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This is more of a vent about a review than a question...?

Lindsey T.'s profile image

I recently received my first four-star review after 78 five star reviews. She left the review immediately after my declining a very last minute day care request (I had no dogs that day, I was out and about and I told her I wouldn't be home!), I don't know if the two are related.

I sent her a polite message "Hi Person, thanks for leaving a review for Dog's previous daycare experience. I noticed that you rated 4 out of 5 stars, so I was hoping you could tell me where I needed to improve my service in order to receive 5 stars from you in the future."

The response "It was my 1st review - and I only put 4 stars because I was unsure if there was a yard. 4 stars is great, tho!"

No, lady, it's not. And I don't want to watch your dog if you're going to bring down my reviews and search ranking because you can't read in my profile that it says "Unfenced yard." Reminds me to stick to my guns about not giving price breaks to people who ask.

2 Answers

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Karen R.'s profile image

That's very unfortunate, but there's nothing you can do about it, Some people have different rating scales. I had one person give me four stars, even though I did something extra for her dog. While the review sounded great, I questioned why on the next visit. She told me that she doesn't give out five stars or equivalent on principle.

Your follow-up was appropriate but there's nothing more you can do.

Edit: Also, I took a look at your Profile and you have 79 reviews. One four-star review isn't going to affect you at all and it isn't apparent from the most recent ones which might be that one. Therefore, I wouldn't draw attention to any review by responding. Given your volume of business, that review will quickly disappear onto another page and be out of sight, out of mind.

Comments

Her actual review didn't say anything negative or even neutral. It just rubs me the wrong way a bit and I don't have much of an outlet to talk about it.

Lindsey T.'s profile image Lindsey T.
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Carmen C.'s profile image

That's awful! Question for you - it sounds as if you did not complete a booking for this person. I thought clients were only allowed to review after a stay/booking. How did this come about?

Comments

She turned down the second booking request, but there was a first booking that the owner hadn't done a review.

Karen R.'s profile image Karen R.

Got it! That DOUBLE stinks because if the review had already been written it would have been too late to change. Can you tactfully refute in the comments?

Carmen C.'s profile image Carmen C.

She didn't say anything negative in the review, there's nothing worth refuting.

Lindsey T.'s profile image Lindsey T.

Right - probably not the right word - referring to client's comment on lack of fence when it was indicated in the profile.

Carmen C.'s profile image Carmen C.
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