How to Tackle Negative or Fake Google Reviews? - PowerPoint PPT Presentation

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How to Tackle Negative or Fake Google Reviews?


If anyone drops a negative or fake Google reviews, it can dramatically lower your business ratings and reduce brand credibility online. – PowerPoint PPT presentation

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Title: How to Tackle Negative or Fake Google Reviews?

How to Tackle Negative or Fake Google Reviews?
Are you exhausted of seeing yet another negative
review on your Google My Business Account? You
are not the only one! In the current digital
world, anyone can create a fake account and leave
a positive or negative review regardless of any
security check or prior approval. And the worse
part is that these reviews directly reflect your
companys ranking. According to a survey report,
conducted by Dimensional Research, stats indicate
that 90 of respondents buying decisions are
influenced by Google Reviews. If anyone drops a
negative or fake Google reviews, it can
dramatically lower your business ratings and
reduce brand credibility online. Therefore, it is
important to understand the process and plan your
strategy well.
How to Tackle Fake Google Reviews? As discussed,
negative reviews can adversely affect your
business ratings in front of your online
customers. Unfortunately, you cannot remove or
hide Google reviews even if they are fake. Being
a small/mid-size business organization, you
should tackle it calmly but smartly. So, lets
follow these instructions to deal with Fake
negative reviews Step 1 Act Smart When you
see any negative review on your Google My
Business page, take these initial steps
  • Stay Cool, Stay Calm
  • Dont loose your temper while reading a false
    review. Take action calmly. Dont respond at all
    if you are in anger. It will communicate a wrong
  • Research the Incident
  • Do your research before you reply. Talk to your
    internal team and ask about the issue.
    Communicate privately with the reviewer to find
    the complete details from his/her end.
  • Respond Back To A Negative Review
  • Once youve done your investigation and have all
    facts in place, respond back politely. Clearly
    state what your company is doing to resolve the
    issue, how much user satisfaction is important
    for you, and share with them steps that are being
    taken. Please note that you should always reply
    back whether positive or negative review. This
    will re-establish the reviewers trust and he may
    go back and change the review into positive.

Step 2  Flag The Fake ReviewYou have
approached the user online and off-line still he
has not responded or you investigation reveals
that the reviewers profile is fake. What can you
do in this situation? You can now flag the
review. Notify the Google team regarding a
violation of their review policy by flagging the
  • How to Flag the FAKE Review?
  • Take your cursor where a user has given the
    rating. A flag icon will appear on which you can
    click to mark as flag.
  • Once you click on it, it will take you to Report
    a policy violation page.
  • Enter your companys e-mail address and select
    the Violation Type.
  • Make sure several people of your company flag
    that specific review together. Similar action
    from multiple people may help to get recognized
    quickly and in turn, fast action.

Step 3 What if a review is not removed using the
flagging method? You are done with the flagging
but are unable to get rid of Google My Business
Account from negative or fake Google Reviews. Now
what? Dont get disappointed. Google has certain
policies to deal with such issues. Get in touch
with Google Support associate. Follow the
instructions to get connected with them
  •  (a) Look at Google My Business Dashboard to
    Connect with Google Support Associate
  • Log into your GMB page.
  • Go to the Reviews section.
  • Click on the home menu and select Support.
  • Choose a method of Contact Phone or Email.
  • Fill in the necessary contact parameters, Add a
    screenshot of the review in question, and wait
    patiently (you should hear back within 24-48
  •  (b) Go to Your Twitter Account and Tweet the
    Google Small Business Support Team
  •        The Google small business team is
    knowledgeable and authorized by Google to tackle
    such issues. They take around 24 48 hours to
    come back.
  • (c) Ask the Google Community for Help
  •     Use Google support form to get connected with
    the community experts
  • Go to Spam Policy Forum in GMB.
  • Search previous answer related to your issues or
    you can ask a question about your spammy/fake
    review problem.
  • Some community experts can help you to escalate
    and report your problems, as well as community
    managers can assist you there.

  • (d) Make Your Case
  • If youve received a reply from Google Small
    Business team, what do you do next. You have to
    present your case study to them so that they can
    escalate it to Google. Just like a lawyer, you
    need gather facts, information and details about
    the case and fight for justice. Ideally, your
    case should include
  • Why is the review false.
  • How it violates Google policies.
  • Why it should be removed.
  • Any images, links, or other details that backup
    your claim.
  • Once those support associates review and approve
    your case, you will get a call back from the
    concerned person who will assist you throughout
    the case and get this resolved just like a lawyer

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