A Comprehensive Guide with Case Studies
Raymond McConville
Why Google Reviews Matter
Google reviews play a significant role in a business's online presence, influencing potential customers' decisions. According to research, 93% of consumers say that online reviews impact their purchasing choices. However, not all reviews are legitimate, and businesses need to be equipped with the right approach to handling unfair feedback.
Ways to Dispute Google Reviews
Flag the Review
If a review violates Google’s guidelines, you can request its removal by flagging it. Follow these steps:
Locate the review on your Google Business Profile.
Click on the three dots in the upper-right corner.
Select “Flag as inappropriate.”
Follow the prompts to explain why the review violates Google's policies.
Case Study: Fake Competitor Review
A small business owner in Melbourne discovered a negative review that accused their staff of rudeness on a date when the store was closed. Upon flagging the review and providing proof (business hours and security footage), Google removed the review within a week.
Respond to the Review Professionally
If a review does not qualify for removal, responding in a professional and measured way can help mitigate its impact.
Acknowledge the reviewer’s concerns.
Provide a polite and factual response.
Offer a resolution if appropriate.
Avoid being defensive or argumentative.
Case Study: Turning a Negative Review into a Positive Outcome
A restaurant received a 1-star review about slow service. Instead of ignoring it, the owner responded by apologizing, explaining that they were short-staffed, and offering a discount for a future visit. The reviewer later updated their rating to 4 stars and praised the owner's professionalism.
Contact Google Support
If flagging and responding to the review do not resolve the issue, you can escalate the matter by contacting Google Support:
Google only removes reviews that violate their guidelines, such as spam, personal attacks, or false content.
Provide clear evidence supporting your request for removal.
Use the Google Reviews Management Tool for tracking disputes and appeals.
What Google Reviews Can Be Removed?
Google will remove reviews that violate its content policies. Key points to consider:
Valid reasons for removal: Spam, conflicts of interest, offensive content, false claims, or reviews unrelated to the business.
Invalid reasons: Simply disliking or disagreeing with a review.
Third-party reviews: Reviews from external sources (e.g., hotel booking sites) cannot be flagged directly on Google. You must contact the provider.
How to Flag Google Reviews: A Step-by-Step Guide
Flagging Reviews via Google Maps
Open Google Maps on your desktop.
Find your Google Business Profile.
Locate the review you want to flag.
Click “More”, then select “Flag as inappropriate.”
Flagging Reviews via Google Business Profile
Log in to your Google Business Profile.
Locate the review you want to dispute.
Click “More” and select “Flag as inappropriate.”
Flagging Reviews via Google Search
Open Google Search and find your Business Profile.
Click “Google Reviews” to view all reviews.
Locate the review and click “More”, then select “Report review.”
Choose the type of violation and submit the request.
Using the Google Reviews Management Tool
Google provides a Reviews Management Tool to help businesses track disputes and manage reviews. Steps to use it:
Visit the Google Reviews Management Tool.
Log in with your Google Business Profile email.
Click “Confirm” and select your business.
Choose “Report a new review for removal.”
Select the review and click “Report.”
Choose a violation category and submit your request.
You can also check the status of previously flagged reviews within the tool.
Case Study: Spam Reviews Removed
A local plumber experienced a surge of 1-star reviews from accounts that had never used their services. After using the Google Reviews Management Tool and reporting them as spam, 80% of the fake reviews were removed within 10 days.
How to Request Customers to Edit or Remove Negative Reviews
Sometimes, resolving a customer’s issue can lead them to update or delete their review.
Engage with the customer professionally to understand their concerns.
Avoid pressuring them to change their review.
Offer solutions and express genuine apologies.
Politely ask if they’d be open to updating their review.
Encourage satisfied customers to leave positive reviews to balance out any negative feedback.
Case Study: Customer Changes Review After Issue Resolved
A law firm received a 2-star review from a client frustrated about response times. After a follow-up call, an explanation, and an expedited case update, the client revised the review to 5 stars, stating they appreciated the firm's efforts to make things right.
How Get That Review Can Help Manage Reviews
Get That Review is an innovative platform designed to help businesses manage their online reputation more effectively. Here’s how it can assist with Google reviews:
Automated Review Monitoring – Get real-time notifications when new reviews are posted, allowing businesses to respond quickly.
AI-Powered Sentiment Analysis – Understand the tone and impact of customer feedback to prioritize responses.
Review Request Automation – Encourage satisfied customers to leave positive reviews through automated email and SMS campaigns.
Dispute Assistance – Get That Review provides guidance on flagging and reporting inappropriate reviews to maximize the chances of removal.
Review Aggregation – Display positive reviews on websites and marketing materials to enhance credibility and attract new customers.
By using Get That Review, businesses can proactively manage their online reputation, minimize the impact of negative feedback, and boost customer trust.
Conclusion
Effectively managing Google reviews is a crucial part of maintaining a positive online presence. By flagging inappropriate content, responding professionally, and engaging customers, businesses can protect their reputation and foster trust. Leveraging tools like Get That Review can streamline review management and ensure a proactive approach to reputation management.
By implementing these strategies, businesses can maintain a strong online presence and continue attracting new customers through positive engagement.
