Linda Buquet

Moderator
Local Search Expert
Joined
Jun 28, 2012
Messages
13,313
Reaction score
4,241
respond-bad-reviews_thumb.jpg

Image Credit: Search Engine People

Let's face it, if your business is public facing and you have a decent amount of customers, you will likely get a negative review some day.

Below are 2 good posts with lots of solid tips about how to deal with it when that day comes.

Remove Negative Google Reviews By Responding??? It's an interesting theory, makes sense AND worked in the case below.

<a href="http://www.searchenginepeople.com/blog/150241025-respond-google-local-reviews.html">Remove Bad Review From Google Local By Responding</a>

When someone leaves a negative review, there is hope. You don't have to live with that stain on your reputation forever.

Take this example of a customer who took the time to change their review because of a conversation they had with the manager. This is a fast food restaurant, not a highly considered purchase! And they took the time to change the review, because the concern was addressed.

Love Helen's examples of the the customer that changed their review when it was dealt with right AND the restaurant that took the humorous approach to a ridiculous review.

Here's another review post from last week with more good advice.

<a href="http://www.stateofdigital.com/bad-review-good-thing-business/">When a Bad Review is a Good Thing for your Business. - State of Digital</a>

We?ve seen in the past where reviews posted have had a direct impact on the bottom line of those businesses concerned. It?s difficult now to find a sector of business or indeed any sector which does not have some sort of review based platform ? even teachers are reviewed by their students on ?Rate my Teacher?

Many businesses are running scared ? but this should be seen as a challenge and an opportunity, not doom and gloom...

?The increasing impact of online content on buying decisions cannot be ignored? says President of Cone, Bill Flieshman, ?With 89% of consumers viewing online sources of product and service reviews as trustworthy and four out of 5 changing their minds about a purchase based solely on the negative reviews they read.?

Still ? many businesses fear that a negative review could be just around the corner. And that is likely to be true.

If this happens, don?t panic! This can be managed and even used to your advantage.
So what can your business or organisation do to keep its online reputation in shape?

I think there is lots of great advice in these 2 posts about how to deal with negative reviews
AND lots of good examples of how NOT to respond to reviews as well.

I would advise SMBs to take a deep breath before responding. Then after you have cooled down write your response and give it to your marketing person, to fine tune and ensure it has the right tone plus sends the right message. Then run the final past a few people who can be impartial. Ask them to read it as if they don't know you or your business and find out if the reply puts you and your business in a positive light.

What do you think?

Any good review stories or strategies to share???

<meta property="og:type" content="article"><meta property="og:title" content=""><meta property="og:description" content="Lots of great advice in these 2 posts about how to deal with negative reviews AND lots of good examples of how NOT to respond to reviews as well!">
<meta property="og:image" content="">

respond-bad-reviews_thumb.jpg
 
Similar threads
Thread starter Title Forum Replies Date
SmallBizGeek Google refusing to remove two obviously fake negative reviews Local Reviews 17
Brian Bender Any success removing former and/or disgruntled employees' negative reviews? Local Reviews 8
djbaxter Google Maps Removed 55M Reviews & 3M Fake Business Profiles Spam on Google 2
S How to remove a GMB from maps of a previous owner who ran 3 businesses from the same address Google My Business & Google Maps 6
Greg Bernhardt Implemented Remove Skype and add Linkedin for profile? Suggestions for the Local Search Forum 2
Niki Gross Tracking Variables Removed After Dec. Update Google My Business & Google Maps 1
djbaxter Mozilla to remove Site Specific Browser (Site as app, PWA-like feature) Mobile & Social 0
Steve Attarian Has anyone had luck removing a Review by a non customer that gave one star because she noticed that the staff didn't wear masks when she walked by? Google My Business & Google Maps 4
B Will Removing Addresses for Multiple State SAB Result in Dup Listing or Suspension? Service Area Businesses 4
K Google & Google Users Removing Items From Service Menu Google My Business & Google Maps 4
H Facebook removing recommendations and ratings Mobile & Social 2
Chris Ratchford Yelp won't remove a review from a rude reviewer Local Reviews 14
Tim Kahlert Google removed post snippet Google Algorithm Discussions 2
jeff_taylor GMB Removes Reviews from Local Pack Local Search 0
W Call Tracking being Removed NAP, Categories, Dashboard Data 10
WAHamilton Spam listing reported through Redressal Form and not removed. Next steps? Spam on Google 5
S 1-star review (not by customer) Can this be removed? Local Reviews 9
Rasmus Himmelstrup UTM parameters on the GMB website button keeps getting removed Multi-Location Issues 2
F Best Way to Remove a Practitioner Listing Google Duplicates & Merges 3
C A way to find a removed review? Local Reviews 2
STM Google My Business Duplicate Listing Removal and Dashboard Issue Google My Business & Google Maps 6
Danish Blackmail Review (Asking money to remove it) | Google support does not wish to take it down Local Reviews 2
billenross Location removed from maps All Things Google My Business [PRIVATE] (LocalU) 9
Mmclean07 "Remove" or "Permanently Close" Google My Business & Google Maps 2
Rich Owings How to remove reviews left by same person for each location All Things Google My Business [PRIVATE] (LocalU) 21
Chris Ratchford Can't find call tracking on website... need to remove it Ask a LocalU Expert [PRIVATE] (LocalU) 2
Aly Kurtz Removing map pin that isn't linked to a GMB Google My Business & Google Maps 0
djcoppedge Removing/Responding to Inaccurate Reviews in Healthcare Local Reviews 1
Lanerizz GMB Removing Short Names Google My Business & Google Maps 5
Mike Yem Removal of Business 360 view Ask a LocalU Expert [PRIVATE] (LocalU) 15
djbaxter Google AdSense Removes iOS & Android Apps From App Store Google News: Important Changes & Features 0
LisaB Removing 2 Duplicate GMB Listings Google Duplicates & Merges 9
Jac Delay notice on new Google review is removed Local Reviews 0
Bryan Bloom 👉 Ahrefs Users - Are you aware they removed client alerts? Is this an issue for you also? Local SEO Tools & Software 5
MKubot Google Removing Category NAP, Categories, Dashboard Data 2
K Help, False Listings, I've tried everything to remove them! It's bankrupting me! Google My Business & Google Maps 1
ChristianRdz Removing spam/fake reviews Google My Business & Google Maps 2
S UTM Tracking Being Removed Google My Business & Google Maps 20
Annika Neudecker Timeframe for review removals with legal complaints? Local Reviews 0
Rasmus Himmelstrup Removal of "Manage This Listing" - not possible? Multi-Location Issues 3
djbaxter New Removals report in Search Console Organic SEO 0
FriarTuck00 How Long Does It Take to Get Duplicates Removed? Google My Business & Google Maps 5
Y Remove my name and address from your site. Contact Us Messages 1
U Do Google ever remove photos from a GMB listing? Google My Business & Google Maps 4
M Removing Single Practitioner from GMB Account Citations 6
Lachlan_Wells Have you successfully removed an off-topic review? Local Reviews 6
BipperMedia Reviews being removed from "Education" organizations? Local Reviews 7
Cordell Crowley Removing Indoor 360 Streetview? Google My Business & Google Maps 5
M GMB Additional Categories Removed NAP, Categories, Dashboard Data 1
S Flagged listings removed but then reappear Google My Business & Google Maps 9

Similar threads

Login / Register

Already a member?   LOG IN
Not a member yet?   REGISTER

Most UpVoted Answers

Trending: Most Viewed

LocalU Podcasts

  Promoted Posts

New advertising option: A review of your product or service posted by a Sterling Sky employee. This will also be shared on the Sterling Sky & LSF Twitter accounts, our Facebook group, LinkedIn, and both newsletters. More...
Google Product Exert


Top Bottom