Positive reviews, whether on your web page, Google, or on your social media platforms, are a reliable way to attract more customers. It demonstrates to your target audience that you’re an excellent business to work with that prioritizes customer satisfaction. Numerous favourable testimonials are great for convincing people to do business with you, especially when you provide a consistent experience.
However, at times, one negative review can topple all the hard work you’ve put into building a stellar reputation for your company. It’s even worse when you have very few reviews, to begin with, with one negative one spoiling your overall score. Ignoring it will only make things worse, so you’ll want to use this opportunity to reinforce your position as a business that genuinely cares about its customers.
Here are three steps to removing a bad review:
1. Flag It as Inappropriate
The beauty of reviews is that they offer an accurate reflection of how a business conducts itself. Companies with all positive reviews might look suspicious, as some (or most) of these may be fake. However, if the negative review you received contains profanity, you can report it and file to remove it. If it is fake or false, those are also grounds to have Google take it off your business page. However, keep in mind that Google removes only reviews that violate their policy.
To remove a review, log onto Google My Business. Select the location if you have multiple branches. After that, select Reviews on the menu. Look for the feedback, click the menu with the three dots, then choose “Flag as inappropriate.” It may take Google a few days to review your request and determine whether the review merits deletion. If you’d like additional support, be sure to ask other people to flag the review as well.
2. Respond to the Negative Review
Suppose a customer was genuinely dissatisfied with their experience at your business. In that case, appealing to the author’s goodwill can allow you to flip the negative review into a positive one. It’s an opportunity for your business to demonstrate your commitment to care and excellence by rectifying a disappointing situation. It is also a chance to take responsibility for any mistake you might have made, which reassures potential customers that you are proactive in taking steps to ensure that the problem won’t happen again.
One thing you must never do in your replies is to be defensive. Make sure that you empathize with the customer by acknowledging their concerns, even if they are unfounded. Reiterate your business’s values by saying something similar to “We are usually known for our excellent service, and we regret that we missed that mark with you.” Invite them to contact you personally so that you can resolve the matter privately. Ensure that you do not include your business name or relevant keywords into your response so that search engines don’t pick it up and display it!
3. Report It to Google Small Business Support
Negative reviews with proof of false content that violate Google’s policy can be assisted by the Google Small Business Support service. Once you’ve flagged the review and responded thoughtfully to the customer, there is an option to see review is not accurate or doesn’t abide by Google’s rules.
To reach out to Google Small Business Support, contact them through google.com/business. Select “contact us” then proceed to “customer reviews and photos” then “manage customer reviews.” You can now select the method of how you want to talk to them.
When someone from the support team reaches out, you’ll have to provide evidence explaining why they must review the review.
What Counts as a Bad Review?
Bad reviews arise from an issue the customer encountered with your business, so bad reviews in itself aren’t problematic. If you focus solely on the existence of the bad review instead of addressing the issue at its root, you’ll receive even more negative feedback. Bad reviews involve criticism of the way your business treated your customer.
Should You Respond to Negative Reviews?
You must always respond to bad reviews; otherwise, people will have the impression that you don’t care about your customers’ experiences. Replying to complaints can increase your customer satisfaction process and while improving customer advocacy.
What is the Best Way to Respond to a Fake Negative Review?
Short and sweet is the ideal way to do it. Don’t be defensive. Make sure to be brief and pleasant and move the conversation to more private channels, like through email or phone calls, to resolve the problem more straightforwardly.
Bad reviews can be tough to manage, but you can quickly transform it into a favourable outcome for your business. Although it is impossible to please everyone, it’s also a valuable learning opportunity to resolve conflict strategically and diplomatically. With our guide, you’ll be ready to tackle any negative feedback that comes your way.
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