Google dominates the search engine market the world, and many potential customers trust the information they find through Google. Therefore, ratings and reviews on Google have become an important factor in decision-making processes. But what can you do if your company receives negative reviews?
Unlike other platforms, Google doesn’t allow businesses to delete third-party reviews or deactivate the review feature on their business profile. Google has deliberately excluded this option to ensure the integrity of its review system. This means that every review received, whether positive or negative, remains and is publicly visible.
Why did Google make this decision? The answer lies in authenticity. If companies were able to delete unwelcome reviews, it would undermine the credibility of the entire system. Google strives to provide consumers with reliable information, and that includes unvarnished customer feedback. But of course, that doesn’t mean you have to simply accept negative reviews!
Negative Google reviews: What you can do
If you have access to your business profile with your Google Account, Google will automatically notify you via email as soon as someone leaves a review. If the review is negative, you should respond as quickly as possible, because every day the negative review is visible to potential customers can hurt your business.
1.) Respond to the Google review
First, you should try to contact the reviewer. You can write a reply comment below the review. Please note that your reply, like the original review, will be publicly visible! Therefore, make sure to remain friendly and objective at all times. This also allows you to demonstrate your service-oriented nature and convey to other users that you take criticism seriously and address it. Apologize when appropriate and strive to find a mutual solution to the problem.
For more complex matters or when sensitive data is part of the communication, you can suggest that the customer contact you via the messaging function on your company profile, by email, or by phone. You might even encourage the reviewer to reconsider and change their review.
We would be happy to help you formulate a suitable answer and can even post it for you if necessary.
If the review is unfounded or inappropriate, unjustified, offensive, or even potentially violating applicable law, a polite response ultimately won’t achieve much. Instead, you should try contacting Google directly for such a potentially damaging review.
2.) Report a Google review to Google
The search engine offers various contact points for its employees. One option is to use the reporting function directly next to the review in question and report it as “inappropriate.” The criteria that are considered “inappropriate” and thus justify a removal request can be found in Google’s guidelines. Reviews that meet the following criteria, among others, are considered inappropriate:
- Spam and fake content
- Non-topic-related content
- Illegal content
- Terrorist content
- Offensive content
- Identity theft
- Sexually explicit content
After the review is reported, Google will review it for violations. This process may take several days.
Another option is Google Support. While the customer service representative cannot initiate a deletion themselves, they have the authority to review your request and escalate it to the appropriate department, provided there is a clear violation of Google’s policies (see above).
The final point of contact is Google’s Legal Department. This department is responsible not only for compliance with internal policies but also for all legal matters. However, to be heard, you must first complete a comprehensive online form. Google also requires that you be able to clearly identify the specific legal provisions that justify the deletion of the disputed review. To maximize your chances of success, it is therefore advisable to be fully familiar with the current legal situation.
3) Seek legal advice
As a last resort, you should consider legal advice. It’s recommended that you contact an internet lawyer, ideally someone who has experience with similar cases and is familiar with current case law regarding review platforms. Such an expert can expertly assess the chances of success for a removal. Furthermore, a lawyer has better opportunities to contact those responsible at Google directly.
Dealing with negative reviews: The opportunity for improvement
Although they may seem discouraging at first glance, you should always view negative reviews, if justified, as an opportunity for improvement. This feedback provides insight into potential weaknesses in your business and can thus serve as a basis for future improvements. By responding constructively to negative reviews and offering solutions, you not only demonstrate your commitment to customer satisfaction but also gain the long-term trust of potential customers.
We’re happy to assist you in developing a comprehensive and effective strategy to address negative reviews. Through targeted measures, we can not only limit the damage but also sustainably strengthen your company’s reputation!