Such negative reviews do not contain anything specific. As a rule, the author does not expect an answer and does not need one. He has one and only goal - to splash out his negative emotions. The texts of the most unbalanced users are usually written in capital letters, they contain a lot of typos, question marks and exclamation hotel email list marks.
In this case, it is also worth understanding the reasons for dissatisfaction. Most likely, you will never wait for an answer, but users will see that the company is interested in its clients. If the author has made contact and you are establishing a dialogue, then it is better to continue communication individually.
Black PR
This practice is used by competitors or agencies specializing in "black" PR. As a rule, these reviews come from fake accounts and contain either outright lies or dissatisfaction not supported by facts. Sometimes negative reviews in this category resemble reasonable criticism or an outburst of emotions.
To avoid making a mistake in classification, ask the author a question that requires a specific answer. You are unlikely to get it, but other visitors will see that it is fake. If you manage to find out the author's name and catch him in slander, you can continue the proceedings at the legislative level.
Provocation
There is a category of users for whom the World Wide Web is a favorable environment for trolling and hate. Their goal is to provoke the object of attacks to an emotional response and involve other people in the conflict.
When you find yourself in such a situation, it is very important not to lose control of yourself and not to give in to provocations. Remain calm and reasonable. Do not give your opponent a reason to rejoice. Try to establish the true cause of dissatisfaction by asking a question that requires a specific answer.
Your comment can be ironic, but don't overdo it. Your responses should be addressed not so much to the author of the negative review, but to other users who will ultimately be able to correctly assess the situation.
How to distinguish a real review from a fake
Whatever niche a company occupies, it will have to deal with competitors. Among them, there may be those who will not disdain black PR, entrusting this "work" to their employees, freelancers or special agencies.
A paid negative review should not go unnoticed. As a measure of your own safety, you can take the following:
Work with reviews
Regularly analyze reviews: monthly number and frequency of their appearance, the most popular sites. With this data, you can easily identify negative reviews from employees of competing companies. Let's say about 50 reviews are written about your company every month, including 5-6 negative ones. Suddenly, in some month, you find 150 reviews, 100 of which contain negativity.
Think about whether there are objective reasons for such an increase in customer activity (new product release, sale, etc.)? If there are none, then you have a reason to worry. If the results of the analysis showed that the frequency of publishing reviews is 2-3 days, and now it happens daily, and not 1-2 reviews, but 10. The conclusion suggests itself: someone is deliberately trying to harm you and turn users against your company.
Study the content of reviews .
Fake reviews are usually written by the same people (a group). If you carefully study the texts, you will definitely find repeating words and phrases, similar forms of sentence construction. In addition, a fake negative review is unlikely to be filled with emotions that a truly dissatisfied person will definitely show.
Ask to specify the essence of the claim
Typically, fake negative reviews are based on publicly available information (such as previously published reviews or information from product cards). There is nothing specific in them: no date, no true information about the author, no numbers.
The person who posted the fake review will never give their real name or contact information, as they have no need to contact you, they do not have a problem to solve. By posting such a review, they have only one goal - to leave a bad review.