Bad Google Reviews: How to Eliminate (or Manage) Them

We all understand the importance of reviews for any business. They play a critical role in shaping potential customers’ first impressions of your establishment. Google is undoubtedly one of the top three local review sites that you should be present on, making those reviews the most significant. Negative Google reviews, especially fake ones, can be a major headache for a business. They can harm your online reputation and make it challenging to attract customers. However, it's important to remember that it’s impossible to only receive positive reviews.

At some point, a dissatisfied customer will inevitably take the time to leave a negative review, regardless of how exceptional the average customer experience is.

Let’s make one thing clear.

Receiving negative reviews on Google is perfectly normal. A business that only showcases positive reviews will inevitably raise suspicions.

However, there are instances where negative reviews are unwarranted, misleading, defamatory, fake, or even maliciously aimed at harming your business.

If you’re unfortunate enough to receive exaggerated, false, or misleading reviews, you might wonder: can a business remove Google reviews? Will Google take action against defamatory reviews? How can you delete a Google review? Let’s take a closer look at Google’s review policy and how you can dispute a review.

How to Remove Bad Reviews from Google

Restaurant ratings can have a significant impact on a diner’s choice of where to eat. But can you delete Google reviews? While there’s no way to entirely erase reviews, the process of flagging a review for removal is your first step toward dealing with negative feedback. Here's how to remove a Google review:

1 Sign in to the Google account linked to your business listing.

2 Locate your business on Google Maps.

3 Open the reviews section.

4 Find the review you wish to remove.

5 Click the three dots in the upper-right corner and select “Flag as inappropriate.”

6 Complete the form and submit it.

The process of having a flagged review removed can take some time. The time required to address a flagged review largely depends on the nature of the violation. On average, Google typically intervenes within 2 to 60 business days.

In most cases, you can expect Google to take action within 2 to 4 weeks. However, the process might not be as simple as clicking a few buttons in your Google My Business account.

At times, Google may ask for further justification or evidence to support your claims, especially if the review involves misrepresentation, misinformation, or fake content. You may be required to provide additional documentation or context for the review in question.

That said, Google might still reject your request to remove the review. In such cases, it’s wise to have a backup strategy in place to deal with false or negative reviews (we’ll discuss some effective strategies later in this article).

How to Contact Google Small Business Customer Support

Sometimes, it can be more efficient to speak with a real person rather than navigating an automated system or AI when reporting a bad Google review.

Google offers several methods to contact customer support, but managing expectations is important with billions of customers worldwide, Google typically reserves direct support for specific users.

If you’ve received an illegal review, such as one containing slanderous content that harms your brand or reputation, you can report it through the Content Removal Tool. The tool will guide you through the process of answering questions related to your complaint within the Google Business Profile Manager. If the review violates slander laws, your chances of having it removed are higher.

For other negative reviews, you can contact Google Small Business Support by visiting support.google.com/business. Scroll to the bottom of the page, where you’ll find a “contact us” button. From there, you can choose a preferred contact method (phone, web chat, or email). Google typically responds within 24 hours.

If you don't hear back within that timeframe, an alternative approach is to reach out to @GoogleMyBiz on Twitter, which is the official Google My Business account. Someone from their team should respond, allowing you to continue the process of disputing and potentially removing a Google review.

Alternative Methods to Remove a Negative Review from Google

It’s not uncommon for Google to reject the removal of a flagged negative review. Given the subjective nature of reviews, Google is not compelled to remove negative feedback simply because a business owner disagrees with it. However, there are alternative strategies you can use to address or remove a bad review.

One effective method is to directly ask the reviewer to edit or delete their negative feedback. This approach is completely legal and involves engaging with the reviewer in a polite and professional manner.

Start by responding to the review with empathy and understanding. Acknowledge the reviewer’s concerns and demonstrate your willingness to resolve the issue. Ideally, move the conversation to a private channel, such as email, to further discuss the matter in detail. If you successfully resolve the issue or address their complaint, you can kindly ask the reviewer to update or remove their original review.

It’s not uncommon for a customer to retract a negative or even a fake review after the business shows genuine effort to resolve the situation. Additionally, potential customers who read the review will appreciate your commitment to customer service and problem resolution.

What to Do When You Cannot Delete Google Reviews

If you're unable to delete a negative review, whether due to Google’s policies or the nature of the feedback, it’s crucial to have a backup plan in place. While it’s not always necessary or possible to remove a bad review, responding to every review positive or negative is essential.

Surprisingly, many businesses fail to respond to negative reviews, but studies show that 53% of customers expect companies to address negative feedback promptly. A business that ignores negative reviews may be perceived as indifferent to customer concerns, which can harm its reputation.

By responding to negative reviews, you not only demonstrate that you care about your customers’ experiences but also help shape how others perceive your business. A well-crafted response can provide context, explain the situation, and show that you’re committed to resolving issues. This can help potential customers who are reading reviews form a more balanced view of your business.

For example, responding to negative reviews in a professional and courteous manner can improve your online reputation. This is especially important in industries like hospitality, where customer feedback directly impacts the business.

Facebook Reviews:

Similar to Google reviews, Facebook also encourages businesses to respond to negative feedback. While you can’t always delete Facebook reviews either, engaging with the reviewer and offering a solution may lead to the review being edited or removed. Facebook’s Community Standards also provide guidelines for what constitutes inappropriate content, so if a review violates these rules, you can report it.

Responding to reviews whether they are positive or negative is an essential part of managing your business’s online presence.

How to Get More Positive Reviews

Building a strong collection of positive reviews is essential for enhancing your online reputation and minimizing the impact of negative feedback. One of the most effective strategies to ensure a high number of positive reviews on platforms like Google is to establish a process for requesting reviews from your customers.

1. Ask for Reviews Regularly:

One of the simplest ways to get more positive reviews is to ask your customers for them. After a great dining experience, kindly request that they share their thoughts online. You can do this in person, via email, or through SMS marketing. A personalized request increases the likelihood of a customer leaving a review.

2. Provide an Easy Review Process:

Make it as easy as possible for customers to leave a review. Include links in follow-up emails or SMS messages directly to your review pages. The more convenient you make the process, the more likely your customers are to leave a review.

3. Offer Incentives (Legally and Ethically):

While you cannot offer incentives for positive reviews directly, encouraging customers to share their experiences in exchange for something valuable, such as a small discount on their next visit, can motivate more reviews. Be sure to emphasize that they should be honest about their experience.

4. Highlight Positive Reviews:

When you showcase positive feedback on your website or social media, it encourages other customers to contribute their own positive experiences. It’s a great way to show appreciation for the customers who take the time to leave reviews.

5. Respond to Reviews:

Engaging with your reviewers whether the feedback is positive or negative shows that you value their input. Thank customers for their kind words and highlight what makes their experience special to your business. Responding to reviews also shows potential customers that you are actively engaged in their feedback.

How to Deal with Other Review Sites

In addition to Google, there are other review platforms where customers may leave feedback. Learning to manage reviews across multiple platforms is critical to maintaining a good reputation.

1. Yelp Reviews:

To improve your visibility, learn how to get Yelp reviews. Yelp also allows businesses to report reviews that violate their content guidelines. If a Yelp review is false or inappropriate, you can flag it for removal. However, you should only pursue this if the review clearly violates Yelp's policies.

2. TripAdvisor Reviews:

TripAdvisor is another popular review site, especially for businesses in the hospitality industry. Responding to negative reviews quickly (within 24 hours) and professionally is key. Acknowledge the customer’s concerns, apologize for their experience, and invite them to discuss the issue further offline. If the review violates TripAdvisor’s guidelines, you can flag it for removal.

3. Leveraging SMS and Email Marketing for Reviews:

SMS marketing can be a highly effective way to encourage reviews because of its immediacy and the ease with which customers can respond. Sending follow-up surveys via SMS or email after a service experience can prompt customers to share feedback. Email marketing campaigns can also be scaled to encourage reviews, helping you build a steady stream of positive content online.

Moving Forward with WiFi Marketing

Another smart way to enhance your business growth is through WiFi marketing, which offers a unique opportunity to engage customers and build your digital presence. By offering free WiFi and utilizing platforms like Voqado Wifi, you can drive more customer interactions, grow your social media presence, and run automated marketing campaigns to foster positive reviews.

Start your free trial of Voqado Wifi today and watch your business grow by harnessing the power of customer feedback and WiFi marketing.