Customer feedback is the currency of credibility in the world of business. They help you understand the needs of your target demographic and improve your product or service.
However, with the rise of online ratings, most companies have encountered fake reviews. This can hurt your company, especially if you are a new or a small business.
So, how do you spot fake Google reviews? And how do you remove them?
This article explores all of that.
Think about the last time you bought something. Did you consult the customer reviews first? Most probably, yes. Consumers want reliability; they want to invest their money in something others trust, even if they are strangers on the internet.
Naturally, if there are any negative fake reviews against your business, potential customers can make decisions based on them. One convincing fake review can be enough to damage your enterprise. If you own a small business, it's even worse.
Google reviews hardly need any verification processes. Anyone can post a review as long as they have an account. This has resulted in a surge of fake Google reviews, either from competitors trying to slander your reputation or from trolls who want to troll.
Either way, such bad players can damage the reputation of your brand, which is why it's essential to know how to spot fake reviews.
In short, yes. There may be times when false or libelous comments make it, so you must know how to remove Google reviews. You can take steps if you feel that your company has been wronged with a review or has been faked.
The good news is that you can dispute a Google review. However, it is not an easy process, and there's no guarantee you'll be successful. Unfortunately, deleting a Google review is not as simple as going to your account on Google and removing the review yourself. Instead, you can contact Google and flag the review with the hope that they will remove it, but there is no guarantee that they will listen to what you say and remove the review for you.
According to Google's policy, reviews and other content types like photos and videos may be removed for five general reasons: civil discourse, deceptive content, misinformation, regulated, dangerous, or illegal content, and issues related to information quality. Within these categories, Google outlines 20 reasons that content, including reviews, could be taken down. These reasons include many factors, such as harassment, hate speech, impersonation, deceptive engagement, obscenity, adult-themed material, and more.
Within online reviews, small businesses must distinguish between legitimate feedback and reviews that breach Google's content policies. Understanding these instances can help your business maintain a fair and accurate online reputation.
While you can't directly delete reviews, you can take action to manage them and protect your business reputation. Here's a step-by-step guide to navigate the process:
1. Log into Your Business Hub:
First, log in with your credentials to Google Business Profile (formerly Google My Business). If you haven't already, creating a profile is quick and easy.
2. Locate the Review:
Once logged in, dive into your "Reviews" section. Find the specific review you want to address, whether glowing or concerning.
3. Flag for Review:
Click on the three dots (often representing "Options") next to the review. Choose "Flag as inappropriate" or a similar option based on the context.
4. Report the Violation (Optional):
Provide details and evidence in a report if the review blatantly violates Google's content policy (e.g., hate speech, spam). Be specific and objective in your explanation. Click "Report" to submit your request.
5. Await Google's Decision:
Google will review your report and determine if the review violates their guidelines. This might take some time, so be patient.
6. Seek Additional Support (Optional):
If Google doesn't remove the review after your report, and you strongly believe it violates their policies, consider contacting Google Business support for further assistance. They can offer additional guidance and insights.
7. Address the Issue Publicly (Optional):
Even if Google doesn't remove the review, consider responding publicly, professionally, and respectfully. Address the reviewer's concerns directly and demonstrate your commitment to customer satisfaction. This can help mitigate the impact of a negative review and showcase your professionalism.
Here's a quick guide to editing or deleting your own Google reviews, whether you're using a computer or phone.
On Desktop or PC:
On Mobile:
You can only edit or delete reviews you've written yourself. And if you encounter a review that violates Google's policies, you can report it for removal.
While not all negative reviews qualify for removal, and Google may disagree with your request, don't despair! Here are strategies to minimize the impact:
A well-crafted response can turn a negative review into an opportunity to showcase your professionalism and commitment to customer satisfaction.
There are many foolproof ways to spot fake Google reviews. However, there are specific trends these reviews tend to follow. We can focus on these trends to find the bad apples in the basket.
The first step in spotting fake reviews is to research the reviewer and verify their account. Often, fake reviews are written by accounts with minimal presence on other websites or social media outlets.
If the reviewer has a robust online presence and looks legit, this could be enough verification for you. But if something appears off or suspicious, it's important to do further research and double-check before deciding to remove the review.
These reviewers often open fake accounts to post multiple 1-star reviews. Hence, after the first step, your next best option would be to look for any other reviews this person might have posted. There are three broad things you may come across:
As overcompensation for lies, fake Google reviews might use very simplistic and generic language, have lots of exclamation marks, or mention information utterly irrelevant to the product.
They might also be making entirely false accusations- let's say, about the material or a specific function of the product. If such accusations seem outright impossible, you will need to take steps to try to remove them.
Do they have a picture attached to their comment? Then, it might be real. It could be a biased customer or a competitor if they don't have images on your review but on others. You can further examine the content of the review again to get a clearer idea.
One-star ratings with no comments attached neither help you understand what went wrong nor help other customers get a clear idea. These are genuine since people can be too busy to comment on anything. This is why it isn't ideal to flag every single empty rating.
So, to give them the benefit of the doubt, you can crosscheck the name, and if it's not there in your customer history, you can flag it. You may also ask them what went wrong in a reply, but they probably won't check your answer if they need more time to post a comment.
A review management tool can help you keep track of reviews on all your platforms, including Google. With a review management tool, you'll easily identify any suspicious or fake reviews and respond quickly — with one click, you can report the reviews and have them removed by Google.
Additionally, these tools will provide analytics to gain insights into customer sentiment and ensure your reviews reflect accurate feedback.
You can contact Google My Business Support directly if you need further assistance or have a more complex issue.
Here are your options:
If navigating the intricacies of Google's review removal process seems daunting, consider seeking expert help. At NewReputation, we specialize in online reputation management services. Our team is equipped to handle the complexities of disputing and removing problematic reviews, ensuring that your business maintains a positive and authentic online presence.
While deleting Google reviews may not be straightforward, understanding Google's review policy and recognizing instances eligible for removal can empower you to take action. Whether it's a disgruntled employee, offensive language, or a competitor's tactics, addressing these issues promptly is essential for safeguarding your online reputation. If you find the process overwhelming, contact professionals who can guide you through the complexities of online reputation management.