Can You Fix Bad Google Customer Reviews?

Anyone who tells you online customer reviews don’t matter is just wrong. Those internet reviews can literally make or break a small business. One frequently asked question is, “Why do Google reviews matter so much?” Another FAQ is, “Can I do anything to fix bad Google reviews?”

Why Google Customer Reviews Are Critical

The top ten business review websites are:

  1. Google – Google My Business (GMB) is the leading online platform for consumer reviews.

  2. Facebook – The world’s largest social network has become essential for customer engagement, relationship-building, and feedback.

  3. Yelp – This platform is community-driven; potential customers type your business name and the word “Yelp” to help them form an opinion of your company, its products, and/or services.

  4. Amazon – As the top e-commerce website, Amazon product and company rankings are powerful tools in purchase decisions.

  5. TripAdvisor – Many travelers won’t plan a limited getaway without confirming a positive recommendation from this tourism site.

  6. Trustpilot

  7. Angi

  8. BBB

  9. Glassdoor

  10. G2Crowd

Positive online reviews and endorsements build trust and credibility. Independent online feedback is important to your business because those types of reviews are important to your customers:

  • 88% of your potential customers read Google reviews before connecting with your business.

  • 54.7% of likely customers check at least 4 independent online reviews before making a purchase.

  • 74% of your possible customers trust your business more if it has good online reviews.

Another often-overlooked advantage of online reviews is their impact on SEO. Your click-through rates and local search rankings may measurably improve when Google reviews are positive.

Other SEO benefits are:

  • Content – Newly posted reviews signal updated content, which improves Google rankings.

  • Engagement – When you respond to reviews, your SEO is again increased.

  • Keywords – Your reviews and customer feedback can identify keywords.

  • Trust – Favorable feedback and positive reviews trips search engines’ trust meters and improves your rankings.

  • UGC – User-generated content improves your website’s credibility.

Negative Customer Reviews & How To Fix Them

Your brand isn’t what you say it is, it’s what Google says it is. -Chris Anderson, GeekDad

It helps to understand the psychology of negative customer reviews. Interactions that generate negative emotions simply last longer in our hearts and minds. Because of the way we are wired, we’re more likely to leave a negative customer review than a good one.

Unsolicited negative reviews of your business are one way customers respond to their heightened emotions. Many feel frustrated and believe it’s the only recourse. Others are civic-minded and genuinely want to warn their community.

There are at least 4 types of negative reviews. They include the one-star rating with no explanation, the detailed critique, the emotional rant, and the comparison review (Ouch!). A timely and professional response builds trust and authenticity. Never ignore feedback about your business, especially negative feedback. Create a process for responding to all reviews and assign a person or team to manage customer relationships. Reputation management is not something you can do on the fly.

Here’s an example of how to respond to a painful comparison review:

★★☆☆☆ Their tacos were good, but I prefer Hector’s Mobile Mexico food. -Jennifer
Hey, Jennifer, thanks for your feedback. We believe our tacos are 5-star terrific! We apologize if your meal experience was less than you wanted and would like another chance: Come back to try our tacos and we’ll give you 25% off the meal. -John Doe, owner TexMexTacos, Ltd.

This response to the negative comparison review included:

  1. Personalized greeting

  2. Thanks

  3. Rephrasing the negative with a positive

  4. Requesting a second chance

  5. Compensation offer

  6. Personalized signature

We Can Fix Bad Google Reviews

The way to keep your reputation intact and increase your trust factor is by managing Google online reviews. But what if you’ve delayed and 6 months’ worth of negative feedback has damaged your reputation? It’s never too late, but it takes time to rebuild a bad reputation. It may involve seeking resolution with a customer, restoring stakeholder relationships, working with Google, or requesting an online platform remove the review.

If you’re managing a business in Tomball or Magnolia, your company depends on its reputation; not only to survive, but to grow and prosper. Modern Marketing & Media professional reputation management services include:

  • Brand supervision

  • Crisis management

  • Reputation repair

  • …and more

Our digital marketing pros can share ways to increase your business share and even make you the community’s go-to for your brand of services. Contact us today.

FAQs

Two of the frequently asked questions we receive about online reviews are:

Posting fake Google reviews is illegal. The FTC ruled in 2024 that “monetary relief” can be sought by businesses perpetuating or victimized by fake customer reviews. One attorney noted, “If an untrue statement was made online by a customer claiming to be truthful and it results in ‘harm, injury, or other losses,’ you may be eligible to take legal action against the reviewer and pursue compensation for your losses.”

Beware of any online reputation management (ORM) company that offers quick fixes and short timelines. An ORM campaign can take between 6-12 months or longer to reach your goals. The measurements can include click-through/SEO results, customer surveys, site rankings, social media analysis, and more.

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