Negative Google reviews can indeed be challenging, but they can also present an opportunity to demonstrate excellent customer service and improve overall satisfaction. While the instinct might be to remove such reviews, addressing them openly and constructively can often lead to positive outcomes. Engaging with the customer, acknowledging their concerns, and working towards a resolution not only has the potential to salvage the customer relationship but also to enhance your business's reputation. Embracing negative feedback as a chance to learn and grow can ultimately strengthen your business and foster trust with your customers.
Negative reviews can arise from various circumstances, and it's crucial to approach them with empathy and a willingness to learn. When faced with a legitimate customer grievance, it's essential to listen attentively and respond promptly, calmly, and empathetically. Treating each review as a valuable learning experience allows you to identify areas for improvement and demonstrate your commitment to customer satisfaction. By addressing concerns constructively, you not only have the opportunity to resolve the issue at hand but also to strengthen customer relationships and enhance your business's reputation in the long run.
Other negative reviews are not so legitimate. Google may take down reviews containing off-topic comments, illegal, deceptive, or contain obscene remarks among other violations. If you identify one of those elements in a review, take one of the following steps
Flag the Review as Inappropriate
- Go to your Google My Business (GMB) listing console (or if someone else manages your listing for you, ask them to do so). Choose your business location and click Reviews from the menu.
- Find the review you would like to flag. Then click Flag as Inappropriate
Doing this does not guarantee you will get a response in a timely manner or that Google will agree. But it's a necessary step.
Contact Google about Reviews
You can always follow up with Google as follows:
On Google My Business, Click Menu in your Business Profile
- A popup will appear, Look for Contact Us. Click Need More Help
- Choose Customer Reviews and Photos > Manage Customer Reviews
- Choose from and of the three contact options: request callback, request chat, or email support