Receiving a negative Google review can be frustrating for your business, especially if you have worked hard to establish a strong online presence. While completely removing a negative review is not guaranteed, there are some legitimate steps you can take to manage this situation without falling victim to a scam. In this blog, we will guide you through these steps and share recommendations to manage those negative Google reviews.
Can You Remove a Negative Google Review?
It is important to understand that removing a negative Google review is not guaranteed. Only certain reviews that violate specific guidelines from Google’s strict policies can be removed. There are many misconceptions about removing reviews, and businesses can be misled by services that guarantee results.
The most straightforward method to address a negative review is to reach out directly to the reviewer and ask them to remove or revise the review. The reviewer might be open to modifying their feedback if their issue can be resolved.
When contacting a reviewer, remember to maintain a polite and professional tone. Acknowledge their concerns, show empathy, and offer to address the issue further if necessary. This method can help resolve the issue and demonstrate your commitment to customer service.
Three Ways to Address a Negative Google Review
1. Respond Professionally to Their Review
Many reviewers might not be open to erasing a negative review, and asking them directly might only worsen the situation. Instead of asking to erase or modify their review, you can respond professionally and with empathy.
It is important to recognize their concerns but avoid getting into specifics about their case to stay HIPAA compliant. Show that you understand by thanking them for feedback and discussing their experience privately. This will demonstrate your commitment to customer service and genuine value from patient feedback.
2. Flag the Review as Inappropriate or Fake
If the review violates Google’s strict policies, such as being inappropriate, fake, or even containing hate speech, you can flag it for removal. Google allows business owners to report reviews that break its policies.
Here’s how to flag a review:
- Click the three vertical dots next to the review.
- Select “Flag as inappropriate.”
- Follow the prompts to submit your request.
Certain types of reviews that qualify for removal are those that contain offensive language, fake reviews, or anything that violates Google’s content guidelines. Remember that the review process may take time, and removal is not guaranteed. Here is the list of prohibited and restricted content.
3. Use the Google Review Management Tool
Google provides a Review Management tool that helps businesses handle their reviews more efficiently. Another feature is that it can track the status of the reviews you have flagged. You can access the Google Review Management Tool here.
Watch Out for Review Removal Scams
Beware of companies that promote services to remove all negative reviews and promising outcomes they cannot control. Many businesses fall victim to scams that claim to offer guaranteed review removal. Google does not offer a guaranteed method to remove reviews unless they violate a specific guideline, so be careful when looking for third-party assistance.
Avoid these scams:
- Promises of guaranteed review removal.
- Requests for payment in advance without clear terms.
- Lack of transparency about their methods.
If you do not feel comfortable with a service level agreement, it will be best to use Google’s tools or consult a reputable digital marketing agency such as Kaleidoscope. Kaleidoscope specializes in ethical review management and can help guide you through the best practices for handling negative feedback.
Google’s Stance on Fake Engagement
Google takes its Fake Engagement policy seriously for fake and/or incentivized reviews. Businesses cannot manipulate reviews, and violating this policy can affect your Business Profile with restrictions such as:
- Inability to receive new reviews for a set period.
- Existing reviews are being unpublished.
- Warnings are displayed on your profile to inform consumers about fake reviews that have been removed.
If these restrictions are applied, Google will notify you by email, but you can appeal their decision. For more details on their fake engagement policy, see the prohibited and restricted content list.
Google Reviews Appeal Process
You can submit an appeal if you believe that Google has incorrectly evaluated your Business Profile. The process will allow you to provide additional information, and Google will review your profile to determine whether the restrictions should be removed. You can find more information on how to submit an appeal here.
Building Trust from Reviews
While removing a negative Google review may not be possible, there are legitimate methods to address it. Whether you ask the reviewer to revise their feedback, flag a policy-violating review, or use Google’s Review Management tool, you can improve your business’s reputation. Just remember to be careful of scams and build customer trust by focusing on long-term review management.
