Negative reviews can have a significant impact on a business. Whether it’s on Google, Yelp, or other review platforms, a bad review can drive away potential customers and hurt your reputation. According to a study by BrightLocal, 82% of consumers read online reviews before making a purchase. A single negative review can reduce the likelihood of someone doing business with you by 21%.
With the potential damage negative reviews can cause, you may wonder if it’s possible to get them removed. The answer is yes, but it depends on the review, the platform, and how you handle it.
When Can You Get a Negative Review Removed?
Not all negative reviews can be removed. Review platforms like Google and Yelp are designed to give customers a space to share their honest opinions, whether they are positive or negative. However, there are situations where a negative review might violate the platform’s guidelines, making it eligible for removal.
1. Reviews That Violate Guidelines
Most review platforms have rules that govern what is acceptable. Reviews that break these guidelines are the most likely to be removed. Here are some common reasons a review might be removed:
- Spam: If a review is clearly spam, like multiple fake accounts leaving similar negative reviews, it may be taken down.
- Offensive Content: Reviews that contain hate speech, profanity, or threats are typically against platform policies.
- False Information: If a review contains misleading or false claims, you may be able to get it removed by reporting the false information.
- Conflict of Interest: If the review was written by someone with a personal connection to the business, such as a competitor or ex-employee, it may be considered a conflict of interest and could be removed.
If you believe a review violates the guidelines, you can report it to the platform for review. Each platform has its process for reporting reviews.
2. Reviews from Non-Customers
A review should be based on a customer’s actual experience with your business. If someone leaves a review without ever having used your service or purchased your product, it may be flagged as irrelevant. Some review platforms will remove reviews if they can verify the reviewer never interacted with the business.
How to Report a Negative Review
If you find a review that violates guidelines or comes from someone who has never been your customer, you can follow these steps to report it.
1. Report the Review on Google
To report a negative review on Google, follow these steps:
- Go to your business listing.
- Find the review you want to report.
- Click on the three vertical dots next to the review.
- Select “Flag as inappropriate.”
- Fill out the form and explain why the review should be removed.
Once you report the review, Google will investigate. If they find that it violates their guidelines, they will remove it. The process can take a few days or even weeks, so be patient.
2. Report the Review on Yelp
To report a negative review on Yelp:
- Find the review you want to report on your business page.
- Click the three dots and select “Report review.”
- Choose the reason for reporting and provide any necessary details.
Yelp’s team will then review the flagged content and determine whether it should be removed based on their guidelines.
3. Report the Review on Facebook
To report a negative review on Facebook:
- Go to the review on your Facebook page.
- Click the three dots in the top-right corner.
- Select “Find support or report recommendation.”
- Choose the reason for reporting.
Facebook will review the report and decide if the review violates their policies.
Can You Remove a Legitimate Negative Review?
If the review doesn’t violate the platform’s guidelines, it’s unlikely you will be able to get it removed. However, even legitimate negative reviews don’t have to be a permanent stain on your business. There are other ways to handle them.
1. Respond Professionally
One of the most effective ways to handle negative reviews is by responding professionally. According to a survey by ReviewTrackers, 45% of consumers are more likely to visit a business if it responds to negative reviews.
Here’s how to respond effectively:
- Stay Calm: Don’t react emotionally or defensively. Instead, stay calm and collected in your response.
- Apologize: Even if the review isn’t entirely fair, it’s helpful to apologize for the bad experience the customer had. A simple apology can go a long way in showing that you care.
- Offer a Solution: Show the reviewer you’re willing to make things right. Offer a solution to fix the problem, whether that’s a refund, replacement, or another service.
By responding in a positive and professional way, you can sometimes turn a negative review into a positive outcome. Other customers reading the review may be impressed by how you handled the situation, which could improve your reputation.
2. Encourage Positive Reviews
One negative review can seem much smaller if your business has plenty of positive reviews. Encourage satisfied customers to leave reviews to build a positive reputation. According to a study by Podium, 77% of consumers are willing to leave a review if asked, so don’t hesitate to ask for feedback from happy customers.
Here’s how to encourage more positive reviews:
- Ask in Person: After providing great service, ask your customer if they’d be willing to leave a review.
- Follow Up: Send a follow-up email after a purchase or service asking the customer to review their experience.
- Make It Easy: Provide a direct link to your business’s review page in emails or text messages to make the process simple.
The more positive reviews you have, the less impact a single negative review will have on your overall rating.
Avoiding Fake Reviews
Sometimes, competitors or disgruntled individuals may leave fake negative reviews to harm your business. Fake reviews can be frustrating, but there are steps you can take to avoid them and protect your reputation.
1. Monitor Your Reviews Regularly
Stay on top of your reviews by regularly checking them. This way, you can spot fake or harmful reviews as soon as they are posted and take quick action to report or address them.
2. Use Review Management Tools
There are tools available that can help you monitor and manage your reviews. These tools can alert you when new reviews are posted, so you can respond quickly to both positive and negative feedback. Some tools even help you track which reviews have been reported or flagged.
Final Thoughts
Getting a negative review removed isn’t always easy, but it’s possible under the right circumstances. If the review violates platform guidelines, such as containing false information or offensive language, you can report it for removal. However, if the review is legitimate, your best option may be to respond professionally and encourage positive reviews to outweigh the negative ones.
In more extreme cases, you may need to take further steps to delete Google reviews that are harmful to your reputation. With the right approach, you can manage negative reviews effectively and protect your business’s reputation in the long run.
