Why Is Our One Bad Google Review Always at the Top
five Steps to Prepare a Bad Google Review (or Remove a Fake One)
Editor'south Note: Blue Corona does not offer Google review removal assistance equally a stand-alone service. We love you lot and are flattered you love the states back, merely please don't telephone call and ask for assistance removing a Google review unless you are already a client with a qualifying parcel. This article will prove yous how to do it on your own, or at to the lowest degree aid you speed forth the process. Savour!
Then you got a bad Google review (or Facebook, or Yelp, or whatever else). Now what?
First step: DON'T PANIC. Stay absolutely still. Don't fifty-fifty blink. Don't…motility…a muscle…
Look—that's in case of a T-Rex set on, my bad. But the same principle applies. Don't panic, or endeavour to run away, or fight back. You lot will become eaten.
It's a business concern owner'south nightmare—you put your time, claret and sweat into the visitor y'all congenital from scratch, and ane 24-hour interval, POOF! Your hard-earned reputation is tarnished by one grumpy customer with a chip on their shoulder. Non merely that, just positive reviews are part of Google's search algorithm, and it pulls not just Google reviews, but Facebook, Yelp, and other review platforms. That means one disgruntled person—depending on how may reviews you have—tin tank your rankings.
Only Look.
There are ways to minimize the damage to your company's credibility and your website's SEO, and help ensure client satisfaction. Whenever any of my clients become a negative review, I always recommend they take these 5 simple steps:
- Don't panic
- Evaluate the situation
- Respond quickly
- If the review is fake, flag it for removal (If you already know y'all want to remove a faux Google review, skip ahead to this section. If you desire to remove a false Facebook review, spotter a video on how to do it here.)
- Rectify the situation
- Stay on top of it
Never—and I repeat, never —has this process failed me. Below you'll detect quick instructions to take yous through each footstep. Breeze through these babies and never pay for a customer's bad day once more!
1. So You lot Got a Negative Review. Don't Panic (or lash out)
A bad or fraudulent Google or Yelp review may make you lot desire to give that person a piece of your mind or grab the nearest sharp object and take a short drive. Information technology'south extremely of import that you don't do either of those things. A bad review isn't the terminate of the world—every visitor has gotten at least one.
Some inquiry has even indicated that bad reviews increment sales, and there'due south the time-tested belief that no publicity is bad publicity. So accept a deep breath, calm down, and proceed to step two.
ii. Evaluate the State of affairs
The first problem you demand to solve is if the review is real. Fraudulent reviews are sometimes left past competitors or even randos you've never met. Here's an instance of a fraudulent review a client of mine recently got:
Later on receiving a bad review, bank check your records to come across if that person really is, in fact, a customer. Information technology turned out this guy was not.
If they are a previous customer, look at what they bought. Look at the time frame of service. Listen to the client service calls. The more you know near the situation, the ameliorate equipped you are to handle it, and prevent it from happening in the future.
three. Respond to Negative or Simulated Reviews Rapidly
Even if yous know the bad review was fake, you need to respond. Here'due south why:
Remember, you're non merely pacifying the reviewer, yous're showing prospects how yous respond to customer dissatisfaction.
Regardless of the type of negative review yous got, reply rapidly. Prompt action shows prospects that you're committed to customer service. The majority of people who read your reviews are people interested in what you've got to sell. You not only demand to brand the lament customer happy, but assure future customers that the aforementioned event won't happen to them.
If someone left a fraudulent review—i.e. they've never been to your restaurant, used your production, or used your services:
- Address the complaint and apologize for the dissatisfaction
- State you can't seem to find them in your records every bit having been a previous customer
- Offer to ready their situation and give them contact information
- Flag or report the review as fraudulent
*Fifty-fifty if you flagged the review, prospects may still see information technology, or it may not be removed—this is why you lot E'er respond.
If someone wasn't satisfied with your service/product:
- Address their complaint, and own up to it, even if it'due south just half-true or 1 percent true.
- Don't brand excuses—excuses are similar assholes: we all take i and they all stink.
- If there is a legitimate reason why the service/product they received was perceived every bit sub-par, be honest about information technology, and assure it won't happen in the future.
- Offering to fix the problem
iv. If It's a Fake Google Review You Want to Remove, Flag or Dispute it
Google allows you to flag reviews that are simulated then they can remove them. Here's how:
- Open Google Maps and search for your business concern.
- Click to run into all your reviews, and observe the one you want to flag
- Click on the three vertical dots in the upper-right corner of the review, so click "Flag as inappropriate."
It doesn't end there, either. Yous accept ii more options to escalate the upshot:
- Call Google and follow upwardly on your flagged review status. Go to your Google My Business abode page. At the bottom of the carte du jour on the left-hand side there should be an selection for support. Click it.
- Get legal. If the review can exist counted as slander and imitation, you Exercise have an option to fill up out a Google form for a legal removal asking. The requirements for these are pretty high, so grab your nearest legal professional before you get this route.
5. Rectify the Situation—Fifty-fifty If It's Difficult Work
When I tell a business owner they need to alter the fashion they do things, information technology'south usually met with grinding teeth and a panicked look. I get it. Irresolute ANYTHING about the mode you do business organization can be stressful—but in this instance, it's worth it. If you keep getting negative reviews, or have gotten more than than a couple, information technology's not them—it's you lot. Yeah, there are cases when an aroused review isn't really most y'all or the company at all—possibly the customer simply had a bad day.
But those times that there was a hiccup in service or a failing product, you need to make a solid effort to fix it. Whether that means ameliorate customer service representative preparation, firing an employee, rewording offers on your website—if you aren't satisfying your customers, you have bigger issues.
half-dozen. Stay on Top of Your Negative Review
Was that fraudulent one always flagged? Was information technology removed? Did you redo that customer's service? Did you refund them?
Staying on height of what happens can actually turn your bad review into a good review. For example, if a client was unhappy with a service and y'all came right dorsum and fixed information technology, that client may alter their review from negative to positive with a lilliputian nudging. We've seen that happen NUMEROUS times. Most of the time, people leaving a bad review just desire their sh** fixed, and desire yous to be nice almost it. Information technology'due south not uncommon for people to change a 1-star review to a 4-star afterwards the owner shows a fiddling mutual decency.
If the review is on a platform that doesn't allow for changes, they might leave y'all another 1.
Avoid a Bad Review Google, Yelp, Facebook, and Other Directories
Negative reviews are usually drowned out by positive ones, then make an try to get as many reviews every bit you tin. However—the best response to a negative review is to non get one. Tighten upwards your client service. Spend a little extra on preparation for your employees.
If responding to negative reviews wasn't in your concern plan, give me a call at Blue Corona. Not simply do we offer online marketing services, we also offering amazing customer service representative training, and we will craft custom responses to every negative review your visitor gets.
About The Writer: Blue Corona's Editorial Staff is determined to help you increase your leads and sales, optimize your marketing costs, and differentiate your brand by passing on our tribal knowledge. The team vigilantly stays on top of the latest in digital marketing, bringing y'all the top insights with expert commentary. Want to see something on our weblog you haven't seen yet? Shoot united states of america an email and our marketing team will get to piece of work.
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Source: https://www.bluecorona.com/blog/fixing-bad-google-reviews/
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