How to fix a bad Google reviews.

If you got a bad Google review

Please don’t panic and and start a fight back.

So you got a bad Google review (or Facebook).

Please don’t panic and and start a fight back.

Whenever any of my clients get a negative review, I always recommend they take these 5 simple steps:

1. Don’t panic

2. Evaluate the situation

3. Respond quickly.

4. If the review is fake, flag it for removal

5. Rectify the situation

  1. Don’t Panic

A bad review isn’t the end of the world—every company had gotten at least one. Sometimes even bad review still feedback from your client.

Some research has even indicated that bad reviews increase sales, and there’s the time-tested belief that no publicity is bad publicity.

2.  Evaluate the situation

The first problem you need to solve is if the review is real. Fraudulent reviews are sometimes left by competitors or even randoms you’ve never met.

2. After receiving a bad review, check your records to see if that person really is, in fact, a customer. It turned out this guy was not.

If they are a previous customer, look at what they bought. Look at the time frame of service. Listen to the customer service calls. The more you know about the situation, the better equipped you are to handle it, and prevent it from happening in the future.

3. Respond to Negative or Fake Reviews 

Even if you know the bad review was fake, you need to respond.

Here’s why:

• Remember, you’re not only pacifying the reviewer, you’re showing prospects how you respond to customer dissatisfaction.

Regardless of the type of negative review you got, respond quickly. Prompt action shows prospects that you’re committed to customer service. The majority of people who read your reviews are people interested in what you’ve got to sell. You not only need to make the complaining customer happy, but assure future customers that the same issue won’t happen to them.

If someone left a fraudulent review—i.e. they’ve never been to your restaurant, used your product, or used your services:

Address the complaint and apologise for the dissatisfaction
State you can’t seem to find them in your records as having been a previous customer.
* Offer to fix their situation and give them contact information
Flag or report the review as fraudulent
*Even if you flagged the review, prospects may still see it, or it may not be removed—this is why you ALWAYS respond.

If someone wasn’t satisfied with your service/product:

Address their complaint and offer to fix the problem.

4. If It’s a Fake Google Review You Want to Remove:

 Flag or Dispute it
Google allows you to flag reviews that are fake so they can remove them. 

  • Open Google Maps and search for your business.
  • Click to see all your reviews, and find the one you want to flag
  • Click on the three vertical dots in the upper-right corner of the review, then click “Flag as inappropriate.”
  • Call Google and follow up on your flagged review status. Go to your Google My Business home page. At the bottom of the menu on the left-hand side there should be an option for support. Click it.
  • Get legal. If the review can be counted as slander and false, you DO have an option to fill out a Google form for a legal removal request. The requirements for these are pretty high, so grab your nearest legal professional before you go this route.