You work hard to give your customers a great experience and earn their trust. You’ve built a great reputation in your industry, but out of nowhere, comes this scorching online review. Aside from its negative connotation, you’re baffled by the fact that you have absolutely no idea who this person is or any recollection of this particular transaction. You quickly conclude that it’s a fake. Even so, others will surely see it and that’s just not good for business. So, what can you do about a bad, fake review? Why Online Reviews Matter Online reviews matter. They matter because people use them to judge the quality of a product or service. This is especially true on the internet because there’s no interpersonal input. Let’s face it, it’s a whole lot easier to read reviews than call and email dozens of people to get their feedback on something they might not even have purchased before. These attacks can have huge consequences for a company’s bottom line. Eighty-five percent of people trust online reviews as much as a personal recommendation and every one-star increase can lead to a 5 to 9 percent increase in revenue. Online reviews are also an important ranking signal in Google’s algorithm. —Forbes This is widely understood and is the exact reason why nefarious individuals write bad, fake reviews. They are obviously trying to discourage others from doing business with the victim company. It’s probably a rival but it could be just about anyone — even someone who is just engaging in a malicious prank. How to Deal with Bad, Fake Reviews Regardless of who it is, you can’t let a bad, fake review hurt your reputation. You must do something about it. But, that doesn’t mean angrily snapping back. Here are a few helpful suggestions for how to deal with a bad, fake review: Report the fake review. If you are certain it’s fraudulent, then contact the website where the review was left, whether it’s Facebook, Google, Yelp, or another. You’ll have to go through a process and it might take a bit of time and effort. So, be prepared for dedicating some resources. Look for more bad impostors. Although you spotted this one, that doesn’t mean it’s the only one floating on the web. Search around to see if there are more because if it’s a concerted effort, chances are excellent there are more. (It might even be duplicated word-for-word on other sites.) Respond, but do so strategically. When you do reply, write something like, “We take our customers’ experiences to heart. Unfortunately, we have no record or recollection of any transaction. If you’ve done business with us, we’ll be more than happy to look into the matter. Please contact [name] at [email] so we can mutually resolve this issue.” This probably won’t cause the fraudster to respond, but it does show you’re willing to take the matter seriously to others. What other suggestions do you have for dealing with bad, fake reviews? Please take a moment to comment so others can learn about your thoughts and experiences! Interested in learning more about business? Then just visit Waters Business Consulting Group.

If you are part of a family business, and don’t have anyone related to pass it onto, you might consider a business succession plan as an option. Business secession is the process of transferring the company over to a new group of owners and/or operators. It could be anyone, from a competitor, to a family friend who’d like to take over the business. Regardless, it means turning over the reins to another person or party. So, it’s best to have a fundamental understanding of the process itself and its net effects. Business Succession Advantages Perhaps the biggest benefit of succession planning is knowing who will continue the business, particularly if you’re concerned about maintaining its good reputation. Additionally, it also motivates employees to do their best, because those with key roles who will run the company in the future will most definitely take their responsibilities seriously. If you were a business owner who was considering putting your company on the market but decided not to sell (or at least not anytime soon), what steps should be you taking now? The goals are to ensure preservation of the current business, as well as provide for an orderly and stable future transition when the proper time to sell arrives. —Kiplinger Yet another advantage of business secession is having peace of mind as to what happens to the company after you retire, or in the event you become disabled or die. (This is not only true for you as the current owner, but also, for your customers.) Plus, it helps to put in place processes that are known quantities, and therefore sets the successors up for a successful future. Business Succession Disadvantages Of course, there are drawbacks to everything, including business succession planning and eventual execution. Here are the three most common downsides of business succession you should know about: Turnover. Not everyone inside the business will receive a key role in the future. That can damage company morale once the plan is revealed to the company at-large. Moreover, it could cause good people to leave for other opportunities. No guarantees. Even if every single aspect is outlined and detailed, this does not guarantee the business will continue to be successful. After all, turning over the management means relinquishing leadership, which opens the possibility of failure. At the very least, a risk the business will suffer instead of flourish. Inappropriate strategy. Perhaps the most disconcerting thing about succession planning is the very real possibility of selecting the wrong people to run the company. Sure, the personnel chosen might well be top-notch producers and good with mentoring others, but might not be up to the challenge of actually running an established company. What else would you add to the pros and cons of business succession planning? Please take a moment to share your thoughts and experiences so others can benefit from your unique perspective! Interested in learning more about business? Then just visit Waters Business Consulting Group.