Small business owners and those in the travel and service industry know the power of online reviews. While some negative reviews throw out wild generalizations about specific situations, they shouldn't be dismissed. Make sure you have your processes in place to foster an exceptional customer experience. If you are looking for google review removal, you can take help from a trusted company.
Small business owners and those in the travel and service industry know the power of online reviews. While some negative reviews throw out wild generalizations about specific situations, they shouldn't be dismissed.
Reviews from strangers have an incredible impact on consumers. Understanding how these reviews and the corresponding platforms work is critical for businesses that want to maintain a positive public reputation.
Some questions have been frequently asked, "Can I remove negative reviews or can I pay to have them removed?"
The short answer to this question is no, but there's more!
Unfortunately, there is currently no method to remove negative reviews from Google, Yelp, TripAdvisor, or other major review platforms. However, that does not mean that in this regard nothing can be done.
What about "reputation management" companies that claim to remove bad reviews?
We at Signalfire have received many emails from so-called reputation management companies, and we can assure you that they should be cast aside along with notes from a Nigerian princess who wants to give you all of her family's wealth. They are simply scams.
Google, Yelp, TripAdvisor, and other major review sites base their credibility on providing honest, unadulterated reviews. Some of them even go so far as to blacklist companies that try to manipulate the system by writing fake reviews or paying someone to boost reviews dishonestly.
Yelp, for instance, really has a reporting form for advocates who promise to remove or manipulate reviews, which you can find here.
But this still fosters the query of what can I do about negative reviews?
Storytime: a real-life example of a bad review
Our owner, Matthew Olson, once took a vacation with his family. His son was becoming quite the foodie, especially when it came to seafood.
Like any modern parent, Matthew pulled out his smartphone and started Googling great restaurants in the area that served seafood. His heart sank when he actually saw that the only place in town that served seafood received a measly 1.5 stars out of a possible 5.
Looking at the reviews on Yelp, Google, and TripAdvisor, the outlook ranged from discouraging to dismal. Prices are high. Poor quality. Poor service. These formed a triple whammy of horrors for a family looking for a relaxing meal.
Bad reviews cannot be removed, but they can be addressed.
This should have been a significant concern for a seafood restaurant, but where were they? The reviews ranged from two weeks to three years old. No one from the establishment responded to the negative feedback, giving the impression that they simply didn't care.
Be sensitive, not insensitive.
As a good business owner, it is crucial to monitor and respond to online reviews, both good and bad.
Undoubtedly, you will come across instances where a reviewer launches a real attack on the integrity of your business. You can't control the comment itself, but you can manage your response.
Try not to react defensively. Instead, you can apply the "customer is always right" mentality and apologize honestly. Negative reviews often come from customers who simply want to be heard. Show that you care that your customer had a negative experience and present options for repairing the relationship.
Examples of these particular options could be refunding money, offering a voucher for a future visit, or only promising to fix the problem internally. This is your opportunity to show the customer that you take responsibility for the mistake and are willing to go the extra mile to avoid the future error.
In the seafood restaurant case, Matthew would have dismissed the negative review if someone at the restaurant had taken the time to comment on it. Even a simple "sorry, we're trying to do better" would have turned his minivan into a parking lot.
It is expensive to deal with.
Ask questions to bad reviewers.
Some reviewers will also report false information about your business establishment. Most review sites have a button to flag a review as inappropriate, but the platform takes time to take action (if it does).
It is in your one of the best interests to try to respond in a way that reveals fabrication." Who was your waiter? "What room did you stay in?" "When did you make your reservation?"
By answering the questions, you demonstrate that you are alert to the allegations. Of course, this question should be preceded by a sympathetic comment, such as "We're sorry you didn't enjoy your stay" or "We're very sorry you felt that way."
After you've spoken to the wrong examiner (and let's say you've provided a solution that works for him or her), another critical question to ask is, "Are you considering withdrawing your exam?". This is your exact chance to have a lousy exam withdrawn, so do not ask the question until you are pretty sure the examiner is completely satisfied. In addition, you must accept the request.
Take a proactive approach to bad exams.
Again, it's better to be proactive than reactive. If you know that negative reviews are part of your business, shouldn't you have a plan to combat them?
One of the best and crucial ways to prevent your customers from receiving negative feedback is to fill it with much better comments!
Set up a plan that suggests customers leave an online review after every transaction or interaction. In addition, this will also improve the number of customers who participate in the review process, resulting in more positive reviews.
Make sure you have your processes in place to foster an exceptional customer experience. If you are looking for google review removal, you can take help from a trusted company.