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How to Manage Bad Google Reviews – 5 Steps to Respond to Negative Feedback

Manage Poor Google Reviews

A recent survey found that 85% of online consumers trust reviews as much as a personal recommendation from their friends. With your Google Business Profile listing being a critical factor to help finding new customers, effectively managing negative Google reviews may have a positive impact on converting those people into new business. 

A negative review can impact your business reputation as well as your bottom line, and while you can’t control what people say about your business online, there are steps you can take to better manage bad reviews and save your online reputation. 

Can You Delete Google Reviews?

The short answer is no. Google’s approach is to be honest and transparent about customer feedback so as much as you’d like to just delete reviews that paint you in a not so good light, it’s generally not possible to remove Google reviews. 

The exception to this is if you believe a negative review is in breach of Google’s content policies. In the case of an inappropriate review you may choose to report the review and ask Google to remove it. Google will complete an assessment process (this can take several days to process) and if they determine that a review contains inappropriate content or they can’t determine the review’s authenticity they may choose to remove it so it no longer appears on your Google Business Profile or in Google search results. 

Criteria that may make a review eligible for removal include: 

  • Harassment, hate speech and other offensive content 
  • Deceptive content or misrepresentation 
  • Restricted or dangerous content or content that breaches local legal regulations 
  • Off topic content or advertising 

The process of flagging a review and requesting removal can be managed via your Google Business Profile Manager, or through Google Search or the Google Maps app. Once you’ve reported a review, you can check the status of your report through the reviews management tool. Your report will be marked as “decision pending”, “report reviewed – no policy violation” or “escalated – check your email for updates”. If you believe the decision is incorrect, you can submit a one-time appeal to have negative reviews looked at again – you’ll need to provide more specific information on why you think the review is in breach of Google policies. 

Manage Bad Google Reviews

What about spam or fake reviews?

Google use spam detection automation to remove potentially fake reviews or reviews that are likely to be spam. While this helps counteract fake Google reviews, it is an automated feature and doesn’t always do the best job at determining what is are legitimate reviews and what are not. If you have a review on your Google Business Profile you believe is fake, you can try reporting it via your Google Business Profile (especially if it also violates Google policies) and you may be able to have the review removed. 

How Do I Manage Negative Google Reviews that Can't be Removed?

While we’d all much rather have a glowing review record full of positive reviews, the truth is that negative reviews are part of the package. In fact a well balanced review profile with both good and bad online reviews can actually work in your favour. Though you generally want more positive reviews than negative ones, the good news is that even a negative experience can be seen as a valuable opportunity to show how your future readers how you respond to customer feedback. 

How to Respond to a Bad Google Review 

Outlined below are tips to help effectively manage and respond to poor reviews left on your Google Business Profile. 

1.Read the Review 

It sounds straightforward, but before you start typing away, you should take a moment to carefully read the review and put yourself in the customers shoes. 

Can you see their point of view? Would you feel the same way if you were in their situation? Is their criticism warranted? 

While nobody likes reading a negative review from an unhappy customer, taking a deep breath before you respond can stop you from letting your emotions take over. Remember that behind a negative Google review is a human being just like you (and your potential customers) and you should respond with professionalism and respect. 

2.Respond Publicly 

Don’t shy away and try to resolve this matter privately when it’s posted in a public forum. Responding publicly shows both your customers and your potential customers that you’re active, responsive, and are willing to put in the effort to address customer feedback. 

Make sure you respond in a timely manner – a prompt response shows that your customer’s experience is important to you and can help to resolve a negative situation before it escalates. 

3.Address Your Mistakes 

Nobody likes to admit their mistakes, and the more your business grows, the more likely you are to make mistakes. Different customers will have different needs, and it’ll become increasingly unlikely that you will please them all. How you respond to these mistakes will ultimately shape your brand’s online reputation and the way you are perceived by future customers/ 

The best way to address your mistakes is to be open and honest. Research conducted by sproutsocial found that 86% of people surveyed say business transparency is more important than ever before. No person or company is perfect but taking responsibility for your mistakes when they occur will help to build customer rapport.  

Steps to manage negative reviews

4.Offer Solutions 

Apologising to customers and admitting mistakes without providing solutions won’t actively solve their issue (or turn them into from a business detractor to a promoter).  

Avoid using negative language and stay open to finding a resolution. Suggest actionable ways you can solve their issue and offer to make it right so they’re getting the value that they originally anticipated from your business.  

5.Follow Up 

It shouldn’t end with just the initial contact, following up with your customer is critical and can help positively shape their perception of your brand. Be prepared to have an in-depth conversation about their experiences with them. Once you feel that your customer is satisfied with your response, and now has actionable outcomes, that will positively affect their experience and perception of your brand, ask them if they would be open to changing or updating their initial review. 

An Important Note for Healthcare Practitioners

Advertising, including online advertising for healthcare practitioners in Australia is regulated under guidelines set forth by The Australian Health Practitioner Regulation Agency (AHPRA). Online reviews, including Google reviews fall under the category of testimonials and there are specific rules and restrictions around how a healthcare practice utilises these in their marketing. The guidelines largely apply to testimonials created or posted under the direct control of the advertiser (in most cases this is the business owner themselves, even if they have engaged a marketing agency to act on their behalf), for example reviews embedded in a practice website or reposted on social media. Reviews left on third party review sites such as Google are not restricted as advertisers do not have direct control over the posting or display of these reviews, however engaging with these reviews may be seen as a violation of the guidelines. For this reason it is advised that healthcare professionals do not respond to reviews (negative or positive) on their Google business profiles or other third party review sites.  

 

Showing customers that you value their feedback and taking time out of your day to acknowledge their frustrations can go a long way to helping boost your Google ratings, customer experience as well as help to win over potential new customers. To discuss your online presence or digital marketing strategy, contact practiceedge. 

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