Is It Ethically Right to Blackmail Business with Review?

Lzaki89 on 30/08/2019 - 09:36
Last edited 30/08/2019 - 09:37

I have noticed a trend that people are using review medium like (Google, Yelp, Product Review etc.) to get what they want from the business and instead of resolving issue with business owner or Manager they tend use Review and then use that to blackmail business or they had really bad day at work or home. They go and pick a fight with everyone for no reason.

I work as a customer service representative, and I was talking to one lady over phone this morning, and I told her that Manager who is supposed to resolve your issue would arrive at the office after 10 A.M then She said I would put a negative review on business and Hung up the phone.

This is just one example of it. The business has to deal with these type of customers every day and maintain their good online reputation. Sometimes we see a lot of negative reviews on business because customers who are happy with deal or service aren't go to review website just to put positive review. These negative reviews can make or break any business nowadays.

Poll Options expired

  • 2
    Yes
  • 53
    No
General Discussion

Comments

  • 87percent on 30/08/2019 - 09:41
    +8

    Why is this even a question? Obviously it's not

    • zaki89 on 30/08/2019 - 09:47

      because it is happening in our society and People think it's not a blackmail. Product review is full of it. Search any product that you like and use it and you will find people with negative review on it.

      • HighAndDry on 30/08/2019 - 09:58
        +4

        It's not black and white. There's no reason why someone can't leave a factual negative review, or for actual business misbehaviour (e.g. Flight centre asking for additional amounts after client had paid the agreed price in full).

        On the other extreme, if someone uses the threat of a false negative review to get something they're not entitled to (e.g. out-of-policy change of mind refund), then that's obviously bad.

      • try2bhelpful on 30/08/2019 - 10:25

        Because every product is not perfect and, often, they are raising issues that have got worse with poor communication within the company. The difference is now companies can't just blow people off without consequences. As I indicated below a negative review can reflect poorly on the person making it as well as the company. If I'm making a review I try to keep to the facts and I, certainly, write more positive reviews than negative ones.

    • [Deactivated] on 30/08/2019 - 19:44

      Because this strategy, as well as leaving a negative comment on the Facebook page of the business, is often suggested by ozbargainers.

      • [Deactivated] on 30/08/2019 - 21:22

        Case in point : Being told to leave a bad review on ebay because the OP was refunded his money.

        • savage bargain on 31/08/2019 - 10:17

          That one really annoyed me as the OP was off his rocker. That OP is why buyers on eBay should be able to get negative ratings…

  • bdl on 30/08/2019 - 09:46

    Maybe (Cultural relativism)

  • Taro Milk Tea on 30/08/2019 - 10:00
    +9

    Ethically, No. But is it practical and working? Unfortunately yes. Some business won't even response to your complain until you leave bad review on public page, so…can't really fully blame the customers for having this habit

    I once was tricked by a mobile mechanic giving a final bill way more than what he quoted on the site (I did ask whether this quote is what I will pay and no more excess, he confirmed yes). Anyway, i sent email to their customer service, guess what….no reply for a month.

    I had to put negative review , but then it worked. they replied to my email claiming they deleted the email accidentally…Lol bunch of BS, i sent like 3 follow up emails.
    They wanted to gift me some vouchers with a condition I deleted my bad review..obv I had to say no, voucher was not even worth it anyway.

    So in all fairness, business also does black mailing the customers to create their fake great rating.

  • try2bhelpful on 30/08/2019 - 10:00
    +8

    My 2c.
    When I read reviews I'm looking for trends and issues, rather than people's emotions. A bad review can reflect just as poorly on the reviewer as the business. Some things annoy me and some things don't so I look for the trigger issues that might annoy me and see if they are repeated through a number of reviews. Also, it is often how the business being reviewed reacts to the criticism that is a decider for me - they are usually given a right of reply by the reviewing site.

    Firstly I would drop using emotive terms like "blackmail", they don't help your cause. If I'm reading a response to a review, and someone used that term, I would be looking elsewhere.

    In my experience, people who feel hard done by like to be allowed to rant about the issue, rather than just be cut off with "I can't help you". If they have got themselves worked up enough to actually ring they don't like to be blown off. I would've mentioned that the manager is the only person who can remediate this but that you are happy to take down the details to give the manager the relevant information before they ring the person back. Get the phone number, listen to the points. The manager might be able to do some investigation before ringing back to see if the issue has merit. I've managed to turn some detractors into supporters just by using this technique. However, you might want to discuss this approach with the manager to see if they are OK with it.

    You don't have to bend over backwards to fix all issues, especially if you are providing what has been described. But, especially in this age, it is important to manage people's perceptions and use the fact someone has rung to try to diffuse the situation. The alternative is that people just leave the negative review, anyway, without giving you that opportunity.

  • twinbag on 30/08/2019 - 10:01
    +1

    As blackmail no, for poor customer service absolutely. Sounds like your company has given that customer the runaround, no wonder she's unhappy. If only a manager can make a decision they should be available when the lines are open.

    • HighAndDry on 30/08/2019 - 10:11

      If only a manager can make a decision they should be available when the lines are open.

      This is actually a good point. I hate it when companies quote some internal policy as an answer - a company's obligations aren't affected by what internal policies the company itself chooses to adopt. "Internal policy" is the same as the company saying "We're deciding to do this". So yeah OP, this:

      that Manager who is supposed to resolve your issue would arrive at the office after 10 A.M

      Is a pretty valid reason for a negative review. The fact your company can't solve the issue when she called is your company's problem.

      • zaki89 on 30/08/2019 - 10:22

        Because manager have access to Company Bank Account to check bounce back payments and make it again to correct Bank account.

        • HighAndDry on 30/08/2019 - 10:24

          Yeah I understand that, but if the phone lines are open, someone who can do that should be available (in the ideal case). But since this is customer error to begin with, nah, it's just another case of customer being stupid.

    • zaki89 on 30/08/2019 - 10:20

      She was calling because she provide wrong bank details to us in first place but we are trying everything possible to resolve her issue.

      • HighAndDry on 30/08/2019 - 10:22

        Ah. Well you can't fix every stupid person who's out there…

      • [Deactivated] on 30/08/2019 - 19:56

        🙄

    • [Deactivated] on 30/08/2019 - 19:52
      +1

      Are you seriously saying that asking a customer to wait an hour or so (assuming the phone line opened at 9 am) is reasonable grounds for leaving a negative review and tarnishing the reputation of a business? Should the business say "how high? ", the moment you say "jump!"? How urgent can this lady's issue be that everyone has to drop everything and resolve it stat?

      People are so entitled nowadays. Personally, I'm happy to wait to get a satisfactory resolution.

  • [Deactivated] on 30/08/2019 - 10:02
    +1

    It's evolving. There are so many entitled mumsnet bad reviewers that some bad reviews aren't a bad thing.

  • plmko on 30/08/2019 - 10:04

    All those review sites are disgusting, small business owners are not given the right to choose whether they are listed or not. Creates a culture of sites like Finder that act like thugs asking for protection money.

    Should be laws in place that a for profit 'public directory' cannot monetise representation of entity/individual without authorisation.

    Sure businesses become successful due to social media engagement. But stop crucifying Mom/Pop stores that just want to make living for choosing not to participate, they don't have the profession nor capacity to respond to this crap.

    • HighAndDry on 30/08/2019 - 10:15

      This is… a sore point. Places like Yelp do act like gangsters asking for protection money when they only curate reviews on payment of a fee. On the other hand, it's not as unreasonable as that description makes it seem:

      1. Customers are absolutely allowed to post (factual) reviews of businesses publicly;
      2. Websites are allowed to host such reviews, and so long as they meet certain guidelines, they don't have to curate them for accuracy (imagine if a site like OzBargain had to vet every story for truth);
      3. It costs money to curate reviews, so it's reasonable for a site to ask for a fee before undertaking the work and acting as an intermediary to adjudicate between businesses and customers for reviews.
  • rack on 30/08/2019 - 10:21

    Check out this dude and his reviews online. See a trend here. This is the reason why I look at a trend rather than one persons negative review.

    https://www.google.com/maps/contrib/114831197671603278714/re…

    • zaki89 on 30/08/2019 - 10:29

      this guy is shit bag.

    • [Deactivated] on 30/08/2019 - 10:58

      I read most of those reviews, but then the doctor one takes the cake. I wonder what's causing his anxiety?

    • savage bargain on 30/08/2019 - 15:19

      Woah. I wonder who the common denominator is….

  • djkelly69 on 30/08/2019 - 10:21
    +1

    She said I would put a negative review on business and Hung up the phone.
    This is just one example of it.

    That is not blackmail though? Blackmail is threatening to do X unless you get Y.

    • HighAndDry on 30/08/2019 - 10:23

      No, threatening to do X is extortion. Threatening to tell people about X is blackmail.

      I'm actually thinking about it and it technically meets all the definitions of actual blackmail.

      • nfr on 30/08/2019 - 11:25

        How about emotional blackmail?

        • HighAndDry on 30/08/2019 - 11:29

          Not an actual thing as far as I'm concerned.

          • Ughhh on 30/08/2019 - 13:08

            @HighAndDry: It is, but more related to relationships like wife and hubby, rather than business vs customer.

            • HighAndDry on 30/08/2019 - 13:20

              @Ughhh: I know what it is when used in casual conversation, but it's not an actual thing thing, if you get what I mean.

  • whooah1979 on 30/08/2019 - 10:23
    +2

    A negative feedback is fine if a customer isn't happy with a good or a service.

  • Bid Sniper on 30/08/2019 - 10:31

    you're not yelping

  • Seedy seed on 30/08/2019 - 10:32

    "I work as a customer service representative"

    You need more training :/

  • profar on 30/08/2019 - 10:33
    +1

    These negative reviews can make or break any business nowadays.

    It bit harder nowadays with verified purchases but still played correctly can add positive reviews .

    Ebay for example a simple solution is to simply buy cheap $1 China Sheet to counter if required . Not too many customers care where the +'s come from .

  • [Deactivated] on 30/08/2019 - 10:34
    +5

    A negative review is alright as long as it isn't defamation, ie. Generally factual (there will always be notes of bias).

    It is also a perfect opportunity for a business to show of their response when someone is clearly a bad customer, as long as the overall rating is still positive.

    Turn that negative into a double positive.

    Ps. - your poll question is a loaded question. By default, blackmail is not just unethical, it is illegal. The example you provided, however, was not necessarily blackmail.

  • foxmulder on 30/08/2019 - 11:27

    On eBay, if buyer threatning negative review for something, that review can be removed if left. Seller still have to do something though for buyer issue.

  • savage bargain on 30/08/2019 - 15:16

    After seeing some reviews where the issue was obviously with the person making the negative review (so obvious it was almost a joke…) I go out of my way to review places I like so they aren't brought down by people like that.

    If I have an issue with a place, I contact them first and usually it's resolved. I'm yet to come across a place that only responds to reviews to resolve issues. But who knows, maybe I'm lucky?

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