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You mean some of those reviews are fake?!

Posted On: 4 December 2013 Posted By: admin

Obviously, some online reviews are fake.

According to a 2012 report from Gartner Research, “between two and six percent of online reviews are fake or deceptive.” Jenny Sussin, a Gartner analyst and co-author of the report, found that, “In the hospitality industry, you are more likely to see bookings go up when you have better ratings. For restaurants, a half-star increase in the review average can cause 7:00 pm bookings to go up 30 to 49 percent.”

Based on that research, why wouldn’t every business post some fake reviews? Perhaps because it’s unethical and…illegal! The FTC’s guidelines for online reviews say that it’s illegal to write fake reviews for your business or to pay someone else to write reviews for you, unless you can prove that the review was an endorsement.

New York State Attorney General Eric T. Schneiderman enforced those guidelines in Operation Clean Turf:

Attorney General Eric T. Schneiderman today announced that 19 companies had agreed to cease their practice of writing fake online reviews for businesses and to pay more than $350,000 in penalties. Operation Clean Turf, a year-long undercover investigation into the reputation management industry, the manipulation of consumer-review websites, and the practice of astroturfing, found that companies had flooded the Internet with fake consumer reviews on websites such as Yelp, Google Local, and CitySearch. In the course of the investigation, the Attorney General’s office found that many of these companies used techniques to hide their identities, such as creating fake online profiles on consumer review websites and paying freelance writers from as far away as the Philippines, Bangladesh and Eastern Europe for $1 to $10 per review. By producing fake reviews, these companies violated multiple state laws against false advertising and engaged in illegal and deceptive business practices. (Source: 9/23/13 press release)

Operation Clean Turf targeted the “reputation enhancement” companies that wrote the fake reviews, and the companies that purchased them.

MORAL OF THE STORY: Fake reviews are bad business! Always under-promise and over-deliver with your customers. Be humble, give them great value, and ask politely for a review/testimonial. It’s easy.