How to Take Off a Bad Review On Google
If you are the owner of the business that has received a bad review, there are different ways you can go about getting the review removed or even different strategies you can take in dealing with this issue.
Reviews are increasingly important for attracting customers. More and more people consult online reviews before trying a product or service. Positive reviews provide social proof that’s often more effective than advertising. However, almost all businesses also have to deal with negative reviews. How do you respond to these? Let’s look at some guidelines to help you deal with bad reviews.
Monitor Your Reviews
It’s essential that you stay informed on reviews about your business. If you don’t know when people are mentioning your business, you can’t take steps to manage your reputation. It’s also essential to respond in a timely manner, especially when there’s a complaint. If you wait too long to respond, your reputation can suffer. Aside from the complaint itself, readers may conclude that you don’t care about their opinions.
Depending on your type of business, people may write reviews on a variety of sites. Make sure you monitor reviews on any site that’s relevant to your business. Set Google Alerts for your business name. If you work with a digital agency or reputation management service, they can monitor reviews for you. This way, you can respond immediately when someone writes a negative review.
Respond in a Polite and Reasonable Manner
It’s never a good policy to ignore reviews, whether they’re positive or negative. If people are complimenting you, it’s important to acknowledge and thank them. If they’re criticizing you, it’s equally important to show them, as well as everyone else reading the reviews, that you care and are committed to doing better in the future. Always respond in a polite and professional manner.
One thing you want to avoid is getting embroiled in a conflict with an angry reviewer. You can’t win in such situations. Even if the reviewer is coming across as rude and unreasonable, keep your cool. Respond to the specific issues, not the person’s tone. Even if he or she gets personal, make sure you stay professional.
Find a Way to Solve the Problem
Whenever possible, don’t just apologize for a mistake but actually solve the customer’s problem. Offer a refund, exchange, or coupon. Some customers write their reviews in a huff and don’t bother to research your policies or read the small print. For example, suppose you’re selling an item of clothing and the customer claims it doesn’t fit properly. If you offer exchanges, all the customer has to do is change the item for another size. Make sure you’re always polite so everyone reading your response, as well as the customer, understands that you stand behind your products.
If it’s a simple matter of a refund or exchange you can, as noted, simply tell the customer to request this. However, if it’s anything more complicated, the best approach is to discuss the matter somewhere off the review site. Invite the person to call or email you about the matter. If you can locate the transaction and have the customer’s information on file you might even proactively contact him or her. Many customers appreciate it if you take the trouble to rectify a situation. In many cases, they’ll even retract the review or write an update. However, don’t pressure people to do this. You never want to come across as desperate for a positive review.
Should you go above and beyond your stated policies to pacify a disgruntled customer? This is a personal decision and one you have to base on factors such as your costs and the nature of the complaint. You could offer someone a special coupon, discount, meal, or complimentary service depending on what kind of business you have. In your efforts to please customers, keep in mind that some people will take advantage of you. For example, there are “serial refunders” who order products, use them for a while, then request refunds. Despite this, in the long run, it’s better to build your reputation as someone who’s willing to go the extra mile for customers even if a few scammers take advantage of your generosity.
Dealing With Dishonest or Fake Reviews
Some bad reviews are from customers with genuine complaints. Others are from people who are hard to please. Yet sometimes trolls or unscrupulous competitors write bad reviews solely for the purpose of damaging your reputation. A typical example of a fake review is when someone who never ordered your product or stopped in your business writes a bad review.
If you’re wondering how to take off a bad review on google if you suspect someone is unfairly targeting your business, you may be able to get the review removed. This, however, depends on where the review appears. Some sites, such as Yelp, have a policy of not removing reviews unless they violate the TOS. On such a site, unless the reviewer is blatantly abusive (e.g. uses profanity or racial slurs), the review will probably not be removed. In this case, you can always respond by pointing out that you have no record of the transaction. You should also correct any falsehoods in the review. Once again, keep your temper in check. This can be hard when someone is smearing your reputation but it’s in your best interest to keep things on a professional level.
You can, in some cases, get fake reviews removed from Google. If you suspect a fake review, Google provides a form to fill out. Businesses always have the option of threatening reviewers with a lawsuit. Keep in mind, however, that this is an extreme response that can backfire when it comes to reputation management. You don’t want to give the impression that you’re trying to silence critics.
Don’t Take Negative Reviews Personally
If you’re in business long enough, you’re sure to get some negative reviews. Do a search for any company in any industry and you’ll find plenty of negative as well as positive reviews. What you want to look for are patterns. As long as the bulk of your reviews are positive, you’re doing something right. You surely want to pay close attention to negative reviews and respond to them but don’t take them personally. Recognize that you’ll never be able to please everyone.
Learn From Bad Reviews
In some cases, negative reviews provide you with valuable information on how to improve your business. If someone points out a genuine issue that needs addressing, take a close look and make improvements. As painful as it is, read reviews as objectively as possible and ask yourself if there’s any merit to what the person is saying. This is particularly true if multiple reviewers complain about the same issue. For example, if several people say one of your customer service reps is rude, there may be something to it. In such cases, apologize and do whatever you can to remedy the situation.
Conclusion: How to Take Off a Bad Review On Google
No one likes negative reviews. They are, however, an inescapable reality for any business with an online presence. Rather than hiding from bad reviews or responding to them emotionally, learn what you can from them and take whatever actions you can to satisfy your customers. Doing this will, over time, enhance your reputation in spite of a few negative reviews.
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