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Reviews - some accounts are fake names. How do we know that reviews are coming from real customers?

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# 1
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iBar Threading

1687 N. California Blvd, Walnut Creek 94596

925-361-3100

https://plus.google.com/u/0/b/112132935510445985237/112132935510445985237/posts

 

Because you can sign up for a google account with a fake name, we have no way to cross reference the names with our database to see how we can help the customer. If they leave a review with a fake name and it's positive, it's no problem. But if it's negative and you want to give excellent customer service and follow up to see what the problem really is, how are we supposed to contact the customer if we can't find customer information in our database because they don't use their real name? Is there any way to ask for a real name when leaving a review? How do other businesses handle this?

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Re: Reviews - some accounts are fake names. How do we know that reviews are coming from real custome

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# 2
Top Contributor
Google doesn't offer any real solution to this problem so your choices are limited.

1- You can respond publicly to the review (if you need some ideas But if it's negative and you want to give excellent customer service and follow up to see what the problem really is, how are we supposed to contact the customer if we can't find customer information in our database because they don't use their real name? Is there any way to ask for a real name when leaving a review? How do other businesses handle this?) but that doesn't really solve your problem

2- From an operational point of view you could establish some sort of feedback system reaching out to every customer to see if they are satisfied (see http://www.GetFiveStars.com for an idea of how this might work) so that you hopefully catch the real unhappy folks up front and solve their problem

3- Put in place a process to keep asking for reviews so that you are always getting them so that the impact of one negative (real or not) has less impact.

None of the above really answers your question directly but thats because there is no real answer as to a way to know the authenticity of a Google reviewer.