09. Customer Reviews

Kevin Chow -

Negative customer reviews happen, and while you can try to get the review, it's not going to be worth your time. Google almost never removes a negative review. Instead, it's best to answer a negative review postively, promptly own up to a mistake (if there was any) and cheerfully offer to correct the situation if possible.

How to handle negative or fake reviews


Negative Reviews

Every now and then, you will unfortunately have a disgruntled client that may give you a negative review on your Google Places page. Although it can be frustrating there is a way you can resolve these incidents without being negatively affected on your Google rankings. Here are the steps you must take to handle negative reviews:
  1. Don't avoid the situation, respond to the post immediately.
  2. When responding to the post, always mention the action you will take to resolve the situation.
  3. To respond to a post go to google.com/placesforbusiness
    -Log in with your Google Places credentials
    -Navigate to the 'Respond to Reviews' section and click on the hyper-linked word 'reviews'
    Google_Places_negative_reviews.png
  4. Go to the Google Places Help Forum and start a new thread, where you would explain what the situation is in detail. Google employees are always managing these forums and you may be able to get them to take action faster using this method.

Fake Reviews

It is a reality as we all know spammers can affect anything and everything on the web and Google Places is not an exception.
There are ways to appropriately deal with spammers that give you a fake Google Places review. Before you report the review as fake, verify that the review is actually fake. First, try to find out who wrote the review. The best and easiest way to do this is to check the Google Places profile of the user who left the review. All you need to do is click on their nickname next to the review and you will be able to see the history of their Google Maps activity.

After you've determined that the review is fake, take the following steps:

  1. Flag the review as inappropriate via the "Flag as inappropriate" button under the review.
    Google_Places_flag_inappropriate.png
  2. The following is an optional but proactive step: Go to the Google Places Help Forum and start a new thread, where you would explain what the situation is in detail. Google employees are always managing these forums and you may be able to get them to take action faster using this method. 
  3. Respond to the fake review. In this case, you did not do anything wrong to cause the faker to add an illegitimate review, who can take action. Try and use this opportunity to find out about the fake reviewer and show that you would like to resolve the problem.
  4. Keep flagging the review as inappropriate at least once or twice a week.

To learn about the criteria Google uses to remove reviews visit this forum. You can't guarantee that your negative or fake reviews will be removed but you can always be proactive in responding to the situation.


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