How To Remove A Review From Your Google Business Profile

If you are a local business owner or have your business listed on the web, you're probably familiar with reviews. I admit that I have a love/hate relationship with them and the process when it comes to handling these items for my clients.

Reviews are beneficial to show what is called "social proof". Social proof is evidence of a good experience when patronizing a business by another customer in the form of feedback. Other forms of social proof could be a testimonial or a favorable recommendation in a Facebook group. You get the idea.

However, dealing with the reviews process can be downright aggravating. Oftentimes times I find customers use the threat of negative public feedback as leverage or some sort of extortion. I know that sounds harsh but I can't think of a better way to word it. Other times we see fake reviews that are not even meant for the business and getting Google to take them down can be challenging.

But can you remove Google reviews?

If you've ever received a negative review on Google, don't worry, there are a few ways you can handle it. As a business owner and as someone who helps my clients with Local SEO, I've dealt with my fair share of less-than-stellar reviews, and I'm here to share some tips with you.

First, you can remove a review if it violates Google's policies. This includes things like spam, fake reviews, or inappropriate content. If you come across a feedback that fits into these categories, you can flag it for removal.

I'd like to go over the process in detail.

How can you delete a Google review?

Photo by Tim Gouw on Unsplash

Getting a review deleted may not be the easiest task, but with a little determination and a lot of patience, it can be done.

It's important to note that deleting a Google review can be a bit of a back-and-forth process. You'll probably find yourself haggling with Google Business Profile customer support as you try to get the comments removed. It's not the most straightforward task, but it's doable.

In my experience, the best way to start the deletion process is by reaching out to the person who left the remarks. Try to resolve the issue with the customer and ask them if they'd be willing to remove or update their feedback. If that doesn't work, your next steps would be to contact Google's customer support and request the removal of the comments. Be prepared to provide some evidence or reasoning behind your request including screenshots and quoting Google's policies to them.

Overall, deleting a Google review may not be a walk in the park, but with a bit of determination and persistence, it can be accomplished.

Here are some steps:

Locate the review you want to remove.

You can do this on the public-facing review of your business listing in the search results or you can do this from the management section of your Google Business Profile or Google Maps. Either way, you want to find the review in question and locate the three vertically stacked dots on the right-hand side.

Click the three dots and you will be presented with two options, share or report report review. Select "Report" and from there you are going to be presented with some options for possible policy violations. It's important to know that the comments must fall into one of these categories for it to be considered for removal. But don't worry we are going to go over each one so that you can better make a decision when flagging.

1. Off Topic

We love hearing from our customers, but sometimes we come across feedback that doesn't relate to our business or a customer's experience.

For example, we had a comment that talked about the weather outside of a restaurant and another one that discussed a completely different restaurant altogether. These kinds of comments can be confusing for potential customers who are looking for accurate information about a business on their Google Business Profile.

Google wants to ensure that users have access to reliable and relevant information, which is why flagging off-topic comments is so important. By flagging these comments, you can help maintain the integrity of your business's online presence and provide a better experience for your customers.

2. Spam

So, sometimes you may get a review that just seems plain "off" for lack of a better term. Maybe they contain spammy links or irrelevant images, or they're just not authentic or useful. Well, the good news is that you don't have to just ignore these comments – you can flag it as spam to get it removed.

Spam can almost always be identified by the person leaving the feedback. This is almost always a profile of a person that did not patronize your business and the profile itself is almost certainly fake.

3. Conflicts of Interest

Let's talk about conflicts of interest. This is when comments are written with a biased perspective due to a personal relationship or involvement with a business. For example, if a competing business leaves negative comments in an attempt to sabotage a rival, that's a clear conflict of interest.

So, what can we do about it? When flagging a review, it's important to provide clear examples of the conflict of interest. This could include mentioning the relationship between the user and the business, such as being an ex-employee or having a financial interest in a competitor.

Google should want to remove comments with conflicts of interest, to ensure that customers are getting honest and unbiased feedback about our businesses. It's all about creating a level playing field and maintaining the integrity of online reviews.

So remember, be on the lookout for conflicts of interest, and don't hesitate to take action to keep reviews fair and honest. Thanks for listening!

4. Profanity

Google takes this pretty seriously, so it's good to know what kind of language they consider to be a no-no.

Google's guidelines for profanity cover a wide range of offensive language, including anything derogatory, threatening, or just plain offensive. This can include explicit language, hate speech, and anything else that could be seen as disrespectful to others.

Here are a few examples of content that may be flagged for removal by Google:

• The use of strong curse words or racial slurs in a post or comment
• Threatening or harassing language directed at an individual or group
• Content that promotes violence or harm towards others

5. Bullying or Harassment

As a business owner myself, I know how tough it can be to come across a negative review, but when that feedback crosses the line into personal attacks or threatening behavior, it's time to take action.

So, how can you tell if a review contains bullying or harassment? Look for language that specifically targets an individual or includes threats of any kind. If you come across a comments that seems to cross this line, don't hesitate to flag or report it.

Remember, we all have the right to express our opinions, but when those opinions turn into attacks, it's time to take a stand. Let's create a positive and respectful online environment for everyone.

6. Discrimination or hate speech

Google takes hate speech extremely seriously, and they will take action against any business that engages in discriminatory or hateful behavior. This includes any content that promotes violence or hatred against any group of people, based on race, ethnicity, nationality, gender, sexual orientation, disability, or religion.

If the negative review you are trying to delete has any of these types of hateful comments, it's almost guaranteed it will get removed. Make sure you can cite the actual hate speech in the written comment when submitting to Google.

7. Personal information

Google policies also mention that personal information posted in a review is grounds to have it deleted. If you see personal information posted, I suggest you still flag it. However, this is a tough one to get through Google's defenses.

This is just my hypothesis on what happens when you flag for personal information and not a proven theory, but based on my own experience Google will not always delete these. I have a feeling that Google will not delete it if the personal information is about themselves. For example, if a person leaves feedback and reveals their email address, Google will probably not remove it. If a review reveals someone else's personal information you will have a much better chance of getting it removed.

You can read all about Google's review policies here.

The Best Ways to Handle Negative Google Reviews

1. Ask the customer to delete it.

First things first, respond to the review and offer to fix the issue. Let the customer know that you're willing to make things right and address their concerns.

Next, it's perfectly okay to politely ask the customer to edit or remove the negative review. Sometimes, a simple explanation or resolution can turn a negative experience into a positive one, and the customer may be open to revising their feedback.

Remember, the key here is to handle the situation with grace and professionalism. A little empathy and a willingness to make things right can go a long way in turning a negative review into a positive experience for both the customer and your business. Good luck!

2. Help the customer solve the problem.

I'll level with you, sometimes the easiest thing to do is to just solve the customer's issue. Even if it costs your business a little money. Now of course I mean within reason, don't let a customer extort you with a negative review.

An example would be a customer who visited your restaurant and truly had a bad experience. Offering to have the customer return and comp their meal is a cost that is usually worth it to get the review changed.

The cost of one meal vs losing multiple customers based on a negative review is an easy decision to make.

The restaurant meal comp is just one example of how this trade-off can work and you can apply this to any type of business. It's up to you to make this judgment call and determine the value of accommodating the customer over not having a negative review.

3. Follow up with customers.

When a customer takes the time to voice a complaint, it's crucial to follow up and ensure their satisfaction. Not only does this show that you value their feedback, but it also has a direct impact on your business's overall rating on Google. Positive follow-up interactions can result in higher customer satisfaction and better online reviews, which can make or break a business these days.

So, what are the best practices for following up with customers? Sending a personalized email or making a phone call to check in on their experience can go a long way. It shows that you care and are committed to providing excellent service.

I've seen some great examples of successful customer follow-up strategies. One business I know sent a handwritten thank you note to every customer who voiced a complaint, and it had a huge impact on customer retention and their business's reputation. It's the little things that can make all the difference.

Remember, the key to success is in the follow-up. It's all about showing your customers that you care and are committed to making things right. Trust me, it's worth the effort!

4. Flag the review if it violates policies

As we mentioned above in detailed steps, if a comment violates the terms or policies of Google you can flag the review for removal. I went over all of the reasons you can flag a review, hopefully, you reviewed them all and hopefully, you've read to this point of this article because here is some friendly advice:

Reach out to the customer first!

Even if you think you have a Google policy violation and you are sure it will get removed, reach out to the customer first. Why? Because the customer is going to get an email notification that their rating was removed over a policy violation. The email will also let them know which policy they violated.

Once a customer knows why their review was removed they may very likely go and leave a new negative review that does not violate policy. A new negative review that does not violate a policy will be much more difficult to remove.

5. Is it time to get legal?

Just a quick note that I am not a lawyer or offering legal advice. I am simply repeating what I've been taught and what I've experienced.

When it comes to negative reviews on your Google Business Profile, it's important to carefully assess the situation before deciding whether or not to contact a lawyer. While negative reviews can be damaging to a business's reputation, not all negative reviews warrant legal action. It's crucial to distinguish between legitimate negative feedback and defamatory statements that can harm your business.

One significant factor to consider is the nature of the review and the specific statements made by the reviewer. If the review contains false statements of fact that could potentially damage your business's reputation, contacting a lawyer might be necessary. Defamation laws vary by jurisdiction, but generally, for a statement to be considered defamatory, it must be false, harmful, and published to a third party. If the review meets these criteria, it may be worthwhile to consult with a lawyer to explore potential legal remedies.

However, it's important to exercise caution and be prepared for potential backlash when considering legal action. Engaging in a legal battle over a negative review could draw even more attention to the issue, potentially increasing its impact. Sometimes, it may be more beneficial to address the review directly by responding professionally and publicly, showing that your business is committed to resolving customer concerns.

In my own experience, I have encountered situations where the business could prove the allegations were false and the business posted those facts in the reply to the review. They did this in a manner that was professional and courteous. The result, whether intended or not, was that the original reviewer came off looking rather pompous. In all of these cases, once the business replied to the review with evidence of the untruth, the reviewer removed their reviews.

Wrapping Up

In conclusion, contacting a lawyer about a negative review should be considered when the review contains false statements of fact that harm your business's reputation and have resulted in tangible negative consequences. It's crucial to consult with a lawyer who specializes in defamation law to assess the viability of legal action and explore potential solutions that can protect your business's reputation while minimizing any potential negative fallout.