Flag the review: The first step to remove a negative Google review is to flag the review and report it directly to Google. Also, identify the reason behind why you want the review removed (i.e., misleading content, spam, etc.).
Contact Google Help: Sometimes flagging the review won’t work. The next step is to contact Google Help directly. Google’s support team often works swiftly and can address all your concerns regarding removing negative Google reviews.
Discuss legal options: In more serious instances, one might consider legal options. For instance, is a review libelous or defamatory? Is it threatening? Does it mention potential violence? In such cases, you have the right to take legal action.
Alternatively, you can contact the reviewer directly and ask them to remove their review. This approach leads to the second of our three Rs: Responding.
Dig deeper: 9 strategies for removing negative content from the web
How to respond to negative Google reviews
Negative Google reviews can hamper how potential customers perceive your business. They see these reviews before deciding whether to get involved with your organization.
Know what else these potential customers see?
Your response to negative reviews.
Responding to negative reviews is critical. It builds back the trust you might’ve lost from that harmful review.
New clientele see that you’re a caring business owner – one willing to address the concerns of your customers. In essence, you’re turning a negative into a positive.
Below is a step-by-step guide that details how to respond to negative reviews on Google.
Acknowledge the issue
The key here is to communicate a level of empathy with your customer. Show that you understand their complaint and that you’re willing to listen.
Apologize
I know. Apologies are hard. But as a business owner, you must learn to take the high road. If your organization was at fault, offer a sincere apology and vow to do better in the future.
Provide a solution
Now comes the most important part: offering to fix the problem. Perhaps this comes in the form of a future discount or a free product. Perhaps it’s as simple as replacing a malfunctioning product at no cost. Whatever the solution is, ensure it satisfies the customer’s initial complaint.
Broach taking the conversation offline
To finish, encourage the customer who left the negative review to take the conversation offline. This way, you can discuss the next steps in private.
One last thing. There are a few essential “no-nos” when it comes to responding to negative reviews on Google.
First, never act defensive. Doing so will only escalate the situation, and potential customers will view your behavior as childish.
Second, do not ignore the review! New clientele want to see a business owner who portrays empathy, dedication, and a willingness to go the extra mile.
Dig deeper: How to respond to negative reviews harming your company’s reputation
Recovering from a negative Google review
Okay. You’ve removed or responded to that negative Google review. Now comes the often neglected part: Recovering. You must learn from the entire ordeal so your company can grow more capable in the future.
Going forward, implement the following techniques to build your business back up to what it was before the review.
Strengthen customer relations
Engage with satisfied customers. Did they enjoy your product? Did they have an incredible time at your restaurant?
Then, ask them to leave your business a favorable review online. Don’t be pushy, but mention how much you’d appreciate it.
And don’t be scared to implement any feedback you receive. Constructive criticism is the backbone of the recovery process.
Enhance your online presence
Going forward, use the entire experience as a way to enhance your business’s online persona. For instance, working with a reputation management firm can help you prop up your business, improve your SEO, and establish more positive reviews.
Such companies can also help you monitor and remove negative Google reviews if the issue ever arises again.
Handling negative Google reviews professionally
Negative Google reviews are no laughing matter.
They often cause immense anxiety in a business owner.
If negative reviews are left unaddressed, consequences can quickly spiral.
For that reason, it’s critical to implement the three Rs when tacking negative Google reviews:
Remove.
Respond.
Recover.
With the above techniques at your disposal, handling negative Google reviews professionally becomes far easier.
Contributing authors are invited to create content for Search Engine Land and are chosen for their expertise and contribution to the search community. Our contributors work under the oversight of the editorial staff and contributions are checked for quality and relevance to our readers. The opinions they express are their own.