Whether you’re new to running an online business or an old hand at it, it’s never pleasant to scroll through your review page and find negative comments against the services and products you offer. One of the most common responses to any criticism is to become defensive, to back down and prove to the customer that you have done nothing wrong. This is a natural response, as the human brain in general is designed to react to negative feedback as a kind of threat, and it seeks to defend itself.
In the business world and in the world of online reviews, repelling customers or trying to justify yourself in negative comments and acting in the opposite way. Online reviews are important for every business, which is why it is important to collect them regularly. People rely on Google reviews. When you receive negative reviews, you should act intelligently.
Types of negative reviews on Google and tips for dealing with them
Not all negative reviews are of the same nature, and there are different cases. So if you have received a negative review, this article is for you.
The negative opinion is wrong
It is common to receive false negative reviews from unfair competitors, or from someone who has a grudge against your business for various reasons. To recognise these false reviews, there are many avenues that can be explored:
- The author of the review does not know your company: to find out this, simply search the customer file and look for the author of the review. If you cannot find the reviewer, it is likely that he or she has never visited.
- The reviewer has only left one review about your establishment. To check this, click on the contributor’s profile.
- The negative review contains no arguments, no comments, just a low rating. Most people who leave a real negative review, give reasons and explain their bad experience.
In more serious and rare situations, real attacks on an establishment are carried out. Various fake reviews are posted, with no insults, let alone defamation, you will just see base ratings from different accounts, simply to bring down the rating of your business.
Advice and solutions
If you suspect that a review left on your page is fake, here are some tips on how to deal with them easily:
- Respond to the negative review, even if there is only one rating, without comment.
- If you are sure the review is wrong: report it directly to Google,
- The author of the notice has never been to your company: in this case, highlight him or her in your reply and this will immediately discredit him or her.
The negative review is abusive, denigrating or defamatory
Some negative reviews on Google have absolutely nothing to do with a bad customer experience. Denigration, defamation or insults, such reviews are punishable by law and are taken very seriously, so as to put a stop to the abuses that can lead to reviews on the internet.
Our advice and solutions
- Respond to the comment in a polite manner,
- File a complaint: the law condemns defamation, denigration and insults on the internet. The penalties are severe, and you need to gather more evidence.
The negative review comes from a customer
When you receive a negative review from a Google customer, don’t get carried away, keep in mind that the review can help you improve your services if it is justified. You cannot report this type of review as it does not go against Google’s rules.
Our advice and solutions
There are good practices to follow in such situations:
- You should be polite. A customer who takes the time to report a bad experience should be thanked.
- Be professional,
- Respond systematically, within 48 hours or so: don’t leave a negative review unanswered. Other prospects and visitors will be aware of your seriousness and improve your image.
- Try to provide a solution to the customer’s problem: a dissatisfied customer who is given a tailor-made solution is more satisfied than a normal customer.
- Be proactive: this means implementing techniques on a daily basis to collect reviews. One negative review among twenty or so positive reviews does not have the same impact as a single negative review.
- Take time to write and structure your response, as it will be visible to everyone.
- To avoid negative comments accumulating on your page, it is best to respond within 48 hours.
It is not advisable to buy Google review simply because you want to attract more customers, as they will all be deleted.