OUCH! You're scrolling through your online reviews when you see it. You were on such a great streak, but there it is. A negative google review...
You take pride in your business, so this really hits you where it hurts. Wait a minute... you don't remember this guy! In fact, you don't think you've ever heard of him, let alone had him as a client!
Your blood begins to boil as you read the slander he wrote about you. He talks about bad customer service, terrible products, and how he would give you no stars if it were an option. You raise your adrenaline shaking hands to the keyboard, and you prepare to give this guy a piece of your mind. STOP! Don't over react, and don't let your rage get the best of you!
I know you're angry, and you have the right to be, but let's think about this logically. By going completely ballistic on this guy, you may get your point across, but at what cost? You risk the chance of turning off future clientele, and you DON'T want to do that!
So, what's next? Do you tell Google to take down this bad review? Well, you can definitely report it, but the truth is, proving a review is fraudulent it extremely hard to do, and the likelihood of having the review removed is very low. So, now what?
Well, the good news is you have been presented with a bit of a blessing in disguise. As it turns out, Google loves businesses that respond to their reviews (all reviews) good or bad. To respond to a google review, you first need to login to your google business page: https://www.google.ca/intl/en_ca/business/.
Here comes the best part. Now, you get to show your clients just how professional and awesome you really are! When you respond, be sure to stay courteous, and express genuine concern for the lack of quality service they claim to have had. If you are 100% positive the review is false, and you feel no other choice but to address it, you can try responding with something like, “I am so sorry you had such a terrible past experience, but it doesn't seem we have had the pleasure of doing business together. It is incredibly important to me that our clients are happy at all times. So, please, reach out, so we can make sure your experience with us is a positive one!” If you aren't 100% sure it's untrue, it is better to avoid making any claims of falsity, and stick strictly to a response of sincere apology with a clear solution of how to make it better. Be sure to avoid anything that may sound sarcastic!
By responding to the review in a non aggressive way, you will show potential customers that you care for your business, and you care for them. This helps take some of the weight away from the negative review and bury the bad review with lots of positive ones!
Looking for more advice on google reviews? Check out this other great blog @ http://www.reviewmenow.com/latest-news/2018/3/16/is-your-business-still-relevant