It’s Monday morning. You log into your Google business profile and spot a negative review that just doesn’t seem accurate or fair. You report it, hoping Google will remove it, but to your surprise, they don’t. So, what should you do in this situation?
Check If The Review Actually Violates Google’s Content Policy
Google will usually remove reviews that clearly violate their guidelines, such as:
- Spam or fake content
- Off topic reviews
- Restricted content
- Illegal content
- Sexually explicit content
If the review doesn’t fall into one of these categories, Google may not remove it.
How Should You Respond To A Negative Review?
If you can’t get a review removed, the next best step is to respond with empathy.
Your reply isn’t just for the reviewer. It’s for everyone else who might be reading it. A friendly response shows potential customers that you care about what your customers think and are dedicated to resolving any issues.
Here’s an example of a reply:
“Hi [Name], we are really sorry to hear that you didn’t have the experience you was expecting. We always aim to do better and we will appreciate if we could speak with you, so we can understand what we can do to resolve this. Please feel free to contact us at [email/phone number].”
Even if the review feels unfair, try to be respectful in your response as it goes a long way in building trust.
Let The Positive Reviews Lead The Way
A single negative review doesn’t have to define your reputation especially if it’s surrounded by glowing feedback.
Encourage your satisfied customers to leave a review. You don’t need to be too pushy just send them a friendly reminder:
“If you had a positive experience with us, we would be really grateful if you could leave us a quick review on Google.”
When genuine customers speak positively about you, it gives others a better picture of your business and it pushes down the negative reviews.
When Should You Get Legal Advice?
Sometimes, Google may decide not to remove a review, in such cases if it contains defamatory content that could seriously damage your reputation it may be worth speaking to a solicitor.
Legal action should always be a last resort as it’s time consuming and expensive. It doesn’t guarantee results but it’s an option if your business is genuinely being targeted.
Try To Learn From The Feedback
Take a constructive approach to negative feedback even when it hurts look at it as a positive to improve your business, is there something you could have done better? Was there a misunderstanding that could have been avoided?
Final Thoughts:
It’s perfectly normal to feel a bit annoyed when you come across a negative review especially when it feels unfair and Google won’t remove it. But bear in mind, it’s just one piece of the puzzle, it doesn’t have to define your business or the great service you provide. What really makes a difference is how you respond, embracing the feedback as a chance to learn.