We’ve had a couple of clients lately ask us about what they should do to deal with negative or just not-so-nice Google Reviews. As much as we’d all like to say we have a perfect business, it’s almost inevitable someone at some point may write a dreaded negative review for all to see. So we have compiled our tips to manage the severity it has on your PR.
At the basic level, your Google Reviews are homed in your Google My Business account – this is where your Google Maps are also. In order for you to reply to Google Reviews, update photos and business information you will need to log into Google My Business.
In the event that a negative review has popped up, we believe responding to the feedback on Google My Business is the best course of action. In doing this we think its always a good idea to do the following steps:
- Evaluate the situation (is it urgent, very detrimental?)
- Respond quickly
- If the review is fake – flag it for removal
- Rectify the situation
It is important to always evaluate the review. Sometimes reviews can be fraudulent, left by competitors or even just by random people (bots enjoy doing these types of things). Make sure the person is a client/customer and review the situation. If it is fake and blatantly false there are steps to take to flag the review from Google & Facebook.
If the review is legitimate, (it is always important to respond to every and all reviews left by customers) respond to it within 24 hours. Things to include in response are:
- Keep the response brief and to the point
- Acknowledge the complaint and their position
- Offer to fix the problem or offer compensation for the issue
- Follow up on the offer
Even if you know the bad review was fake, you need to respond. Here’s why:
Remember, you’re not only pacifying the reviewer, but you’re also showing prospects how you respond to customer dissatisfaction and feedback.
Regardless of the type of negative review you got, respond quickly. Prompt action shows prospects that you’re committed to customer service and actually care about them and ultimately your business performing well. The majority of people who read your reviews are people interested in what you’ve got to sell before they even make that first purchase. 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, it is pretty easy to tell, however, you can’t know for sure, therefore prospects may see it which is why you should ALWAYS respond.
Fraudulent meaning—i.e. they’ve never been to your location, used your product, or used your services, the following should still be followed:
- Acknowledge the complaint and offer your sincerest apologies 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!! Click here to find out how!
So key takeaways – always reply, understand their issue and offer some type of assistance, because, at the end of the day, your business needs happy and satisfied customers!
If you need help with anything discussed, we are the experts and are more than happy to assist!