Dealing with Bad Reviews

In today's digital age, online reviews play a pivotal role in influencing consumer decisions. When potential customers are looking to hire or buy from a business, they often turn to these reviews for insights and guidance. As a business owner, it's crucial to manage your online reputation effectively, and that includes addressing negative reviews. In this guide, we'll explore how to deal with bad reviews and even explore options for removal.

Responding to Negative Reviews with Professionalism and Care

Step 1: Apologise and Sympathise

When a negative review surfaces, your initial response should be one of understanding and empathy. Regardless of whether the customer's concerns are valid or not, showing sympathy for their bad experience is essential. A simple apology can go a long way in diffusing tension. For instance, you could start with, "I'm sorry to hear about your bad experience."

Step 2: Inject a Bit of Marketing into Your Response

While addressing the issue, take the opportunity to highlight your business's strengths. Emphasise what your customers usually experience and express regret that you fell short in this instance. For instance, "We're normally known for our exceptional attention to detail, and we regret that we missed the mark."

Step 3: Transition the Conversation Offline

To resolve the issue more effectively, offer the customer a chance to discuss it privately. Provide your contact information and invite them to connect directly with you or a designated representative. For example, "My name is [name] and I am the [Owner / Manager]. I would love to discuss your experience further; please contact me at [phone number/email]."

Step 4: From Unhappy to Happy

After addressing the customer's concerns and making amends, consider politely asking them to reconsider their negative review. Explain how online reviews impact your business and kindly request an update or removal of the review. A possible approach could be, "If you feel your experience with us has changed, it would mean a lot if you removed or updated your Google review."

Can You Remove a Google Review?

The short answer is yes, but it's not a straightforward process. Google has specific guidelines regarding prohibited and restricted content for reviews. These guidelines cover various reasons for removing a review, including spam, off-topic content, offensive content, impersonation, and bias.

For the full list of Google's guidelines, you can visit Google's policy page.

How to Flag a Review for Removal

If you believe a review violates Google's guidelines, follow these steps to flag it for removal:

• Log into Google My Business.
• Select the location (if you have multiple).
• In the menu, click on "Reviews."
• Find the review you wish to flag and click the three-dot menu.
• Select "Flag as inappropriate."

Please note that it may take several days for Google to review your request and determine whether the review should be deleted. Encourage others to flag the review as well, as this can draw more attention to it.

If flagging the review doesn't yield results, you can also contact Google's support for assistance. To do this:

• Visit Google's Business Support.
• Scroll down and select "Contact us."
• Choose "customer reviews and photos," then "manage customer reviews."
• Select your preferred method of contact: phone, web chat, or email.

With Google's support, you can expect help within 24 hours. Having a screenshot of the review in question ready can be helpful when contacting them.

Exploring Legal Remedies

While involving lawyers is not the first choice, it's an option if the review violates the defamation act or other applicable laws. In some cases, pursuing legal action may be warranted, as demonstrated by a recent case where a dentist received a $170,000 payout for a one-star Google review.

Softening the Impact of Negative Reviews

If you find yourself unable to remove a negative review and legal action isn't viable, consider these strategies to lessen its impact:

Responding with Further Messaging

Engage with the customer through additional messaging, explaining the efforts made to address their concerns. Demonstrating your commitment to resolving issues can positively influence public perception.

Gather More Positive Reviews

Boost your online reputation by encouraging satisfied customers to leave positive reviews. Recent reviews often carry more weight, so aim to overshadow the negative review with a flurry of positive ones.

Use Review Building Services

Implementing review management software can deter customers from leaving negative reviews by providing a channel for them to voice concerns privately before going public. This proactive approach can help you address issues before they escalate.

Dealing with bad reviews can be challenging, but with the right strategies, you can turn these challenges into opportunities for improvement and growth. Remember, it's not just about removing negative feedback; it's about showcasing your commitment to customer satisfaction and continuously enhancing your business's reputation.

For more insights on managing your Google My Business profile and online reputation, check out our complete guide on the subject.

Ready to take control of your online reputation? Contact us today to learn more about our review management services and start building a stronger online presence.