How to Read Deleted or Edited Google Reviews

Call up about the last time you traveled. After you arrived at your destination and checked in at your hotel, what did you lot practice next? If you're like me, you probably thought most where yous were going to consume. But when you're new to an expanse, how do you lot detect a good spot?

Rather than request the hotel clerk — who's probably a local and has eaten at every place nearby — most of us take out our phones and do a quick Google search. Studies testify that 82% of customers won't patronize a business until they've read the reviews. And, since Google is the preferred review site for 64% of consumers, that means just one poor review could determine whether or non you choose to swallow at a eating place.

Every company hopes to receive positive feedback, but the fact is that customers who have poor experiences are more likely to write an online review. It'due south your customer service team's job to keep runway of Google reviews and remove the negative comments that are harmful to your business.

In this post, we'll break down what a Google review looks like, how to delete them, and what to practise if you can't.

What is a Google review?

Before we jump into how you can delete Google reviews, we should kickoff analyze what a Google review is. Other review sites can be dislocated with the Google review interface. Google's review site is unique because it'due south integrated directly into the search engine too as its apps and business tools.

To identify whether the review you're looking at is a Google review or not, await for the following elements:

• A hyperlink side by side to the star rating reads "Google reviews" or "# Reviews". This link will take you to individual reviews that users have written.
• In that location are no other visitor names on the review.
• A rating scale numbered from ane to v. This won't e'er exist visible, simply it tin help you recognize a Google review if you encounter one.

For example, take a expect at the Google review page for HubSpot. You'll detect each of the elements we listed above. This review appears in Google Maps, so it's integrated into the Google interface which makes it more clear that it is a Google review.

Can you lot delete a Google review?

Unfortunately, Google doesn't offer a uncomplicated "delete" choice for its reviews. Instead, there are merely two ways that a review can exist removed. The person who posted the review can delete it or your business can "flag the review equally inappropriate." Flagging the review alerts Google that the review is faux or that it doesn't comply with Google's review policies.

After that, y'all'll exist guided to the landing page below where y'all'll need to complete a brief report of the issue and submit your electronic mail for follow-up communication.

Prototype Source

It'due south of import to note that Google has born spam checkers that automatically analyze a review for inappropriate, irrelevant, or misleading content. While this characteristic is pretty reliable, inaccurate reviews are sometimes overlooked which can lead to negative perceptions of your business.

In this instance, you lot'll want to have matters into your own easily and report the review yourself. Here'southward how to do that.

How to Delete a Google Review

1. Open Google Maps and locate your business concern.
2. Observe the review on the Google reviews page.
3. Click the 3 vertical dots to the correct of the review.
4. Select the selection Report Review.
5. Choose an option for the question: What's wrong with this review?
6. Report the Google review.

ane. Open Google Maps and locate your business.

two. Find the review on the Google reviews page.

3. Click the three vertical dots to the right of the review.

4. Select the option Report Review.

5. Cull an option for the question "What's wrong with this review?".

6. Written report the review to Google.

When to Flag a Google Review

According to Google, the topics below are against its user terms and conditions. Therefore, if you notice a review that falls under one of these categories, your squad tin request to remove that content.

Irrelevant Comments

Google wants to brand sure its users are getting accurate information well-nigh your business organisation. And then, if yous're seeing comments that don't pertain to your organization or a client's feel, you should flag these reviews for Google to remove.

Illegal Content

Some businesses provide products or services that are illegal in certain locations. Google accounts for this by prohibiting users from posting reviews that comprise links to websites or email addresses that sell illegal products. This likewise includes images that promote products or special offers.

Inappropriate/Offensive/Explicit Content

Google will remove any content that information technology views as "obscene, profane, or offensive." Information technology will also remove reviews that are threatening or contain derogatory comments. If you come across any reviews like these, be sure to flag them immediately to protect your brand's image.

Conflicts of Interest

Google wants its reviews to be as unbiased equally possible. Therefore, yous can't post a review of a company that you own or piece of work for. Y'all besides can't mail service a review of your competitor, as this would allow you to dispense their rating in your favor.

Impersonation

Google values the accuracy of its reviews also. It doesn't want to misrepresent a concern or provide deceptive content to its users. Because of this, all Google reviews must exist published by the person writing the review. You can't publish the review on someone's behalf or pretend to be someone else when submitting your review.

Disadvantages of Reporting a Google Review

Equally yous can imagine, this process is slow and doesn't guarantee that your review will be removed. And, fifty-fifty if Google does decide to remove it, there's no telling when it will actually be taken down. In that time, your business organisation could lose thousands of customers if you expect for Google to handle the issue.

The other major setback is that Google won't remove a review simply because it's negative. The signal of Google reviews is to provide users with unbiased feedback from other customers' experiences. If those experiences are poor, Google wants its users to be enlightened of them. Then, if y'all're upset with a client's opinion, the odds aren't in your favor for a removal.

Instead, your customer service team needs to take action if you want to remove a negative Google review.

Ways to Handle Google Reviews

1. Respond to the customer'southward review.

The most constructive way to handle a negative customer review is to reply to it. If your team made a mistake that inspired a negative review, a genuine apology can go a long manner in changing the perception a potential customer has of your brand. If it'due south a positive review, an appreciative response makes an bear upon, likewise. Call back, these reviews are public for the customer besides as your business organization, and customers don't want to look like the villain when your team responds underneath with a polite message.

two. Enquire the customer to delete it.

The customer may reply positively to your team's comment but cull to exit the review upwards anyway. They may think the matter is closed and that other users will see the review as an case of your great customer service. While we appreciate the sentiment, you and I both know we'd rather accept the review removed so other customers simply run across the positive experiences at your company.

In these cases, reach out to the customer to see if they will remove the review. If possible, message them on a individual platform like email, so the customer doesn't feel pressured by your request. Thank them for reading your reply and enquire them if they volition consider the removal of the review in light of their recent experiences with your company. Be sure to remain patient and don't brand whatsoever demands on the customer.

3. Solve the customer's trouble.

This one may seem obvious, but customers often leave negative reviews because their original need from your business organization was never fulfilled. For instance, you may enjoy the customer service at a eatery but hate the food they serve you. Even though your beefiness — pun intended — isn't with the restaurant's staff, your review all the same gets counted all the same.

Information technology's important to recognize the problems that customers are reporting in your negative reviews and take action to right them. Once y'all practice, follow up with the customers who left poor reviews and see if they're willing to try your production or service again. Make it clear that you have taken steps to correct your past mistakes and you still value their relationship with your business concern. While you may not win every customer over, this promotes a customer-centric culture for your brand's reputation.

4. Follow upward with customers.

One common statistic that customer service experts like to point out is that 85% of customers believe reviews older than three months are irrelevant. However, this stat neglects that these older reviews still count towards your concern's overall rating on Google. That rating is extremely important because 52% of customers volition not buy from a business organization if it has less than a iv-star rating.

Additionally, a lot can change with your business organization as you grow and develop over time. A Google review that was posted two years agone may non be equally accurate today. If the user is withal active, try to contact them via the review and run across if they would be willing to edit their post. Or, offer them an incentive to try your production or service again in exchange for an updated review.

5. Authenticate the review.

Believe it or non, some people on the internet are deceitful. It gets worse. Some people will even write fake reviews to sabotage their competitors' business.

If yous're dubious of a review'south authenticity, wait for signs that would ostend information technology is a imitation. Fake reviews ofttimes lack details and seem like they could employ to most any business concern. Check to see if the reviewer has left any other reviews and if they have a picture listed with their business relationship. Then respond to the review. If you don't get a response, flag the post as inappropriate and await for Google to review your report.

The Power of Google Reviews is in Your Hands

Waiting for Google to remove a review from its search engine can be fourth dimension-consuming and tedious. Nevertheless, the steps listed above should help your customer service team quickly address negative Google reviews and better your relationship with new and existing customers.

Editor'southward annotation: This post was originally published in January 2020 and has been updated for comprehensiveness.

Originally published Sep 21, 2021 ii:45:00 PM, updated November 12 2021

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Source: https://blog.hubspot.com/service/delete-google-reviews