With platforms like Google Business Profile becoming the go-to source for customer feedback, negative reviews can significantly impact your brand’s image and, ultimately, your bottom line.
What do you do when a scathing review pops up on your profile? Allow the experts at LinkNow Media to walk you through the process.
This guide will explore how to handle negative Google Business Profile reviews, the common reasons people leave them, when you can have them removed, and how to respond effectively when a review is legitimate.
Why Do People Write Negative Reviews?
Before diving into how to address negative reviews, it’s essential to understand why they occur in the first place. People leave negative reviews for a variety of reasons, often stemming from a perceived bad experience.
Here are some common causes of negative reviews:
- •Poor customer service: If your customers feel they were treated rudely or their concerns weren’t addressed, they’re likely to vent their frustrations online.
- •Unmet expectations: Sometimes, your customers might have unrealistic expectations, and when those aren’t met, they might leave a negative review, even if the service or product was objectively fine.
- •Miscommunication: A lack of clear communication about pricing, timelines, or what the service includes can lead to misunderstandings, leaving the customer feeling cheated or disappointed.
Understanding these motivations can help you better address complaints and improve your business practices to minimize future negative reviews.
What Reviews Can You Remove From Google?
Not all negative reviews are fair or legitimate. Google has clear guidelines on the types of reviews that violate their policies, and you can request the removal of reviews that fall into these categories.
Here are the different types of Google review violations you can request to have removed.
Spam and Fake Content
Reviews containing irrelevant content or reviews posted by bots to manipulate ratings can be detrimental to your business.
Examples of this include:
- •Reviews written by non-customers—often paid or automated—praising or criticizing your business without any real experience
- •Reviews meant to distort ratings with random text, unrelated product mentions, or nonsensical phrases
- •Identical reviews posted multiple times across different profiles to artificially inflate or deflate ratings
Offensive Content
A review might include derogatory comments aimed at your staff or business, use racist or sexist language, or launch personal attacks entirely unrelated to the service or product provided. Such reviews are hostile toward your business—and they violate Google’s policies, too.
These are the options that you'll see when reporting a review on Google.
Content That Creates a Conflict of Interest
When reviews are submitted by those with a personal interest in the business—whether competitors, staff members, or paid reviewers—they create a conflict of interest.
A conflict of interest occurs when the person leaving the review stands to gain or lose from the outcome, making the feedback biased and unreliable. This can distort the overall perception of the business, as these reviews may not reflect the true experiences of actual customers.
Restricted Content
Any review that references illegal activities, or contains material that violates Google’s content policies, is considered restricted content.
Off-Topic Reviews
Sometimes, reviews veer off course, focusing on unrelated subjects like political opinions or personal stories instead of your business.
Advertising and Promotional Content
You can have reviews removed if they include links to other websites, promotional content, or blatant advertising.
How Do You Remove Negative Reviews?
If you encounter a review that violates any of the above-listed guidelines, you can request its removal through your Google Business Profile. Thankfully, it doesn’t take too much work.
The steps are as follows:
- Find the review: First, go to your Google Business Profile dashboard and select the location associated with the negative review. Scroll through the reviews to find the one that violates Google’s policies. With any luck, you should have no trouble finding this unsightly review.
- Flag the review: Click on the three vertical dots next to the review. Then select “Flag as inappropriate.”
- Provide details: Google may ask for additional details about why you believe the review violates their policies.
- Wait for Google to assess the request: After flagging the review, Google will assess your request. This process can take several days to a few weeks, so be patient. If the review isn’t removed within a reasonable time, consider contacting Google support for further assistance.
It’s important to note that not all negative reviews will qualify for removal. Legitimate reviews that reflect a customer’s true experience, even if they’re harsh, will generally remain on your profile.
How Should You Handle Legitimate Complaints and Criticisms?
When you can’t get a negative review removed, or if the review is legitimate, the next best step is to respond to it professionally and constructively.
Here’s how to handle genuine complaints and criticisms.
Respond Promptly and Acknowledge the Issue
Consumers are much more likely to use a business that replies to all of its reviews. A quick response shows that you care about your customers’ experiences and are willing to address issues. Aim to respond within 24 hours if possible.
Start by acknowledging the customer’s concerns. Even if you disagree with their perspective, recognizing their experience is crucial to de-escalating the situation. Start with something along the lines of, “Thank you for bringing this to our attention. We’re sorry to hear about your experience and would like to address the issue.” Feel free to customize it if you wish!
Offer a Solution
Depending on the nature of the complaint, offer a practical solution, such as a refund, discounts on future service, or an opportunity to discuss the issue further.
For more complex issues, suggest continuing the conversation via phone or email. This can prevent further public negativity and allows for a more personalized resolution.
Always Be Polite and Professional
No matter how unfair or inflammatory the review might be, always respond in a calm, polite, and professional manner. This helps to diffuse the situation and shows other potential customers that you handle complaints with grace.
Learn From the Feedback
Bad reviews can convince customers to avoid a business, highlighting the importance of addressing and learning from negative feedback to prevent potential customer loss. Try to use legitimate negative reviews as a learning opportunity to grow.
Encourage Positive Reviews
To offset the impact of negative reviews, encourage satisfied customers to leave positive feedback. This can help improve your overall rating and provide a more balanced view of your business.
Some of the ways you can encourage clients to leave positive reviews include:
- •Sending follow-up emails with a review request
- •Offering incentives for leaving reviews
- •Providing in-store or in-app prompts
- •Making the review process simple and accessible
- •Highlighting the importance of reviews to your customers in person
Turn Your Negative Reviews Into Positive Outcomes
Negative online reviews are an inevitable part of doing business, but they don’t have to be a disaster. By understanding what inspires these reviews, knowing how to remove those that violate Google’s policies, and handling legitimate complaints with professionalism, you can protect your business’ reputation and even turn a negative experience into a positive one.
Responding to negative reviews—and avoiding the practices that can lead to reviews—is a tiresome game. Thankfully, digital marketers like us are always here to help. If you want to boost and protect your internet presence, reach out to LinkNow Media.
