Can You Delete a Bad Review on Google
How to Delete a Google Review and Protect Your Business'southward Reputation
Most service businesses fall victim to a bad Google Review at ane betoken or another. And whether they're imitation or a legitimate complaint, they can really sting. After all, y'all put a lot of time and effort into providing summit-notch services to your clients, from beginning to end of a job.
A fake or negative Google Review can even impact whether a potential customer decides to work with you or not.
How y'all reply to them has a straight affect on your reputation and professionalism every bit a business organization owner. That's why it's important to go alee of the review with a tactful response.
Find out how to flag and respond to negative reviews in this simple Google review guide.
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How to delete a bad Google Review
Google Reviews are meant to be unbiased, honest reviews to help your potential customers make smart buying decisions. Merely, not everyone uses them appropriately or honestly. Unfortunately, getting a review removed isn't as unproblematic as clicking a button and making it disappear.
You have two options when it comes to managing inaccurate or fraudulent Google Reviews:
- You can written report them to Google
- You tin ask the reviewer to update or remove their review
Which selection y'all choose depends on the blazon of review you lot received.
If the review goes against Google's review policy, it should be flagged. This includes reviews that are considered:
- Spam or are made up of fake content
- Off-topic or unrelated to your business concern
- Inappropriate or that contain offensive language or explicit content
- Unsafe, such equally threats of violence or harassment
- A disharmonize of interest, like reviews from former employees or competitors
Since Google will review any post flagged for violating its policy, information technology tin can have anywhere from 24 hours to three weeks to get one removed.
If the review doesn't go against Google's review policy, you need to effigy out if it was left by a real person who used your services. To do this, follow these steps:
1. Bank check out their review contour to run into if it looks legitimate
Do they have a profile photo? Is their full name listed?
two. Confirm whether they're in your client database
Does your name await familiar or tin yous find information technology in your CRM?
3. Brand certain the review is for your company and not mistakenly for another
Practice they mention your services or location? Is the review completely off-topic and/or nonsense?
4. Talk to your employees to ensure someone remembers the client or incident
Do you take the call or email history for this individual? Can any of your employees recollect the incident?
If the negative review was left by a real client and it doesn't violate Google's review policy, your simply option is to respond to it.
READ MORE: How to delete negative reviews from your Facebook business organisation page
How to flag (or dispute) an inappropriate or fake review of your business
Yous should flag and report any Google Review that violates Google's review policy. You can do this on desktop, through Google Maps, or on mobile.
Flagging negative Google Reviews on desktop
To flag a Google Review on desktop follow these steps:
-
- Log in to your Google My Business business relationship
- Navigate to the Reviews tab and find the review you would like to report
- Click the three vertical dots next to the review to display a bill of fare
-
- Select "Flag as inappropriate"
- Choose which type of violation the review falls nether
Flagging bad Google Reviews in Google Maps
To flag a Google Review in Google Maps, follow these steps:
- Open Google Maps
- Go to your Google My Business contour
- Find the review you want to flag
- Click the iii vertical dots adjacent to the review to display a menu
- Select "Flag as inappropriate"
Flagging a Google Review on Mobile
To flag a Google Review on your mobile device, follow these steps:
- On your Android or Apple device, open the Google Maps app
- Open your Google My Business organisation contour by tapping your profile movie in the superlative right
- Tap Reviews
- Curl until you observe the review you want to flag
- Tap the three dots next to the review and select "Study review"
If you don't have Google Maps on your phone or tablet, you lot can follow these steps instead:
- Open Google
- Log in to your Google My Business contour
- Tap Reviews
- Find the review you desire to flag
- Tap the carte du jour icon (three dots) adjacent to the review and select "Report review"
READ More than: Google's Local Services Ads – Your top 12 questions answered
How to delete a Google review by request the reviewer to update it
If a bad review doesn't go against Google's review policy, your next best choice is to reply to it. Your goal is to have the client either edit their review or remove it altogether, which means you need to be polite, professional, and positive.
Hither are the steps to get started with:
1. Review the complaint and talk to whatever of your employees who were involved. Get a clear flick of what the concern or complaint is about and determine who (if anyone) is in the wrong.
If y'all aren't sure what the client is unhappy well-nigh, you can always ask for more information.
2. Figure out how the issue can exist resolved. For example, are you willing to offer a discount on their next service or work with them on rescheduling a canceled appointment?
3. Before you ship a response, create a draft. Remember that how yous handle the situation is an important part of your client service and that it will be visible to everyone. Be polite and continue your cool, even if the customer is at fault.
In instances where the client refuses to edit or remove a review, how you handle it can get a long style in boosting your online reputation. Those who discover your reviews in search results volition respect you more than for providing loftier-quality customer service in spite of negative reviews. Craft your responses carefully and with prospective clients in mind.
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How to delete a Google review you wrote
If you lot desire to delete a review that you wrote or provide instructions to a customer, follow these steps:
- Log into Google Maps.
- Select the menu icon (three dots)
- Go to Your Contributions and click Reviews
- Notice the review in question and click the three vertical dots next to it
- Edit or delete the review and click Submit
Examples of how to respond to a bad Google review:
i. When a bad online review doesn't provide a lot of details
Bad reviews can be vague. Employ that to your reward and respond in a way that shows the reviewer and prospective customers you lot're open to listening and repairing the situation.
Hello [customer proper noun], nosotros're so distressing to hear that you were unhappy with our service. We take customer satisfaction very seriously and want to know what we can do to meliorate your feel. Please feel free to reach out to our office at [phone number] or [email address] so nosotros can provide some options to you lot!
2. When you've resolved the effect already
Utilise this response once you are able to successfully connect with a customer to discuss their outcome and negative review of your business.
Hi [customer name], we recently reached out to resolve this outcome and [what you did to resolve the issue]. If you're happy with the results, would yous be willing to update your review? As a local business, your support ways a lot to united states of america. Thanks in accelerate!
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iii. When the review isn't accurate
When the review is inaccurate, you may need to politely and professionally explain your side of the story instead.
For instance, if a client left a bad review proverb that they hired you lot to clean their house but didn't deep make clean the oven, your response might be more like:
Hi [customer name], we're so lamentable to hear you lot were unhappy with our service. We take customer satisfaction very seriously and strive to provide a positive client feel.
Our records signal that you booked us for a general house cleaning on [engagement], which includes sweeping, dusting, mopping, and vacuuming. Unfortunately, kitchen apparatus cleaning, such as oven cleaning comes at an additional cost due to the extra fourth dimension and supplies it takes.
Since y'all didn't book an oven cleaning as function of our visit on [date], yous weren't charged for it.
Nosotros'd be more than happy to offer you lot a discount on your next house cleaning to make upwards for the defoliation. Please feel gratis to reach out to u.s. at [phone number] or [email address] to discuss this in more than detail!
4. When the review is an error
Sometimes, a review was left in error. When you lot believe a bad review was a fault, you tin respond with something similar:
Hi [customer name]. We can't seem to detect any details nigh [yous, this result, this job] in our files. If this review was in error, would you be willing to remove information technology? If y'all meant to get out it, would you be willing to provide more details and so that we can piece of work to improve your experience? Thanks in advance!
READ More: How to tactfully reply to negative online reviews
Alternatives to deleting a Google Review
If a Google Review can't be deleted and a customer refuses to update it, y'all aren't completely out of luck. There are all the same a few means you lot can combat negative feedback past:
- Asking happy customers to leave positive reviews
- Responding quickly, with a polite and professional response
- Making certain your services, policies, and pricing information are clear and upfront
- Treatment potential customer bug before they turn into a bad review
- Getting feedback from customers and staff members on a regular footing
And don't forget to respond to any positive feedback you lot receive as well. Showing your appreciation and gratitude for happy clients is part of slap-up customer service.
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This post was originally published in October 2019. Information technology was last updated on October 2021.
Source: https://academy.getjobber.com/resources/articles/how-to-delete-a-google-review/
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