From time to time we come across a business who has received a bad review on Google.
Now, we all know that people read reviews. Some people even read bad reviews ONLY before reaching a decision on a business. So, a negative review can have a real impact on a business.
If you have a bad review for your business, what can you do? Here are a few things:
1️⃣ Go through and look at the Terms of Services for leaving a Google Review. If there is anything in the negative review that violates the Google Terms of Service, they will take it down.
2️⃣ If you have a Google ads account, great. If you don’t, create one. It helps with your efforts. In the Ads dashboard, click on the Settings gear and go to Help. There should be a phone number there where you can contact a REAL LIVE person at Google! Tell them about the review and how it violates their Terms of Service. They should help you. You CAN call them even if the review does not violate the Terms of Service, but they won’t help you.
3️⃣ If you are unable to get Google to help you remove the review, you need to reply to the review. You need to reply to all reviews, both positive and negative, anyway.
As a rule of thumb, take the high road. Say something like: “Thank you so much for your feedback. We appreciate all feedback, both positive or negative as it helps us improve our service. Regardless, we would like to speak with you. Please contact us soon as possible at 214-555-1212.”
4️⃣Email several clients who you know would give you a good review. Include the link for leaving a review for you. The goal here is to bury the negative review so that positive reviews are at the top. It’s best practice to email customers after they buy from you, asking for a review. Get into this practice now so that in the future all the great reviews will far outweigh the bad ones!
Get some more insight into negative reviews here.