Managing online reputation is crucial for attracting new customers and maintaining a positive brand image. One aspect of online reputation management is dealing with negative Google reviews.
In this guide, we will walk you through the following:
- Why online reviews are important
- How to delete a Google review, ensuring that your business maintains a positive image
- Tips for overcoming negative reviews
Table of Contents
The Importance of Online Reviews
Online reviews significantly shape consumers’ perceptions of your business. According to recent review statistics, approximately 95% of consumers read online reviews before purchasing.
Positive reviews boost your credibility and attract new customers, while negative reviews have the opposite effect. Actively manage your online reviews to maintain a positive reputation.
Responding to Negative Reviews
Before proceeding with the review removal process, consider responding to negative reviews.
Responding to Google reviews demonstrates a commitment to customer satisfaction and helps mitigate the impact of negative feedback. Craft a professional and empathetic response, addressing the reviewer’s concerns and offering a solution if applicable. By engaging with negative reviews, you show potential customers that you value their feedback and are actively working to address any issues.
An Overview of Google’s Review Policies
Before diving into the process of removing reviews, familiarize yourself with Google’s review policies. Google only removes reviews that violate their policies, so you must know what constitutes a violation.
Here are some key points to keep in mind:
Violations of Google’s content policies
Google removes reviews that contain spam, hate speech, personal attacks, or other offensive content. Familiarize yourself with Google’s content policies to understand what is considered a violation.
Disagreements and customer experiences
Google does not get involved in disputes between companies and customers regarding factual disagreements or differing customer experiences. Reviews expressing opinions or personal experiences are generally not removed.
Third-party hotel reviews
Google does not remove reviews for third-party hotel websites. If you come across an inappropriate review on a third-party website, contact the provider directly.
Once you clearly understand Google’s policies, only then should you report and remove reviews that violate these guidelines.
Steps to Removing Google Reviews
Step 1: Identify Reviews that Violate Google Policies
Here’s how you can determine if a review should be reported for removal:
Ensure the review violates their guidelines. Focus on reviews that contain offensive or spammy content.
- Does the review contain offensive or inappropriate language?
- Is the review a personal attack on an individual or a business?
- Does the review contain false information or malicious intent?
- Is the review a duplicate or spam?
Google only removes reviews that violate their policies, not those expressing differing opinions. Do not report a review simply because you disagree with it or do not like it.
Step 2: Report the Inappropriate Review
Once you have identified a review that violates Google’s policies, you can proceed to report it for removal.
Requesting Review Removal directly from Google
- Sign in to your Google My Business account.
- Locate the review you want to report.
- Tick the three-dot menu icon next to the review.
- Select “Flag as inappropriate.”
- Fill out the form, providing detailed information about why the review should be removed.
- Click “Submit.”
It is important to note that Google reviews may take several days to assess, so be patient during the review process.
Google provides other options to flag and report reviews:
Flagging in Google Maps
Follow these steps to flag a review in Google Maps on an Android device:
- Open the Google Maps app.
- Tap “Business” to open your Business Profile.
- Tap “Reviews.”
- Find the review you would like to report.
- To flag a review, tap “More” and select “Report review.”
- To flag a user, choose the name of the user and select “Report profile.”
Google will review the flagged content and take appropriate action based on their policies.
Flagging in Google Search
If you prefer to flag a review through Google Search, follow these steps:
- Go to Google on your Android device.
- Find your Business Profile.
- Tap “Reviews.”
- Locate the review you want to report.
- Tap “More” and select “Report review.”
By flagging the review, you bring it to Google’s attention for review and potential removal.
Reviews Management Tool
Google provides a Reviews Management Tool that allows you to manage and flag reviews directly from your Google My Business account. Here’s how to use the tool:
- Go to the Reviews Management Tool in your Google My Business account.
- Confirm that the email address shown is the one associated with your Business Profile. If using a different email address, click “Switch account.”
- Click “Confirm” to proceed.
- Select your business and click “Report a new review for removal.”
- Flag each review you want to report by clicking “Report.”
- In a new tab, choose a category for the review and click “Submit.”
Step 3: Check the Status of Flagged Reviews
After reporting a review, monitor the status of the flagged reviews. Google provides a Reviews Management Tool to track the progress of your reported reviews.
Here’s how you can check the status:
1) Access the Reviews Management Tool
Visit the Google Business Profile website and log in using the email associated with your Business Profile. Confirm your email address and select your business.
2) Check the Review Status
In the Reviews Management Tool, select the icon pertaining to checking the status of the review you have reported. This will display the status of your reported reviews.
3) Review Status Options
The possible statuses for a flagged review are as follows:
- Decision pending: The review has been flagged but not reviewed yet.
- Report reviewed – no policy violation: Checking of the review was done, and no policy violation was found.
- Escalated – check your email for updates: The final decision will be communicated via email.
Step 4: Submit an Appeal (If Necessary)
If a review you flagged is determined to not violate Google’s policies, but you believe it should be removed, you have the option to submit an appeal. Here’s how:
1) Access the Reviews Management Tool
Visit the Google Business Profile website and log in with your Business Profile email address. Confirm your email address and select your business.
2) Submit an Appeal
In the Reviews Management Tool, select “Check the status of a review I reported previously and appeals options.” At the bottom of the page, select the reviews you want to appeal. You can select up to 10 reviews for appeal. Click on “Continue” and fill out the appeal form. Submit the form for further review.
3) Review Appeal Verdict
You will receive an email with the verdict of your appeal. If the review is found to violate Google’s policy, it will be removed. If not, the review will remain live, and its status will be labeled as “Escalated – check your email for updates” in the Reviews Management Tool.
Understanding Reviews Removed by Spam Detection
Aside from reporting a few negative reviews that violate Google’s policies, Google also employs automated spam detection measures to remove reviews that are likely spam. While these measures aim to improve user experiences, there is a chance that legitimate reviews may be inadvertently removed.
Be aware of this automated process when managing your Google reviews.
Strategies for Preventing Negative Reviews
While it’s impossible to completely eliminate negative reviews, here are proactive steps you can take to minimize their occurrence.
1. Provide exceptional customer service
By going above and beyond to meet customer expectations, you can increase customer satisfaction and reduce the likelihood of negative feedback.
2. Encourage positive reviews
Encourage every satisfied customer to leave positive reviews on Google or other review platforms. This helps balance out any negative reviews and improve your overall rating.
3. Address customer concerns proactively
Regularly monitor feedback and reviews to identify any recurring themes or issues. Take proactive steps to address these concerns before they escalate into negative reviews.
Tools and Resources for Monitoring Online Reviews
Google Alerts
Set up Google Alerts for your business name and relevant keywords to receive notifications whenever your business is mentioned online. This allows you to track both positive and negative reviews in real time.
Social media monitoring tools
These monitoring tools can help you track social media platforms for any mentions or reviews of your business. These tools provide a centralized dashboard to track conversations and respond promptly.
Online review management platforms
Platforms like Trustpilot offer comprehensive online review management solutions. These platforms help you monitor, respond, and analyze online reviews across various platforms, saving you time and effort.
Case studies: Successful reputation management stories
To illustrate the effectiveness of online reputation management, let’s explore a couple of case studies:
Case Study 1: XYZ Restaurant
XYZ Restaurant faced a significant challenge when it received a series of negative reviews regarding its slow service. To address this issue, they invested in training their staff and improving their processes to ensure faster service. They also responded promptly to each negative review, apologizing for the inconvenience and highlighting the steps they had taken to rectify the issue. As a result, they saw an increase in positive reviews praising their improved service, and their overall online reputation improved significantly.
Case Study 2: ABC Hotel
ABC Hotel faced a public relations crisis when a guest posted a negative review about a cleanliness issue in one of their rooms. Instead of ignoring the review, ABC Hotel responded immediately, expressing their apologies and offering a complimentary stay to the guest. They also took the opportunity to highlight their rigorous cleaning procedures and commitment to guest satisfaction. This proactive response not only resolved the issue with the guest but also showcased their dedication to maintaining a high standard of cleanliness. The positive response from the guests and subsequent positive reviews helped ABC Hotel rebuild its reputation.
Seeking Professional Help
Managing your online reputation can be complex and time-consuming. That’s why many businesses choose to seek professional help from online reputation management services.
The benefits of online reputation management services include:
Expertise and experience
Online reputation management pros like our founder, Gert Mellak, have a deep understanding of the digital landscape and the strategies necessary to maintain and improve your online reputation. Check out his recently published book entitled “Fix Your Online Reputation,” and learn how to make a great impression online.
Our SEO team will help you navigate the complexities of negative reviews and implement effective solutions.
Time-saving
Outsourcing your online reputation management allows you to focus on other core aspects of your business. Instead of spending hours monitoring and responding to reviews, you can rely on us, professionals, to handle the task efficiently.
Proactive reputation management
Our online reputation management services take a proactive approach to managing your online reputation. We can help you implement strategies for preventing negative reviews and building a positive online presence.
Final Thoughts
Managing your online reputation is a vital aspect of running a successful business. By understanding Google’s review policies and the steps outlined in this guide, you will effectively handle a negative Google review.
Remember to respond to reviews, request removal when necessary, and utilize the available tools provided by Google. Most importantly, work with SEOLeverage. Gert can help you navigate the complexities of having a stellar online reputation, ultimately leading to increased customer loyalty, trust, and business success.
Take control of your brand reputation and get our online reputation management today!