Phony reviews are a growing issue for those of us that own small companies. In the online world, it’s very easy to produce a new account and leave either a positive or unfavorable evaluation for any organisation– regardless of whether you’ve ever attempted to hire them.
Google has lots of policies for users that leave reviews. In my experience they’re horrible at instantly catching violations of these policies. At my company, my group spends time every month carefully keeping an eye on reviews for our clients and their rivals. The bright side is that if you’re diligent at tracking them and can make a sufficient case for why the evaluations protest the standards, you can get them eliminated by calling Google on Twitter, Facebook, or reporting by means of the forum.
2 of the 3 reviews were ratings without reviews. These are the hardest to get rid of since Google will typically tell you that they don’t violate the standards– since there’s no text on them.
The challenge with unfavorable reviews on Google
The difficulty is that Google doesn’t understand who your consumers are, and they won’t accept “this wasn’t a consumer” as an acceptable factor to get rid of an evaluation, considering that they permit people to use confidential usernames. It’s exceptionally tough to prove the identity of somebody online.
The other difficulty is that a person does not have to be a customer to be eligible to leave a review. They need to have a “consumer experience,” which could be anything from attempting to call you and getting your voicemail to visiting your workplace and simply browsing around.
How to respond
When you strive to build a great, ethical business, it’s always exasperating when a random person has the power to damage what took you years to construct. I ‘d be lying if I stated I wasn’t the least bit upset when these reviews can be found in. The good news is, I had the ability to follow the recommendations I have actually given lots of people in the last years, which is to calm down and consider what your future potential customers will see when they come across review and the way you respond to it.
Service: Share your predicament
I chose to post on Twitter and Facebook about my charming 3 unfavorable reviews, and the action I got was frustrating. People had actually terrific and entertaining things to say about my predicament.
Whoever lagged these three evaluations was seeking to harm my service. The paradox is that they actually assisted me, because I ended up getting 3 brand-new favorable evaluations as a result of sharing my experience with people that I understood would rally behind me.
It’s important to keep in mind that I never ever asked anybody to evaluate me when publishing this– it was merely the natural action from individuals that were a fan of my business and what we stand for. If you’re an excellent business, you’ll have these types of customers and they should be the people you want to share this experience with!
But what about getting the negative reviews gotten rid of?
In this case, I was able to get the 3 reviews gotten rid of. There have likewise been a number of cases where I have actually seen Google refuse to eliminate them for others. My plan B was to publish an action to the evaluations offering these “consumers” a 100% refund.