When it comes to online digital marketing, reviews can make or break your company. Everyone is online searching for “the best company near me” and reading reviews across sites like Facebook, Yelp, Apple, and Google.
The first thing that appears when your company appears on Google is your star rating. How have other clients ranked you and what have they said.
Almost every customer looks at reviews before moving forward with a business. And it’s not just about your positive reviews, but your negative ones. Bad reviews can make a company feel defensive, panicked, and nervous about its reputation.
Bad reviews aren’t always bad, though. Find out how to respond to a bad review, why responding to a bad review can help your company, and if the review can be removed for violating Google’s policies.
Want more help? Contact us for total online PR management and avoid the hassle of stressing over bad reviews by yourself. We’ve got it covered.
Why Reviews Matter
Reviews aren’t just PR management but a way to know exactly how customers are talking about your business, what they like, and what went wrong. Don’t consider a bad review something to panic over but a chance for your company to improve and pivot to meet customer demand.
As you take in feedback, learn the best way to respond to negative reviews to improve your company’s reputation and increase leads through conflict resolution.
5 Tips for Managing Bad Google Reviews for Small Businesses
1. Reviews Aren’t for You – They’re for Future Clients
The biggest mistake businesses make when responding to their own reviews is assuming the review is directed at them. While it is never good to have someone talking badly about your company – or naming mistakes you didn’t make – reviews are for the public.
When responding to a bad review, you need to remember that the customer who left the review likely has made up their mind (although you should always try and fix the situation!). However, new customers want to see how you handle a bad situation and what you do for the client.
2. Show Positive Resolutions and Customer Care
Take the time to be positive, apologetic, and available when responding to bad reviews online. Offer a solution, like asking the customer to call your business for more info or letting them know you’re improving your training to prevent this from happening again. Show customer care, forward thinking, and solutions instead of empty promises.
New customers will appreciate the tact, clarity, and thoughtfulness, and will feel comfortable working with your business, knowing you have their back if something goes wrong – because sometimes, things don’t always go to plan, and you want clients to know you can handle it.
3. Don’t Get Defensive – Problem Solve
We’ve all seen defensive review replies. A business owner goes off, saying the customer is at fault, they did nothing wrong, and they didn’t want that business anyway, so they can go somewhere else next time.
Do you want to work with these companies? Because most customers don’t. Defensive replies show new customers that if something goes wrong, you may become angry, aggressive, or violent. People want to work with friendly, calm companies that give them promise.
Even if there is nothing you can do or the review is out of line, show other customers how friendly you can be and how you can help even in the face of bad press.
4. Follow Through on Solutions
When a client has come back to you after leaving a bad review looking for a solution, you’re best bet is to work with them and follow through on resolutions. Of course, if a customer is aggressive, out of line, or being unreasonable, you need to put your business needs first. However, do not promise a solution and then not follow through.
Many customers can be persuaded to fix a negative review if you offer and follow through on a solution. A 1-star review that updates to even a 4-star review shows positive action from your company and is really beneficial to new clients.
Don’t ask a customer to get in touch online and then ignore them or refuse to help – always provide a solution you can safely give and they’ll likely update the review to showcase how you have gone above and beyond.
5. Be Mindful About Reporting Reviews
Some reviews are blatantly wrong, out of line, or give false information. Platforms like Google have a reporting system for reviews that go against their policy and can be removed. However, you want to be mindful about how often you report reviews and how you go about it.
Platforms like Google put honest, real experiences at the forefront of their policy. However, they will not tolerate harassment or fake reviews. If the review is bad but factually correct and not aggressive, you’re best off responding.
When reviews lie, come from a source that isn’t a client, attack someone in the business, or provide false info, you can report the review. Make sure you carefully select which reason the review goes against the policy for the best chance of success at removing negative reviews.
Bonus: 1-Star and 2-Star Reviews Can Actually Help Your Company (Yes, Really)
Ever research a company and see nothing but glowing, 5-star reviews? Every customer is satisfied, no one has ever had a problem, and they have perfect marks.
Seems too good to be true, right?
Companies with entirely 5-star reviews can come off as fake to clients and make customers skeptical. A business will always have highs and lows and it’s important that potential customers have a metric to see how often you’ve been the best and what your worst actually looks like.
The great news is that bad reviews showcase that your business is doing wonderful work, even when satisfaction isn’t 100%, you’re responsive and focused on customers, and you have a real business that isn’t fake and full of bogus reviews.
Celebrate all reviews – because as long as you’re reviews are averaging over 4 stars, even bad reviews show how good your company is and what a sure bet working with you will be.
How a Professional Digital Marketing Company Can Help
Bad reviews, and good reviews, both need attention. All reviews should be responded to, given a thank you, and carefully considered by your team. This can feel time-consuming and may fall behind other, more important critical business tasks.
Graphic Forms digital marketing company in Howard County, has been helping small businesses manage their online reputation and reviews for years. We know how to respond to reviews, what to say in the face of negative feedback, and what reviews qualify for removal per Google’s standards.
With a digital marketing team managing your online reputation, you can receive reports about what customers are saying, how you are thriving, and where you need to improve. We compile the data, handle the resolution, and you reap the rewards.
Ask about a digital marketing package today – serving small businesses in the DMV and across America.
FAQs
Why should businesses respond to bad Google reviews instead of ignoring them?
Responding to bad reviews shows future customers how your business handles issues with professionalism, care, and a willingness to resolve problems, which builds trust and boosts your reputation.
Can a negative review be removed from Google?
Yes, if a review violates Google’s policies—such as being fake, harassing, or factually incorrect—it can be reported and potentially removed.
What’s the biggest mistake businesses make when replying to negative reviews?
The biggest mistake is getting defensive; instead of arguing, businesses should stay calm, offer solutions, and show they value customer feedback.
How can responding positively to a bad review benefit a business?
A well-handled negative review can be updated by the reviewer to a better rating, showing other customers that your business is proactive and customer-focused.
Why are a few 1-star or 2-star reviews actually good for your business?
A mix of reviews, including some lower ratings, makes your business appear more authentic and trustworthy than having only perfect 5-star ratings, which can seem fake.
