A Professional’s Guide to Managing Negative Reviews for Service-Based Businesses (2024)

In the digital age, no business is immune to negative reviews. These reviews can impact your brand's reputation and deter potential clients. However, there are effective strategies for mitigating the damage caused by adverse reviews on platforms like Google or even turning them into a net benefit that will help your business drive more leads & sales. Here's how you can navigate this challenge, whether you run a home & field service, or any small service business or start-up in need of robust review management and reputation management.

Understanding the Types of Reviews Eligible for Removal

Not all negative reviews qualify for removal from Google. It's crucial to determine if the review in question meets any of the following criteria:

• Contains profanity, harassment, or hate speech

• Discloses private information about someone other than the reviewer (such as an employee’s personal contact details)

• Promotes illegal activities or content

• Contains download links or encourages viewers to visit external sites for certain products/services

• Is spam or appears as a fake review with unrelated, promotional content

If the negative review violates Google’s policies and matches any of these categories, it's time to take action.

Steps to Remove Inappropriate Reviews from Your Google Business Profile

Now that we understand which reviews warrant removal, let's outline the steps to eliminate them.

Step 1: Flagging the Unwanted Review

To flag a review:

1. Navigate to your Google Business Profile via Google search or the Google My Business app.

2. Locate the review and select the "Flag as inappropriate" option (usually represented by a flag icon).

3. A form will appear requesting additional information; fill it out and submit it.

4. Provide contact details (like your email address) for updates on your request.

Flagging a review marks it for assessment by Google’s moderators, a process that can take 24-48 hours. Be patient as they determine whether the review violates their guidelines.

Step 2: Contacting Google Support

If the review remains unaddressed after several days, contact Google Support:

1. Access your Google My Business dashboard and select 'Help' from the menu.

2. Choose a method to contact support (chat, email, or phone).

3. Provide details about the review, including a link and an explanation of why it violates policies.

While support representatives cannot remove reviews directly, they can expedite the process and provide updates.

Alternative Solutions for Managing Negative Reviews

Sometimes, a review may not violate Google’s policies or be deemed eligible to remain. In such cases, consider these alternatives:

Respond Professionally and Promptly

Address the issue professionally to demonstrate your commitment to customer satisfaction. A well-crafted response can improve the reviewer’s perception and serves as a testament to your customer service efforts. Business Management software like Thryv have built-in notifications & automation to help you keep track of not just your own reviews, but even the competition.

Encourage Positive Customer Feedback

Encourage satisfied customers to leave positive reviews to overshadow the negative ones, boosting your overall rating and showcasing a balanced perspective. Software like NiceJob do this and more, including automatically publishing those 5-star reviews to your website to act as social proof to mitigate the negative effects of the bad ones.

Alternatively, service providers like Rehash Digital offer comprehensive Reputation Management Services that use both technology & the human touch to make sure your reviews are always managed, regardless of the situation.

Learn from Constructive Criticism

Some negative reviews offer valuable insights into areas for improvement. Use this feedback constructively to enhance your services and prevent similar issues in the future. This paired with a prompt review saying that you've taken the feedback and are acting on it actually serves to improve your brand instead of diminishing it.

Preventative Measures Against Fake & Unwanted Reviews

To protect your online reputation, adopt a proactive approach:

• Regularly monitor reviews: Keep an eye on new feedback to identify and address any suspicious content promptly.

• Maintain clear documentation: Record transactions, conversations, and customer interactions to support disputes if needed.

• Invest in a reputation management system: Utilize tools designed to monitor and manage online reviews, making it easier to identify and address harmful feedback.

By employing these strategies, you can effectively manage your online presence and maintain a strong, trustworthy reputation. Of course, if you simply don't have the bandwidth to do all of these steps, you can book a free consultation with us to talk about either technology to help automate your processes, or someone to help you manage it directly!

FAQ

Managing Negative Reviews for Service-Based Businesses

1. How can negative reviews impact my business?

Negative reviews can harm your business's reputation, deterring potential customers and lowering your overall rating on platforms like Google, which can affect your visibility and credibility.

2. What types of reviews can be removed from Google?

Reviews that contain profanity, harassment, hate speech, private information, illegal activities, spam, or fake content can be flagged for removal according to Google's policies.

3. How do I flag an inappropriate review on my Google Business Profile?

Navigate to the review on your Google Business Profile, click the "Flag as inappropriate" option, and provide the necessary information in the form that appears. Google's moderators will then review your request.

4. What should I do if my flagged review isn't removed?

If the review isn't addressed after several days, contact Google Support through your Google My Business dashboard. Provide details about the review and explain why it violates Google's policies.

5. How can I mitigate the impact of negative reviews that can't be removed?

Respond professionally and promptly to negative reviews, encourage satisfied customers to leave positive feedback, and use constructive criticism to improve your services. Regularly monitor reviews and invest in reputation management tools to maintain a strong online presence.