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Category: Civil Rights

(Part 5) 5 Considerations as to Your Business’ Negative Internet Review

Posted on June 24, 2014May 2, 2022 by g83js92js91
Categories: Business Law Disputes, Civil Rights, Consumer Defense, florida, Freedom of Speech, georgia, Internet & Technology, Jason A McGrath, North Carolina, Ohio, online reviews, Social Media, south carolina, Tennessee
(Click for Part 1)  (Click for Part 2)  (Click for Part 3)  (Click for Part 4)

As attorneys with a law firm which has a significant online presence, and as lawyers who represent small and medium businesses, we are very much aware of the power of the online review and/or rating given by consumers. In fact, in this day and age, the positive or negative nature of a company’s reputation as declared by the internet can make or break your business.

Star-Ratings

For many businesses, it is almost impossible to avoid at least the occasional negative comment or even merely a lukewarm review. Many times, the information posted online is not accurate, or at least is presented out of context and/or incomplete. All businesses which encounter this face the same question: what can we do about this negative online review?   Hopefully, after you have had a bit of time to think about it, one of your next questions is: what should we do about this negative online review? We have developed a list of 5 key considerations and here is the fifth.

(5) Turn a negative into a positive, or at least into an opportunity. This can’t work in all industries or all situations, of course, but what about turning the criticism into a promotional effort? For example, let’s consider the complaint of “I had to wait more than 30 minutes for my car to be cleaned at Acme Car Wash.” Perhaps the response from Acme is similar to this: “We regret you had to wait so long, but we were simply very busy that day with so many customers who know what a good job we do. Everyone should know that this month we have a 25% discount for our Premium Customer Club memberships, which allow you to make an appointment, among other benefits!”

This creative approach focuses on the positive, while still “apologizing” to the unhappy customer. It might even increase business. Find the silver lining.

Posted in Business Law Disputes, Civil Rights, Consumer Defense, florida, Freedom of Speech, georgia, Internet & Technology, Jason A McGrath, North Carolina, Ohio, online reviews, Social Media, south carolina, Tennessee

(Part 4) 5 Considerations as to Your Business’ Negative Internet Review

Posted on June 5, 2014April 25, 2022 by g83js92js91
Categories: business, business disputes, Civil Rights, consumer reviews, Freedom of Expression, internet, Internet & Technology, Jason A McGrath, Social Media
(Click for Part 1)   (Click for Part 2)   (Click for Part 3)

As attorneys with a law firm which has a significant online presence, and as lawyers who represent small and medium businesses, we are very much aware of the power of the online review and/or rating given by consumers. In fact, in this day and age, the positive or negative nature of a company’s reputation as declared by the internet can make or break your business.

rating, review, feedback, custom service, service score, business

For many businesses, it is almost impossible to avoid at least the occasional negative comment or even merely a lukewarm review. Many times, the information posted online is not accurate, or at least is presented out of context and/or incomplete. All businesses which encounter this face the same question: what can we do about this negative online review?   Hopefully, after you have had a bit of time to think about it, one of your next questions is: what should we do about this negative online review? We have developed a list of 5 key considerations and here is the fourth.

(4) Publicly responding to the negative online review. Some business owners will post a response if the hosting website allows the same/has a mechanism in place. Again, you would want to be very careful in taking this approach, would want to take numerous deep breaths before writing the response, and would want to have at least one other rational person review your response before submitting. There is a definite split of opinions as to how to execute this approach, and of course each situation can be different. If you are going to respond:

  1. should the response be general or detailed?
  2. should the response be apologetic or more of a rebuttal or defense?
  3. should the response contain the name, or at least the position, of the person writing it on behalf of the business?
  4. should the response invite the complainer to call the business to further discuss?

In my personal experience, most of the responses I see written by business owners are fairly neutral and contain sort of a non-apology apology – you know, the kind that athletes’ public relations representatives write for them, something like “I am sorry if anyone was offended by . . . .”

The bottom line is that if you are going to respond, be very careful. Some of the folks out there, referred to as “trolls” in today’s internet world, will gleefully jump on any response, no matter how well-intentioned, just to up the ante and further stir the pot. Good luck.

(Click for Part 1)   (Click for Part 2)   (Click for Part 3)
Posted in business, business disputes, Civil Rights, consumer reviews, Freedom of Expression, internet, Internet & Technology, Jason A McGrath, Social Media

(Part 3) 5 Considerations as to Your Business’ Negative Internet Review

Posted on May 19, 2014April 25, 2022 by g83js92js91
Categories: business, business disputes, Civil Rights, consumer reviews, Freedom of Expression, Freedom of Speech, internet, Internet & Technology, Jason A McGrath, online reviews, Social Media
(Click here for Part 1)     (Click here for Part 2)

As attorneys with a law firm which has a significant online presence, and as lawyers who represent small and medium businesses, we are very much aware of the power of the online review and/or rating given by consumers. In fact, in this day and age, the positive or negative nature of a company’s reputation as declared by the internet can make or break your business.

For many businesses, it is almost impossible to avoid at least the occasional negative comment or even merely a lukewarm review. Many times, the information posted online is not accurate, or at least is presented out of context and/or incomplete. All businesses which encounter this face the same question: what can we do about this negative online review?   Hopefully, after you have had a bit of time to think about it, one of your next questions is: what should we do about this negative online review? We have developed a list of 5 key considerations and here is the third.

(3) Communicating with the company or website which hosts or published the troublesome review. This can be productive and worthwhile and is unlikely to have negative consequences. In our experience most review sites do make an effort to act professionally, but understandably it is impossible to manage the hundreds, thousands or tens of thousands reviews that the website may ultimately contain. If you – or your representative/attorney try hard enough, you can likely get someone’s attention and perhaps even instigate an investigation of the review.

Some reviews violate the posting company’s terms of service. Others may end up being removed if the publishing website cannot verify the legitimacy of the review. Another common occurrence leading to a deletion is if the person writing the review cannot be identified or at least confirmed as having truly been a customer or client. Finally, sometimes the entity hosting the review’s content or publishing it will remove it if an investigation leads to a conclusion that the review is incorrect or unfair.

Oh, and we should mention one other scenario, since, after all, we are lawyers . . . the threat of legal action may make such a review go away, independent of the factors above.

 (Click here for Part 1)     (Click here for Part 2)
Posted in business, business disputes, Civil Rights, consumer reviews, Freedom of Expression, Freedom of Speech, internet, Internet & Technology, Jason A McGrath, online reviews, Social Media

5 Considerations as to Your Business’ Negative Internet Review

Posted on March 6, 2014April 25, 2022 by g83js92js91
Categories: business, Business Law & Contracts, Business Law Disputes, Civil Rights, consumer reviews, Freedom of Expression, Freedom of Speech, Internet & Technology, Jason A McGrath, Reviews, Social Media
As attorneys with a law firm Charlotte which has a significant online presence, and as lawyers who represent small and medium businesses, we are very much aware of the power of the online review and/or rating given by consumers. In fact, in this day and age, the positive or negative nature of a company’s reputation as declared by the internet can make or break your business.

Thumbs Down, disapproval, bad rating

For many businesses, it is almost impossible to avoid at least the occasional negative comment or even merely a lukewarm review. Many times, the information posted online is not accurate, or at least is presented out of context and/or incomplete. All businesses which encounter this face the same question: what can we do about this negative online review?   Hopefully, after you have had a bit of time to think about it, one of your next questions is: what should we do about this negative online review? We have developed a list of 5 key considerations, and here is the first.

(1) Does the review contain opinion, “facts”, or both? As a general rule, it is more difficult to force the removal or editing of a review, once published, which contains merely an opinion. Stated from a legal perspective, a defamation claim is difficult, if not impossible, to bring regarding someone’s stated opinions, even if said opinions are perhaps unfair.

Thus, in some ways, a review such as “I spoke to the owner and could not believe how rude he was” is quite challenging to deal with. It is difficult to come up with an objective standard of what rude is and how to legally qualify “rude” behavior. In other words, this subjective interpretation of the owner’s alleged conduct is pretty much opinion and the accusation of rudeness is not a good basis for a defamation claim.

On the other hand, let’s take a second look at the above example to reconsider the fact vs. opinion issue: “I spoke to the owner and could not believe how rude he was.” Well, if we can’t effectively attack the “rudeness” aspect of this, what about something in that statement that can more easily be described as factual – something demonstrably true or false?

What if the individual to whom the consumer spoke was not the owner but merely a front line employee with no real managerial authority and the consumer knew that? That might be a whole different ball game. All of us, or at least most of us, can agree that a receptionist allegedly being rude to a customer would be less damaging in the eyes of other potential customers as compared to the owner of the business acting in such a manner. Of course, if you are talking about as going as far as a defamation suit, you would want very much to be able to prove that the consumer who posted the negative online review was aware that he/she had not spoken to the owner and had thus intentionally made a misstatement of fact.  

As you can see, this one example – a simple, single sentence review consisting of 13 words – can involve multiple legal issues and possibilities. Please stay tuned for updates on this topic, and please be careful how you handle these types of situations.

(Click for Part 2) (Click for Part 3) (Click for Part 4) (Click for Part 5) 
If you are interested in a consultation with one of the McGrath and Spielberger business lawyers, simply visit the Contact Us page and complete the contact form.

Posted in business, Business Law & Contracts, Business Law Disputes, Civil Rights, consumer reviews, Freedom of Expression, Freedom of Speech, Internet & Technology, Jason A McGrath, Reviews, Social Media

To Kill a Mockingbird: did Atticus Finch get his client killed?

Posted on February 28, 2011 by g83js92js91
Categories: atticus finch, Civil Rights, lawyers, Life and the Law, malpractice, practice of law, race, The Legal Profession, to kill a mockingbird
Click here to read the actual NC Bar Journal Article – See page 12.
North Carolina Bar Journal, Spring, 2011

Did Atticus Finch Commit Malpractice? Did he get his client killed?

BY JASON A. MCGRATH, Esquire

On November 21, 1935, Tom Robinson raped 19-year-old Mayella Violet Ewell. So said the Maycomb County, Alabama jury, as written by Harper Lee in the classic novel To Kill a Mockingbird. Despite an admirable defense by court-appointed attorney Atticus Finch, Tom Robinson was convicted and sentenced to death by a jury which was most definitely not made up of his peers.

The book strongly implies that Mr. Robinson was innocent, that the primary prosecution witnesses lied throughout the trial, and that it was only Mr. Finch’s valiant efforts and relationship with the community which caused the jury to hesitate at all before the unfair conviction. What if, however, Atticus in fact made a terrible mistake during trial which eliminated any small chance his client had of acquittal, any chance of avoiding death?

Although I’m a fairly voracious reader for pleasure, I’d never gotten around to reading To Kill a Mockingbird. However, one recent weekend, desperately in need of a break from contract review and liability analysis, I grabbed it from the coffee table where my wife had deposited it a few days earlier. I’d never read a review or summary of the book (nor have I yet), but was still vaguely aware that it featured a lawyer named Atticus, a rape or murder, and a racial controversy. This makes it even more unlikely that I ended up reading the book, as I tend to avoid stories about lawyers, who in books and movies are almost always far too perfectly successful, far too naive, or far too evil to be realistic.

I grew up in an environment very dissimilar to Maycomb; nobody would confuse south Florida with south Alabama. Now that I’ve moved to North Carolina, however, explorations of southern culture seem more appropriate. Plus at least half of those running for judgeships and other positions within the justice system here seem to claim To Kill a Mockingbird as their favorite book. Thus I came to read it, in three different sittings within 36 hours. I enjoyed it, but I was at first puzzled, and then dismayed at the way the trial went, and not just due to the unjust outcome. I’ve litigated many cases, including sex crimes, violent felonies, wrongful death cases, business controversies, mortgage disputes, etc., and I just couldn’t fathom what happened — or rather didn’t happen. What went wrong, Atticus?

Toward the end of the trial, the father of the alleged victim, a disreputable white man named Bob Ewell, took the stand after being called by the prosecution. He described what he witnessed the night of November 21, 1935 as he returned home from the woods. “[J]ust as I got to the fence I heard Mayella screamin’ like a stuck hog inside the house—.” Mr. Ewell went on to point to the defendant, Tom Robinson, who was seated next to his attorney, Atticus Finch, and to exclaim, “I run up to th’ window and I seen…I seen that black nigger yonder ruttin’ on my Mayella!” The language used and the events described caused a disturbance in the packed courtroom.

Minutes later, Mr. Ewell’s testimony continued with a question by the prosecutor. “Mr. Ewell, did you see the defendant having sexual intercourse with your daughter?” The witness answered with certainty, “Yes I did,” and then stated that he had a clear view of the room as his daughter was being raped by the defendant. Finally, the angry father confirmed, “I sawed who he was, all right.”

Upon cross-examination, Atticus Finch established several points, the key being that Mr. Ewell was left-handed. This was potentially relevant, as other evidence showed or implied that Mr. Ewell was a mean and perhaps abusive drunk, and that his daughter’s injuries were largely on her right side — and thus arguably inflicted by a left-handed attacker.

The next witness to be called was the alleged victim herself, Mayella Violet Ewell. Other than being a member of the unpopular Ewell family, there was no indication in the book that Mayella herself was particularly disliked. Rather, she was presented as a young woman born into an unfortunate situation; into a family with no means, no motivation, and no role models.

Mayella agreed that she’d peripherally known the defendant for years, as they were neighbors. She testified that on November 21, Tom Robinson had been walking by her home when she asked him to assist her in chopping an old piece of furniture up to be used as firewood. Instead of helping her as asked, however, he attacked and raped her. “[A]n ‘fore I knew it he was on me….He got me round the neck, cussin’ me an’ sayin’ dirt—I fought’n’hollered, but he had me round the neck. He hit me agin an’ agin—.” “Then what happened?” the young Ms. Ewell was asked. She replied, “I don’t remember too good, but the next thing I know Papa was in the room a’standin’ over me hollerin’ who done it, who done it? Then I sorta fainted an’ the next thing I knew Mr. Tate was pullin’ me up offa the floor and leadin’ me to the water bucket.” (Mr. Tate was the sheriff.)

Tom Robinson later testified, denied that he had committed any type of crime or improper action, and reluctantly explained that it was he who had fended off Mayella’s sudden advances. Atticus Finch demonstrated to the jury that Mr. Robinson had a particular physical impairment of his left arm and hand, which made it less likely that he could have carried out the attack as described. During closing arguments, Mr. Finch emphasized to the jury that the evidence of guilt was unreliable, and implored the jurors not to assume guilt merely because of the color of the defendant’s skin. He also commented, “Her father saw it, and the defendant has testified as to his remarks. What did her father do? We don’t know, but there is circumstantial evidence to indicate that Mayella Ewell was beaten savagely by someone who led almost exclusively with his left.” Despite Mr. Finch’s efforts, Tom Robinson was found guilty after perhaps six hours of jury deliberations.

At first, I expected Atticus to pounce on it during cross-examination of Mayella, for that would be what most lawyers would do. However, some lawyers (this writer being one of them) prefer not to emphasize such “gotcha!” testimony during cross, but rather save it for closing argument. (Why bring it up during cross, which only gives the opposition the opportunity to try to completely correct the problem or at least minimize the damage with additional evidence?) Thus, I thought “Ahhh, the wise Atticus Finch will keep this nugget in his pocket, polishing and savoring it until the moment is absolutely right, until the jury is hanging on his every word, his every motion. Of course!” Although it was one o’clock a.m. when I read this part of the book, I folded page 206 in order to mark it, the way I’d have asked a court reporter to mark a piece of testimony during a real trial. I then read through closing arguments before going to sleep, a sleep literally troubled by what turned out to be missing from Atticus’ closing argument.

The next morning, I explained my thinking to my wife. She looked at me, trying to determine if I was actually being clever (for a change) or if I mistakenly thought I was being clever. Eventually she nodded in agreement, and her face took an expression of slightly puzzled thoughtfulness as she subconsciously continued to nod her head ever so slightly up and down.

Perhaps some of you reading this knew where I was going before you read more than a sentence of two of this commentary. Others may have picked up on it a few hundred words ago, while some of you, appreciated readers, are still waiting to hear what, to me, seems a blatant and damning error by the esteemed Atticus Finch. Well, let’s get to it.

Bob Ewell testified very clearly that he saw Tom Robinson attacking and raping his daughter. Further, he then watched as Mr. Robinson, his long-time neighbor, exited the Ewell house and ran off. We have Mr. Ewell’s own words that he “sawed who it was” and we know that he pointed to the defendant when he exclaimed, from the witness stand, “I seen that black nigger yonder ruttin’ on my Mayella!” That’s a perfectly straight forward and positive, first person, eyewitness identification, offensive language notwithstanding.

However, what did Mayella Ewell testify regarding her father and his words and actions at the time of the alleged crime? She made a general statement that she didn’t “remember too good” what happened immediately after the rape, but then testified with specificity as to what she did remember. “[B]ut the next thing I know Papa was in the room a’standin’ over me hollerin’ who done it, who done it?” (emphasis added)

That question mark means everything here. The father, who testified so emphatically that he was an eyewitness to the defendant’s rape of his daughter, was reportedly yelling and asking that very daughter who had raped her. This could have been, should have been, the moment, or at least should have led to the moment of the trial. The “gotcha” moment, the “now we all know you’re a liar” moment, the “not even you, ever-suspect jurors, can now mess this up” moment. Yet somehow, it was not. Atticus Finch missed the key bit of testimony and its significance. The otherwise competent, even inspiring, country lawyer let his client down and, we may even feel, let us down.

The Finch’s neighbor, Miss Maudie, reflected that it was impressive that Atticus had at least given the all-white, biased jury reason to pause on its way to unfairly convicting the defendant. “And I thought to myself, well, we’re making a step – it’s just a baby step, but it’s a step.” Well said, but under further consideration, we may be left to wonder if that baby step could have or should have been a leap.

I still can’t decide if I like Atticus Finch more now than I would had he been better, had he pulled off the miracle. At least he wasn’t perfect, as we surely are not. I dare say we are no better than Mr. Finch was, and we should remain thankful for him, stunning error and all.

Jason A. McGrath, along with Attorney Jim Spielberger, owns McGrath & Spielberger, PLLC, a small firm with a large geographical reach.  He spent five years as a criminal prosecutor, followed by eight years as a litigator in a private firm in which he was a partner. Mr. McGrath now focuses on business law matters (including disputes), and mortgage dispute / foreclosure cases. The Firm overall also handles tax issues, estate planning matters, and various other types of cases.  ⏹

https://www.ncbar.gov/media/121077/journal-16-1.pdf#page=6&zoom=page-fit,-323,792

Posted in atticus finch, Civil Rights, lawyers, Life and the Law, malpractice, practice of law, race, The Legal Profession, to kill a mockingbird

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