OMG so funny,

Bots can�t fake it!

is this a product review or a business/service review?

@phranque

Biz/Shool/Service Review.

5.0 for a Year(hundreds of 5s), -1 star >>> 4.9.

Painful like in a case of kid riding on top of shopping cart and crashing that shopping cart into your A�chil�les heel on Friday morning and saiz -- Oh NO, SORRY.

....In a local Bodega when u ready pickup a case of cold ones for the weekend...

Its known as nature of people. Does not matter how best you are serving there will be some people who will search for some negativity in your services and will give you poor reivew like this ..... 100 percent review like only 5 star in GMB ... i saw rarely (Atleast not in my mind till now).

Sometimes its happen due to competitors also.

(hundreds of 5s)

with that many customers and good reviews, it's not difficult to imagine a malicious competitor at work.
you should actually be surprised it is only a small fraction of 1%.

@phranque

-- malicious competitor at work--

It is as I would suspect. We had several negative reviews removed that had posted about Squirrels present in the building(there are no species of Rodents or Sciuridae of any kind) OR ALL 5(Five) unruly female receptionists not paying attention to potential client while they had to wait for service. We only have 1(One) person that does the greeting of people and it is a 65 year old man, an Army Veteran with Prosthetic Leg, with THE 8" beard, a real Teddy Bear.

@thinkfast

--- like only 5 star in GMB ... i saw rarely ---

That is true, I have never seen those either.. But for some reason this year old Biz is just good that way.

We have reviews in 8 languages, people state the outcome of spending a 8+ weeks, on average, being Educated for a real life changing career. That involves lessons, practice, exams and help with employment .

This is not a white glove education, We encourage "clients" to have an excellent experience while at it.

--------------------------------------------------------------------------------

My point is... OK, we can handle negatives, true negatives if we get them, that is Fine. But to get a canned response from Goog for 1 star and no way to imagine what the response should be?

But to get a canned response from Goog...

you should never expect a bespoke solution in a situation that doesn't scale well.
G will always use an algorithmic solution.

If you can't contact the review, perhaps g can't either! No money on their side either way, so no expectations should be made.

We have 2 1 star reviews, both from people who have never bought from us (and I suspect associated to a competitor)..we just get the same response from Google..I now report them a couple of times a month..hoping that 1 day they might do something about it.

@RareBit
If GPS (Location), NET active on your phon and Google Map active on your phone then Google ask always that "What are you thinking about this place" or "Do you know this business" or "Do you know this places" etc.. Google give review point and allocate position accordingly like "Local Guide" .... So may be those person visit to your lcoation or go through and Google ask them about your business and they put his feedback ..... I think you can know better by see those people profile on Googlel that how frequently they are sharing his feedback or review for any business or places on Google.

The reviews mention specific things about orders like missing products or that the product has not been produced to the customers specification (we offer a made to measure service) so they are definitely fake. Also if I click on the reviewer they both only have 1 review I get the same location shown for both people..

The review is of zero value to anyone, and Google hasn't yet realised its system is being gamed. You can only keep plugging away to raise the issue with G.

How about treating the review exactly as it is, and respond accordingly, indicating that their comments are missing and you're unable to investigate.

Then, go ahead to encourage quality reviews.

Yeah, that's what I do. I reply that we don't have an order under their name and that if they had contacted us directly then we would have fixed the issues.

Kill them with kindness - so the next person who see's it, knows you handle these situations well.

"Sir, as you can see by our stellar history toward customer service and our many happy customers, we'd like to help you resolve any issues that you felt warranted a 1-star review of our business. We looked through our sales records and have no record of any transaction with the name on this review, so we have no idea how to rectify this issue you are facing, but truly want to make you a happy, repeat customer. Please call our office or email me directly at myemail@domain.com so we can help assure your satisfaction. Thanks, Firstname Lastname, Manager".

They are not likely to respond, so this will go miles for others reading the reviews.

I have found that the only people who post reviews are the unhappy ones... mostly competitors. Happy customers just get on with their lives and are forever moving forward. Also, how many good reviews have been bought for $1?

And this is why "reviews" are and will always be useless.

@mhansen

-- , we'd like to help you resolve any issues........Thanks, Firstname Lastname, Manager.......

That also sounds like a canned response :) :) :)

^^^ Great Idea as always!

This is what I have seen as a response to this:
One Star Comment:

This is the worst place in a State of (pick one) in USA..... Do no trust the 5 stars reviews because they are robots reviews. A lot of "Patrons" are complaining about this "Biz Name".

Owners Response:

Dear Reviewer, to conclude that we are the worst Biz in State of (pick one) in USA, you have to attend every training in this particular State, and ONLY then you can draw a conclusion. -----Ridiculous, right?

By the way, based on your name((�lvaro Negredo), who is a famous Soccer player, we never got to play ball with you.... The Others who came to play DID, and became STARS!

Hope all is Well..

That above generated subsequent reviews bashing �lvaro Negredo for not even looking at the "Ball" and promoted the Biz in their reviews.

Glory!