Running a business is hard, and there’s no better feeling than seeing a positive review come through.
But when a bad review weaves its way in it can drive you crazy!
We live in a world where the opinions of strangers have a big impact on whether we use a service or not.
According to a recent study, 77% of people will almost always read reviews before deciding on a local business to use.
Furthermore, 89% of people are more likely to use a business that responds to all of its reviews.
When you receive a bad Google review, it’s normal to wonder if there is a way to just pay someone to remove it. Unfortunately, this is not possible.
Major review platforms, such as TripAdvisor, Yelp, and Google, pride themselves on providing honest reviews, so they do not offer any services where you can pay to have them removed.
On this point, you can easily find companies claiming they can remove any negative reviews about your business for a fee.
But to be clear: No one is able to delete a bad review other than the review site themselves.
Any company you pay to remove a Google review is simply going to do the exact same things we explain below.
In short we’re going to walk you through how to report inappropriate or fraudulent reviews through your Google My Business account. And if Google’s review moderators agree with you then they’ll delete any reviews that violate the Google Review Policy.
Understanding Google’s Review Policy
Google’s review policy is designed to ensure that reviews on Google Maps and and Google Business Profile reviews (aka Google My Business) are helpful, relevant, and respectful.
This policy helps to maintain the integrity of the Google review system, ensuring that potential customers get an accurate picture of your business.
Here are the core principles of Google’s review policy:
Personal Experience: Reviews should be based on a customer’s personal experience with your business. This ensures that the feedback is genuine and relevant.
Honesty and Accuracy: Reviews should be honest and accurate, reflecting the true nature of the customer’s experience.
No Spam or Fake Content: Reviews should not contain spam, fake, or misleading content. This helps maintain the credibility of the review system.
Respectful Content: Reviews should not contain hate speech, harassment, or explicit content. This ensures a respectful and safe environment for all users.
Confidentiality: Reviews should not contain personal and confidential information, protecting the privacy of individuals.
Google also prohibits certain types of reviews, including:
Fake Reviews: Reviews that are not based on a customer’s personal experience with your business. For more on this, check our our guide on removing fake Google reviews.
Spam Reviews: Reviews intended to manipulate a business’s rating or reputation.
Hate Speech and Harassment: Reviews containing hate speech, harassment, or explicit content.
Confidential Information: Reviews that disclose personal and confidential information.
Understanding these guidelines can help you better manage your Google reviews and ensure that your business is represented fairly and accurately.
Can I Remove A Bad Review On Google?
If you’d like a negative review to be removed, the person who wrote the review can delete it themselves. We know, unlikely, but if you reach out to them and try to resolve their issue you may be surprised. For more tactical steps, check out our article about responding to negative reviews.
In cases where what’s written is an inappropriate review, you can report the review to Google for violating content policies.
Bear in mind, this will only apply if there are intentionally misleading, inappropriate, or abusive comments. Google has around ten different types of content that it will not allow:
Content that is illegal
Content that has reference to terrorism
Illegal content
Restricted content
Offensive/abusive content
Conflict of interest
Sexually explicit content
Content that is off-topic
Spam and fake content
Content that is derogatory and dangerous
Google does have a filter system, where it will remove comments that don’t comply with its review policies.
Although it’s a reliable service, some inaccurate reviews can be overlooked, so you can take matters into your own hands and report them.
You can do this by selecting the ‘report’ option next to the unwanted review. You will then be directed to a report that you must fill in. The question ‘what’s wrong with this review?’ will come up, and you’ll need to choose an option from the menu.
This will send the request to Google and if it goes against their policies they will remove the review.
If the review isn’t in violation of Google’s Review Guidelines, you have a couple of options:
If you have the person’s contact information, you can reach out to them privately. Try taking into account what this person has commented on. Is it something you can fix? Is it something you weren’t aware of? If you’re able to fix the problem, and it seems appropriate, you can kindly ask them to remove or revise their negative review. You might be surprised that if you resolve the issue and explain to the customer how important reviews are for your business, they just might update their review.
In instances where you think a public explanation may be helpful, you can write a response to the person directly on Google. In this response, it would be wise to address the person directly, express your apologies, and either explain how you will fix the issue or offer to speak offline, so you can help resolve it.
How to Remove a Google Review
Removing a Google review can be a challenging process, but it’s possible if the review violates Google’s review policy. Here’s a step-by-step guide to help you navigate this process:
Flag the Review: If you believe a review is fake, spam, or violates Google’s review policy, you can flag it for removal. To do this, click on the three dots next to the review and select “Flag as inappropriate.” This action alerts Google to the problematic review.
Report the Review: If the review is not removed after flagging it, you can escalate the issue by reporting it to Google. Again, click on the three dots next to the review and select “Report review.” This will prompt you to provide more details about why the review should be removed.
Contact Google Support: If the review is still not removed after reporting it, you can contact Google support for further assistance. You can reach out to Google support through your Google Business Profile (aka Google My Business) dashboard or by filling out a support form. Providing detailed information and evidence can help expedite the process.
By following these steps, you can take action against reviews that violate Google’s policies and protect your business’s online reputation.
Is It Illegal To Delete Negative Reviews?
With regard to Google, while business owners cannot remove reviews themselves, you can report them to Google, who will then remove them if they don’t comply with their review policies. This is usually the case with other review sites too.
The Federal Trade Commission (FTC) protects the rights of consumers to share honest opinions about a business’s services or products. Therefore, it is illegal for any business to prevent individuals from posting negative reviews.
Review sites will delete negative reviews if they go against their guidelines and review policy (for example, reviews that are blatantly offensive or completely inaccurate will be deleted), or if their algorithms detect something “unnatural” about the review (for example, if the reviewer has online activity that indicates it may be posted by a “review farm” as opposed to a real customer).
Responding to Negative Google Reviews
Responding to negative Google reviews is an essential part of managing your online reputation. Here are some tips to help you respond effectively:
Respond Promptly: You should respond to Google reviews as soon as possible to show that you value your customers’ feedback and are committed to resolving issues.
Be Professional: Maintain a professional and respectful tone in your responses. Avoid getting defensive or confrontational, as this can escalate the situation.
Apologize: If a customer has had a negative experience, offer a sincere apology for the inconvenience. Acknowledging their concerns can go a long way in rebuilding trust.
Offer a Solution: Provide a solution to the customer’s problem or suggest a way to make things right. This demonstrates your commitment to customer satisfaction.
Keep It Concise: Keep your response concise and to the point. Long-winded responses can be overwhelming and may not be read in full.
By following these tips, you can turn a negative review into an opportunity to demonstrate excellent customer service and potentially win back a dissatisfied customer.
A bonus to responding to your Google reviews? Replying to Google reviews helps with SEO (shh – don’t tell your competitors).
A Better Solution To Dealing With Google Reviews
If you’re reading this, then that Google review that you want to be removed is probably all you can think of right now, and that makes complete sense.
But if you take a step back and look at the bigger issue, you’ll see that the problem isn’t one or two bad Google reviews (even if they tear you apart and even if they’re completely wrong or even fake).
The real problem is that you don’t have a steady stream of positive reviews to drown them out.
After all, if you had 5 or 10 or even 20 positive reviews for every negative review, would you really be bothered when a negative review comes in?
Review management software like ReputationStacker helps you consistently get more Google reviews… automatically.
ReputationStacker automatically sends your customers an invite via email or text message, has them rate your business, and directs them to the most important review sites where they can post a review.
The system automatically follows up with your customers who don’t post a review in a natural and gently encouraging way, maximizing your reviews.
This is a very simple and effective way of controlling how your business looks online. And it’s why some businesses have so many more real customer reviews than their competitors.
Final Thoughts
Online reviews can really make or break a business, no matter what service or product you are providing.
Using automated reputation management software like ReputationStacker means you won’t need to worry about a few negative reviews here and there, as the new positive reviews you receive will far outweigh them.
Using ReputationStacker is a big step forward in making your business look great online and getting new customers.
Frequently Asked Questions About Google Review Management
How can I remove Google reviews about my business?
To remove Google reviews, you can either flag the review as inappropriate or file a request for removal if the review violates Google’s review policies. Google only removes reviews if they contain spam, false information, or violate guidelines. If the review is negative but legitimate, you cannot directly remove it, but you can report fake or abusive reviews through your Google Business Profile (aka Google My Business).
Will deleting my Google Business Account delete the reviews?
Deleting your Google Business account does not remove the reviews associated with it. Google reviews are tied to the business listing, not the account itself. If you delete the account, the reviews will still appear in Google search unless flagged for removal due to policy violations.
How can I optimize my Google Business Profile for better local rankings?
To optimize your Google Business Profile, make sure your business details are accurate, including your name, address, phone number, and hours. Regularly update your business photos, request Google reviews from all of your customers, and respond to reviews. This can boost your visibility in local search results and Google Maps.
What are effective ways to ask for Google reviews from my customers?
One of the most effective ways to ask for Google reviews is to encourage customers to leave feedback immediately after they do business with you. You can send follow-up emails, include review links on receipts or invoices, or ask directly in person. Many businesses use reputation management software like ReputationStacker to automate the process of getting more online reviews from their customers.
Do Google reviews help SEO?
Yes, Google reviews play an important role in SEO, especially for local businesses. A high volume of reviews earned consistently over time can signal to Google that your business is trustworthy and relevant, increasing your chances of appearing in local searches. As an added bonus, replying to Google reviews also helps with SEO.
How do I improve my Google review rating?
To improve your Google review rating, focus on providing excellent service and encourage all of your customers to write a Google review. Responding to both positive and negative reviews professionally, addressing complaints, and resolving issues can also help maintain a positive overall rating. Consistently gathering legitimate reviews from your customers is key to long-term improvement.
How do I add Google reviews to my website?
To add Google reviews to your website, you can either manually copy and paste individual reviews or use a review aggregation tool or plugin, like the one included with ReputationStacker.
Can I use Google reviews on social media?
Yes, you can share Google reviews on social media, especially positive reviews that highlight your business’s strengths. Sharing these reviews helps build credibility and trust with your audience. Just ensure you respect customer privacy and always seek permission before sharing any personal details.
Can my employees leave Google reviews for my business?
Technically, employees can leave reviews for your business, but it is generally discouraged by Google. Reviews from employees may be perceived as biased and could be flagged as conflicts of interest. It’s best to encourage reviews from genuine customers to maintain the legitimacy and credibility of your Google Business listing.
How do I get a Google review link?
You can get a Google review link in your Google Business Profile (aka Google My Business) settings. Once you’re logged in, navigate to the “Home” section and click on the “Get more reviews” button. You can then copy and share the link with customers to make it easy for them to leave a review. If that doesn’t work, check out our guide on How To Get A Google Review Link.
Can I flag a Google review as inappropriate?
Yes, you can flag a Google review as inappropriate if you believe it violates Google’s review policies. Common reasons for flagging include false information, spam, or abusive language. Once flagged, Google reviews the content, and if it violates guidelines, the review will be removed.
What is the process to appeal eligible reviews for removal?
If you believe a review violates Google’s review policies and has not been removed after flagging it, you can appeal by contacting Google Business Support. In your appeal, provide evidence showing how the review is misleading, defamatory, or violates any Google policies, such as posting fake reviews or false information.
Can I leave my own review on my Google Business Profile?
No, business owners are not allowed to leave their own reviews on their Google Business Profile. Google’s policies prohibit business owners from posting fake reviews. Instead, encourage your satisfied customers to leave honest and legitimate reviews to improve your profile’s credibility and ranking.
What should I do if I get a negative Google review?
If you receive a negative Google review, respond promptly and professionally. Acknowledge the customer’s concern, apologize if necessary, and offer to resolve the issue. Showing empathy and a willingness to improve can turn a negative review into a positive one. If the review is fake or violates guidelines, flag it for removal.
How do I report fake reviews on Google?
To report fake reviews, go to your Google Business Profile or Google Maps app, find the review in question, and flag it as inappropriate. You can also contact Google to request a review removal if the review contains false information, spam, or violates any of Google’s review policies.
How can I encourage more positive Google reviews?
To encourage more positive Google reviews, ask your customers for a review directly after their service or purchase. Make the process easy by providing a direct link to your Google review page. You can also offer incentives or discounts to customers who leave feedback, but ensure the review process remains unbiased and voluntary, and note that anyone receiving an incentive or discount needs to disclose it in their review.
