How to Remove Bad or Unfair Reviews From Google

Call up most the last time you traveled. After you arrived at your destination and checked in at your hotel, what did yous exercise next? If you're like me, yous probably thought about where y'all were going to consume. But when you're new to an surface area, how do y'all find a good spot?

Rather than asking the hotel clerk — who's probably a local and has eaten at every place nearby — most of us take out our phones and do a quick Google search. Studies show that 82% of customers won't patronize a business organisation until they've read the reviews. And, since Google is the preferred review site for 64% of consumers, that means just ane poor review could decide whether or not you choose to swallow at a restaurant.

Every visitor hopes to receive positive feedback, simply the fact is that customers who have poor experiences are more probable to write an online review. It'south your customer service team'southward job to keep rails of Google reviews and remove the negative comments that are harmful to your business organization.

In this post, nosotros'll break down what a Google review looks similar, how to delete them, and what to do if you tin't.

What is a Google review?

Earlier we jump into how you tin delete Google reviews, we should kickoff clarify what a Google review is. Other review sites can be confused with the Google review interface. Google's review site is unique because information technology's integrated directly into the search engine equally well as its apps and business concern tools.

To identify whether the review you're looking at is a Google review or non, wait for the following elements:

• A hyperlink next to the star rating reads "Google reviews" or "# Reviews". This link will take you lot to individual reviews that users have written.
• At that place are no other visitor names on the review.
• A rating scale numbered from ane to v. This won't ever be visible, but it can assistance y'all recognize a Google review if yous see one.

For example, take a await at the Google review folio for HubSpot. Y'all'll notice each of the elements we listed to a higher place. This review appears in Google Maps, and then it'due south integrated into the Google interface which makes information technology more clear that it is a Google review.

Tin can you delete a Google review?

Unfortunately, Google doesn't offer a simple "delete" choice for its reviews. Instead, there are only ii ways that a review tin can be removed. The person who posted the review can delete it or your business organisation tin "flag the review equally inappropriate." Flagging the review alerts Google that the review is fake or that it doesn't comply with Google's review policies.

After that, you'll be guided to the landing page below where you'll need to complete a brief report of the outcome and submit your electronic mail for follow-up advice.

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It'due south important to note that Google has built-in spam checkers that automatically analyze a review for inappropriate, irrelevant, or misleading content. While this feature is pretty reliable, inaccurate reviews are sometimes disregarded which tin lead to negative perceptions of your business.

In this case, y'all'll want to have matters into your ain hands and report the review yourself. Here'south how to practice that.

How to Delete a Google Review

1. Open up Google Maps and locate your business.
2. Find the review on the Google reviews page.
3. Click the three vertical dots to the right of the review.
4. Select the option Study Review.
5. Choose an option for the question: What's wrong with this review?
6. Written report the Google review.

i. Open Google Maps and locate your business.

2. Find the review on the Google reviews page.

3. Click the three vertical dots to the right of the review.

four. Select the option Study Review.

v. Choose an option for the question "What's incorrect with this review?".

6. Written report the review to Google.

When to Flag a Google Review

Co-ordinate to Google, the topics beneath are against its user terms and atmospheric condition. Therefore, if you notice a review that falls under ane of these categories, your squad tin request to remove that content.

Irrelevant Comments

Google wants to make sure its users are getting accurate information near your business. And then, if y'all're seeing comments that don't pertain to your arrangement or a customer's experience, you lot should flag these reviews for Google to remove.

Illegal Content

Some businesses provide products or services that are illegal in certain locations. Google accounts for this by prohibiting users from posting reviews that comprise links to websites or email addresses that sell illegal products. This also includes images that promote products or special offers.

Inappropriate/Offensive/Explicit Content

Google volition remove any content that it views as "obscene, profane, or offensive." It will also remove reviews that are threatening or contain derogatory comments. If you come across any reviews like these, be sure to flag them immediately to protect your make's prototype.

Conflicts of Involvement

Google wants its reviews to be every bit unbiased as possible. Therefore, you tin can't post a review of a company that you own or work for. You also tin't post a review of your competitor, as this would allow you to manipulate their rating in your favor.

Impersonation

Google values the accurateness of its reviews too. It doesn't want to misrepresent a business or provide deceptive content to its users. Because of this, all Google reviews must exist published past the person writing the review. You tin can't publish the review on someone'southward behalf or pretend to be someone else when submitting your review.

Disadvantages of Reporting a Google Review

As you can imagine, this process is irksome and doesn't guarantee that your review will be removed. And, even if Google does decide to remove information technology, at that place'south no telling when information technology will actually exist taken down. In that fourth dimension, your business could lose thousands of customers if you await for Google to handle the issue.

The other major setback is that Google won't remove a review but because it's negative. The point of Google reviews is to provide users with unbiased feedback from other customers' experiences. If those experiences are poor, Google wants its users to be aware of them. So, if you're upset with a client'south opinion, the odds aren't in your favor for a removal.

Instead, your customer service squad needs to have action if you lot want to remove a negative Google review.

Means to Handle Google Reviews

1. Reply to the customer's review.

The most constructive way to handle a negative customer review is to respond to it. If your squad made a mistake that inspired a negative review, a 18-carat apology can go a long way in changing the perception a potential client has of your make. If it's a positive review, an appreciative response makes an impact, as well. Call back, these reviews are public for the customer also every bit your business, and customers don't desire to expect like the villain when your squad responds underneath with a polite bulletin.

ii. Enquire the client to delete it.

The customer may respond positively to your squad'due south comment merely choose to leave the review upward anyway. They may think the matter is closed and that other users volition encounter the review as an example of your peachy client service. While we capeesh the sentiment, you and I both know we'd rather accept the review removed and so other customers only see the positive experiences at your company.

In these cases, reach out to the client to run across if they will remove the review. If possible, message them on a private platform like e-mail, and then the customer doesn't feel pressured by your asking. Thank them for reading your reply and ask them if they will consider the removal of the review in light of their recent experiences with your visitor. Be sure to remain patient and don't make whatever demands on the client.

iii. Solve the customer'due south problem.

This ane may seem obvious, just customers often get out negative reviews because their original need from your business was never fulfilled. For instance, you lot may enjoy the client service at a restaurant but hate the food they serve you. Even though your beef — pun intended — isn't with the restaurant's staff, your review still gets counted nevertheless.

It'south important to recognize the problems that customers are reporting in your negative reviews and take action to correct them. Once you practice, follow upward with the customers who left poor reviews and meet if they're willing to attempt your product or service again. Brand it clear that you have taken steps to correct your past mistakes and you still value their human relationship with your business. While you may not win every customer over, this promotes a customer-centric culture for your make's reputation.

iv. Follow upwardly with customers.

I common statistic that customer service experts like to signal out is that 85% of customers believe reviews older than three months are irrelevant. However, this stat neglects that these older reviews withal count towards your concern's overall rating on Google. That rating is extremely important because 52% of customers will non buy from a business if it has less than a 4-star rating.

Additionally, a lot can modify with your business every bit yous abound and develop over time. A Google review that was posted two years ago may not exist as accurate today. If the user is still active, try to contact them via the review and see if they would be willing to edit their post. Or, offer them an incentive to attempt your product or service again in substitution for an updated review.

5. Cosign the review.

Believe it or non, some people on the cyberspace are deceitful. It gets worse. Some people will even write fake reviews to sabotage their competitors' concern.

If you're dubious of a review's authenticity, look for signs that would confirm information technology is a imitation. Fake reviews often lack details and seem similar they could apply to almost whatsoever business. Cheque to see if the reviewer has left any other reviews and if they take a motion picture listed with their account. Then respond to the review. If yous don't get a response, flag the post as inappropriate and wait for Google to review your study.

The Power of Google Reviews is in Your Hands

Waiting for Google to remove a review from its search engine can exist fourth dimension-consuming and tedious. Yet, the steps listed higher up should help your customer service team speedily address negative Google reviews and improve your relationship with new and existing customers.

Editor'south note: This post was originally published in Jan 2020 and has been updated for comprehensiveness.

Originally published Sep 21, 2021 2:45:00 PM, updated November 12 2021

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Source: https://blog.hubspot.com/service/delete-google-reviews

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