><\/strong>Ask every client for a review. Getting a bunch of good reviews up front will help ensure that one negative review doesn\u2019t make your average rating plummet. Just don\u2019t ask for fake reviews to \u201cpad\u201d yourself, which is usually in violation of terms of service.<\/p>\n

No, you can\u2019t count on \u201cgag clauses.\u201d <\/strong>I\u2019ve seen clients try to avoid the issue altogether by drafting \u201cgag causes\u201d\u2014where a customer or client agrees that they won\u2019t leave a negative review. However, most states won\u2019t enforce this type of gag clause as it violates the principle of free speech.<\/p>\n

Apologize, but don\u2019t admit.\u00a0<\/strong>A heartfelt apology can go a long way. However, don\u2019t necessarily agree that you screwed up, because it could cause issues if a lawyer has to get involved. A good example of an apology statement is something like, \u201cWe are so sorry that this was your experience. Our goal is to always exceed expectations and make every client feel like they\u2019re our number one priority<\/em>.\u201d Answer tactfully, and never write anything you wouldn\u2019t want shown on the evening news.<\/p>\n

Work with the platform.\u00a0<\/strong>Many review platforms have a grievance process for untruthful or overly aggressive reviews. Work with the platform to try and remove the offending posts by offering documentation of the correspondence. (Tip: get it all in writing!)<\/p>\n

Negotiate a settlement.\u00a0<\/strong>I know what you\u2019re thinking. \u201cWhy would I refund this person when they are just trying to blackmail me into giving them a refund? My contract says no refunds. That\u2019s unfair<\/em>!\u201d But stop and think about it for a moment. If you close this chapter, you\u2019ll stop losing sleep over it and never have to worry about this nightmare client again. And while it\u2019s absolutely unfair to refund\u00a0any\u00a0<\/em>of your hard-earned fee, sometimes being a business owner means making tough choices.<\/p>\n

If you\u2019re utilizing a settlement, make sure to include confidentiality, nondisclosure, and non-disparagement clauses. Essentially, you\u2019ll say, \u201cwe will refund you $X, and you will 1) never tell anyone we refunded you, 2) never tell anyone the terms of this settlement, and 3) not go out and leave bad reviews about us anywhere, nor encourage others to do so.\u201d This will get them to \u201cgo away\u201d while obligating them to refrain from leaving a bad review.<\/p>\n

If you are <\/em>working on a settlement, please<\/em> get an attorney involved. There are many potential loopholes and traps that can bite you if drafted incorrectly!<\/p>\n

And remember: this is not the end of the world.<\/strong> If you do good work and serve clients well, one bad review will be a minor bump in the road. Onward and upward!<\/p>\n

 <\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Here\u2019s the scenario: You execute a gorgeous event for your client. And while no event is perfect, you are pleased with your performance. But a week or so after the wedding, you get an email from the bride stating a list of reasons she is unhappy with your work. She demands a refund, or she […]<\/p>\n","protected":false},"author":391,"featured_media":76551,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[20],"tags":[],"class_list":["post-14992","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-best-practices"],"acf":[],"featured_image_urls_v2":{"full":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2018\/09\/jason-rosewell-60014-unsplash-566x377-1.jpeg",566,377,false],"thumbnail":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2018\/09\/jason-rosewell-60014-unsplash-566x377-1-150x150.jpeg",150,150,true],"medium":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2018\/09\/jason-rosewell-60014-unsplash-566x377-1-300x200.jpeg",300,200,true],"medium_large":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2018\/09\/jason-rosewell-60014-unsplash-566x377-1.jpeg",566,377,false],"large":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2018\/09\/jason-rosewell-60014-unsplash-566x377-1.jpeg",566,377,false],"1536x1536":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2018\/09\/jason-rosewell-60014-unsplash-566x377-1.jpeg",566,377,false],"2048x2048":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2018\/09\/jason-rosewell-60014-unsplash-566x377-1.jpeg",566,377,false]},"post_excerpt_stackable_v2":"

Photo by: Jason Rosewell Here\u2019s the scenario: You execute a gorgeous event for your client. And while no event is perfect, you are pleased with your performance. But a week or so after the wedding, you get an email from the bride stating a list of reasons she is unhappy with your work. She demands a refund, or she \u201cwill have no choice but to share her experience with others.\u201d Hold up\u2014is she threatening to write bad reviews unless you refund her?! Unfortunately, this isn\u2019t uncommon. In an age when anyone, anywhere can leave their thoughts for all to see,…<\/p>\n","category_list_v2":"Business best practices<\/a>","author_info_v2":{"name":"Caroline Fox","url":"https:\/\/hbb.dev.reliablepenguin.com\/blog\/author\/caroline-fox"},"comments_num_v2":"0 comments","yoast_head":"\nDefamation or Something Else? 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