By“No one was answering the phone. Yes, it was after business hours, but that’s no excuse! One star!”
Have you ever seen a review on your Google Business profile that’s so unfair that you just scratch your head and wonder what’s wrong with some people?
Don’t worry.
Every business owner faces negative Google reviews at some point, many of which are spam, fake, or completely unrealistic.
As any business owner knows, Google reviews are crucial to the success of a business.
Positive reviews attract more customers and build a foundation of trust, while negative reviews tell potential new customers the same thing: stay away.
For this reason, it’s essential to monitor your Google Business profile and learn how to respond to or remove negative reviews.
That’s the purpose of this guide.
In this guide, you will understand the following processes:
- Removing negative Google reviews
- Responding to the authors of these reviews
- Recovering after the whole incident
I call these basic steps the three R’s:
- Remove
- Respond
- Recover
The impact of negative Google reviews
Before getting into the three R’s in detail, it is essential to understand how and why negative Google reviews harm your business.
Losing customer trust
Initially, these reviews can change the perception of potential new customers.
Imagine a business owner has opened a new restaurant. In the first week, the waiter accidentally serves the wrong dish to a customer. The customer gets shrimp fettuccine instead of lobster. The waiter quickly corrects his mistake and brings the right dish. Everything is fine.
But this is not enough for the customer. They return home after finishing every bite of their dish and leave a one-star negative review.
One star? When you’ve eaten every bite?
In this example, the customer has left an unfair Google review that does not accurately reflect the quality of the restaurant nor their experience.
They don’t mention the great food, don’t mention that it was the restaurant’s first week, nor that the waiter corrected the mistake promptly. They just mention the mistake. Unfair, right?
Absolutely. And now, this review is just the third review on the restaurant’s Google Business profile.
Now, other potential customers will see this review and it will impact the restaurant’s overall Google rating. They may decide to go to another restaurant instead.
Impact on Search Engine Visibility
Negative Google reviews can also impact your business’s visibility on the Google search engine.
Loss of customer trust leads to lower click-through rates. Because search engine algorithms take user engagement metrics into account, a decrease in trust can lead to lower search engine visibility.
Long-term consequences
When trust levels drop and SEO metrics decline, your business can suffer long-term damage – especially if negative reviews pile up.
Your business’s Google rating can suffer severely, negative word-of-mouth buzz will increase, and customers will stop coming. Soon, your restaurant will be on the verge of closing in less than a year. And it all started with one bad review.
That’s why dealing with these reviews is of utmost importance. Let’s now discuss the first R of removing negative Google reviews.
How to Remove Negative Google Reviews
In some situations, you can remove negative Google reviews.
The first situation is when the review is fake, spam, or misleading. In these cases, you are dealing with fraudulent content that does not in any way reflect well on your business. You may be the victim of “review bombing” from a competitor.
The second situation is when a review violates Google’s Review Guidelines. For example, Google looks for:
- Spam and fake content
- Misleading information
- Off-topic content
- Prohibited content
- Illegal content
If a review violates these limits, you have every right to have it removed. Here is the process for removal:
1. Flag the review: The first step to removing a negative Google review is to flag the review and report it directly to Google. Also, explain why you want it removed (e.g., misleading content, spam, etc.).
2. Contact Google Support: Sometimes flagging a review doesn’t work. The next step is to contact Google Support directly. Google’s support team is often quick to respond and can address your concerns.
3. Consider legal options: In some serious cases, you may want to consider legal options. For example, is the review defamatory? Is it threatening? Does it incite violence? In such cases, you have the right to take legal action.
Also, you can contact the reviewer directly and request that they remove the review. This brings us to the second of the three R’s: Respond.
How to respond to negative Google reviews
Negative Google reviews can affect your business’s image. When potential customers think about engaging with your business, these reviews are the first thing they look at.
But do you know what else they see?
Your response to those negative reviews.
Responding to negative reviews is very important. This can help you regain the trust that was weakened by that negative review.
New customers see that you are a business that takes their customers’ concerns seriously. This way you can turn a negative situation into a positive one.
The steps below explain how to respond to negative reviews on Google:
1. Acknowledge the problem
The key here is to show empathy with your customers. Understand their complaint and show that you are willing to listen to them. This makes it clear that you value customer feedback.
2. Apologize
I know, apologizing can be hard. But as a business owner, you have to be held to a high standard. If your business is at fault, offer a sincere apology and state that you vow to do better in the future.
3. Offer a solution
Now comes the most important part: offer a solution to the problem. This could be in the form of a future discount or a free product. Or it could be as simple as replacing a faulty product for free. Whatever the solution, make sure it’s the right response to the customer’s initial complaint.
4. Make the conversation private
Finally, encourage the customer to continue the conversation offline after the negative review. That way, you can continue the conversation in private and discuss solutions.
A few important “don’ts”:
Don’t get defensive: Never react defensively. This can make the situation worse and potential customers may view your behavior as immature.
Don’t ignore the review: Ignoring a negative review can be a big mistake. New customers want to see a business owner who shows empathy, and dedication, and goes the extra mile to solve customer problems.
By following these steps, you can effectively handle negative reviews and maintain your business’ reputation.
Recovering from a Negative Google Review
Okay. You’ve either removed or responded to that negative Google review. Now comes the part that’s often overlooked: recovering. You need to learn from the entire process so your business can be stronger.
Moving forward, adopt the following techniques to get your business back to where it was before the review.
1. Strengthen Customer Relationships
Connect with satisfied customers. Did they like your product? Did they have a great experience at your restaurant?
If so, ask them to leave a positive online review for your business. Don’t force it, but do explain how much you’ll benefit from it.
Also, feel free to implement any feedback you receive. Constructive criticism is the backbone of the rebuilding process.
2. Enhance your online presence
Use the whole experience to strengthen your business’s online identity. For example, working with a reputation management company can help you rebuild your business, improve your SEO, and garner more positive reviews.
Such companies can also help you monitor and remove negative Google reviews in the future.
Deal with negative Google reviews professionally
Negative Google reviews are not something to take lightly.
They can often cause extreme anxiety in a businessperson.
If negative reviews aren’t addressed, the consequences can quickly become severe.
That’s why it’s so important to apply the three R’s to handling negative Google reviews:
- Delete
- Respond
- Recover
By following these techniques, it’s much easier to deal with negative Google reviews professionally.
Frequently Asked Questions (FAQs) About Negative Google Reviews
1. What impact do negative Google reviews have on my business?
Negative reviews can affect the perception potential customers have of your business. They weaken your business’s reputation and can also negatively impact your online visibility and SEO.
2. Can I remove a negative Google review?
Yes, if a review is fake, spam or misleading, or violates Google’s review guidelines, you can request that it be removed. To do this, flag the review and provide the necessary reasons.
3. How should I respond to a negative review?
To respond to a negative review, first acknowledge the customer’s problem, apologize if necessary, and then offer to resolve the issue. Finally, encourage the customer to take further communication offline.
4. Is it necessary to respond to a negative review?
Yes, responding to negative reviews shows your commitment to your business. This gives new customers confidence that you take customer concerns seriously and are willing to resolve problems.
5. What steps should I take to recover from negative reviews?
To recover from negative reviews, seek out positive reviews from satisfied customers, implement their feedback, and use SEO and reputation management techniques to improve your online presence.
6. What should I do if a negative review is not my fault?
If the review is inappropriate or misleading, you can request Google to remove the review. Even if it is not your fault, you should respond professionally so that new customers maintain a positive opinion of your business.
7. What should I do if a customer does not respond to my review?
If the customer does not respond, you still try to handle the problem professionally. Other potential customers will see the efforts you made, which will reflect positively on your business.
8. What should I do to avoid negative Google reviews?
To keep customers satisfied, provide quality services, take regular feedback, and encourage positive reviews. Also, try to resolve customer concerns promptly to reduce the chances of negative reviews.
