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What to Do With Good/Bad Google Reviews? (Complete Guide)

The other day one of my clients got a really bad review. Luckily this wasn't the first time I encountered this problem so I quickly fixed it and everything was fine!


I realized that not everyone knows what to do in these situations so I sat down and wrote this article that goes on all the ins and outs of dealing with this blemish that comes up every now and then.



I check the google reviews before I go anywhere and 90% of people do the same! Having a stupid little review standing between you and getting that next client is not something you should worry about!


If you're still not convinced a regular business gets discovered in 1,009 searches monthly! That's a lot of people looking at your reviews!




 

This is a long article so feel free to skip to the parts that you need!

 

What is a Google Review?


If you already know what a google review is, you're golden! But some of us don't, so let me explain.


Below, you can see the reviews for a dentist near me. Google reviews are attached to your business profile making them easy to find.

 


How do You See Your Business Reviews?


Simply go to your Google My Business Manager, it should look something like the photo below. Once you're there click review in the menu.

When you click on the reviews section you will be taken to the reviews page!


Can you Delete a Google Review?


Google doesn't provide a straightforward "remove" option for its reviews. Instead, there are just two methods for getting rid of a review. The reviewer (aka author) may remove it, or your company may "flag the review as improper." By flagging the review, you can inform Google that it is phony or that it doesn't follow Google's review guidelines.


Even though Google has bots that look through reviews to make sure that there is nothing inappropriate or spammy some things still go through. When this happens we flag the review and google reviews our report and usually delete it.


Methods for Managing Google Reviews


  1. Ask Customers to Delete their Review The customer may respond positively to your team's comment but choose to leave the review up anyway. They may think the matter is closed and that other users will see the review as an example of your great customer service. While we appreciate the sentiment, you and I both know we'd rather have the review removed so other customers only see the positive experiences at your company. In these situations, get in touch with the customer to ask them to take down the review. If at all feasible, send them a private note via email so they won't feel pressed to comply with your request. Thank them for reading your response, and then inquire with them if they would consider having the review removed in light of their most recent interactions with your business. Make careful to be patient and refrain from placing any expectations on the client.

  2. Respond to the Review Responding to a bad customer review is the best course of action. A sincere apology might help change a potential customer's opinion of your brand if your team committed a mistake that led to a bad review. If the review is favorable, a thank-you response also has an effect. Customers don't want to appear to be the bad guy when your team reacts with a courteous comment. Keep in mind that these reviews are public for the customer as well as your company.

  3. Fix the Problem that the Customer Has Although it may seem obvious, clients frequently post unfavorable reviews because their initial requirement for your company was not met. For instance, you might like a restaurant's service but detest the meal they offer you. Even when you don't have a problem with the restaurant's employees, pardon the pun, your evaluation is still taken into consideration. It's critical to acknowledge the issues customers are bringing up in your bad reviews and take steps to address them. Once you've done that, get in touch with the customers who gave you bad feedback to see if they'd be prepared to try your goods or services once more. Make it known that you have taken action to make up for past errors and that you still appreciate your customers' connection with your company. This encourages a customer-centric culture for your brand's reputation, even though you might not win over every consumer.

  4. Follow Up Customer service gurus frequently mention that 85% of customers think reviews older than three months are meaningless. This statistic, however, fails to mention the fact that these previous reviews continue to affect your company's overall Google ranking. This rating is crucial because 52% of customers will not make a purchase from a company with a rating of less than 4. Further, when your firm expands and changes over time, a lot might happen. Two years ago, a Google review might not have been as accurate as it is now. Ask the individual to update their post if they are still active by contacting them through the review. Alternately, give them a reason to try your product or service once more in exchange for a fresh evaluation.




Not all reviews need to be deleted, if your business is at fault, be accountable and kindly ask for forgiveness! Things happen, the key is to accept when you're wrong and pat yourself on the back when you do a good job.

​Respond

​Flag

Write a response as the owner

​Ask google to remove the review

Before you flag a review make sure that it's not something you did to upset a customer. If you submit a flag on a review that is 100% accurate or you truly didn't do a good job google won't approve your flag.


Things that you should flag


Illegal Content

Some spam reviewers will offer products or services that are prohibited in some places. In order to combat this, Google forbids users from publishing reviews that have links to sites or email addresses that offer illegal goods for sale. This also applies to pictures that advertise goods or special deals.


Inappropriate/Offensive/Explicit Content

Any content that Google finds to be "obscene, profane, or insulting" will be removed. Additionally, reviews that contain threats or derogatory remarks will be deleted. To safeguard the reputation of your brand, make sure to flag any reviews that resemble these right away.


Conflicts of Interest

Google seeks to be as unbiased as possible in its reviews. Furthermore, you are not permitted to publish a review of a business that you are affiliated with or own. Additionally, posting a review of a rival is prohibited because doing so would let you influence their rating in your favor.


Impersonation

Google places high importance on reviews that are accurate. It doesn't want to give its users misleading information or misrepresent a company. As a result, the reviewer of every Google product must publish the review. You cannot claim to be someone else while submitting your review or publishing the review on their behalf.


Unrelated Comments

Google wants to make sure that the information its users receive about your company is correct. Therefore, you should flag any reviews that don't relate to your company or a customer's experience and ask Google to delete them.


Drawbacks of Reporting a Google Review


As you may expect, this approach takes time and doesn't ensure that your review will be deleted. It's also impossible to predict when it will be taken down, even if Google decides to do so. If you wait for Google to fix the problem, your company can lose thousands of clients during that period.


The fact that Google won't just delete a bad rating is another huge drawback. The purpose of Google reviews is to offer users objective feedback based on the experiences of other customers. Google encourages its users to be aware of any bad user experiences. Therefore, the chances of getting a removal aren't in your favor if you're dissatisfied with a customer's opinion.


Instead, if you want to get rid of a negative Google review, your customer care team or marketing agency needs to take action.


 

How to Respond to a Review?


As a manager, this is something I do often. It's simple, just ask for forgiveness and if there is a reason you did a poor job explain it just like you would to your friend! Honesty is key!


For reference, below I've put together some tips and examples for each type of response! Click on the one you're interested in to expand and read the full recommendations.

Responding to Negative Reviews

Here is how I did it:


Tips:

  • Start by apologizing and thanking the reviewer for contributing.

  • Recognize the consequences of the unfavorable event so that the reviewer knows you comprehend what transpired thoroughly.

  • If applicable, provide a justification for what transpired rather than an apology (e.g., "We're sorry we didn't have a contingency plan in place to bring you what you needed because our vehicle was in an accident and couldn't get your order on time").

  • Describe what you'll be doing to make sure the issue is resolved and doesn't arise again.

  • Include the next steps and, if necessary, your email address so that the reviewer can contact you if they wish to talk more.

  • Before concluding, thank the reviewer and extend your sincere apologies

Responding to False/Inaccurate Reviews
Responses to Mixed Good/Bad Reviews
Responding to Positive Reviews

 

How to Report a Review to Google?





2. Click 'Reviews' on the Menu



3. Find The Review You Want to Report and Click the Dropdown Menu



4. Click "Flag as inappropriate"




 

What's Next?


Here's a breakdown of what we covered.




That's a lot of things! I hope that you were able to follow along with me and implement these strategies to optimize your google reviews!



If you have any questions or want to request an article topic you can always reach me at: andrewputilin.reach@gmail.com



Thank you for reading! Peace✌



P.S. I would really appreciate it if you share this article, feel free to link in on your articles! Copy link to this page


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