November 29, 2022

What to do if you get a negative online review

Negative Online Review One Star

Responding to a negative Google review in a professional and constructive manner is important for maintaining your online reputation. Here are some steps you can follow:

  1. Remain calm and composed: Take some time to process your emotions before responding. It’s essential to respond in a professional and respectful manner.

  2. Acknowledge the feedback: Start your response by acknowledging the reviewer’s concerns or dissatisfaction. Let them know that you appreciate their feedback and take their opinion seriously.

  3. Apologize if necessary: If the negative review highlights a valid issue or a mistake on your part, apologize sincerely. Showing empathy and understanding can go a long way in defusing the situation.

  4. Offer a solution or explanation: Provide a clear and concise explanation of the situation or any steps you have taken to address the issue. If possible, offer a resolution or ask the reviewer to contact you privately to resolve the matter.

  5. Maintain professionalism: It’s crucial to maintain a professional tone throughout your response. Avoid getting defensive or engaging in an argument. Remember that your response is visible to potential customers as well.

  6. Keep it brief: Keep your response concise and to the point. Avoid going into too much detail or delving into private matters. If necessary, you can suggest continuing the conversation offline.

Regarding the removal of unjustified reviews, here are a few steps you can take:

  1. Flag the review: Log in to your Google My Business account and locate the review. Click on the flag icon next to the review and provide an explanation of why you believe the review violates Google’s guidelines. Google will review your request and decide whether to remove the review.

  2. Respond professionally: While waiting for the review to be potentially removed, it’s still essential to respond professionally to the unjustified review. Follow the steps mentioned earlier to address the situation calmly.

  3. Seek support from Google: If you believe the review violates Google’s policies but wasn’t removed after flagging, you can reach out to Google Support for assistance. They can provide guidance and further evaluate the situation.

Remember that Google has specific guidelines for removing reviews, and they typically prioritize preserving the integrity of the review system. Focus on providing excellent service to your customers, responding appropriately, and managing your online reputation effectively.