Having negative reviews about your business online can be frustrating. In the opening section of this article, we’ll cover some quick answers to common questions around negative reviews:
Why do I have negative reviews?
There are a few main reasons you may get negative reviews:
- You made a mistake or didn’t meet customer expectations
- The customer had unrealistic expectations of your product/service
- The review is fake or from a competitor trying to hurt your reputation
- The customer is upset about something unrelated to their experience with your business
Should I delete negative reviews?
Deleting negative reviews is usually not recommended for a few reasons:
- It looks suspicious to other customers if you only have positive reviews
- Review sites like Yelp or Google don’t allow you to remove reviews unless they violate policies
- You lose the opportunity to publicly respond and improve based on the feedback
Instead of deleting, focus on responding professionally and fixing any issues mentioned.
How can I get rid of fake negative reviews?
If you suspect a review is fake or from a competitor, here are some steps you can take:
- Flag the review to the website it’s posted on if it violates their rules
- Respond publicly explaining why you believe the review is fake
- Ask loyal customers to post positive reviews to offset the fake ones
- Consult a lawyer about legal options in extreme cases of competitors posting fake reviews
Getting fake reviews removed fully takes patience and persistence.
How should I respond to negative reviews?
The best way to respond to negative reviews is:
- Promptly, within a few days of the review being posted
- Professionally and politely
- With appreciation that the customer took time to leave feedback
- An explanation of what happened from your perspective
- An apology and details on how you’ll improve or fix issues in the future
Avoid being defensive or confrontational in your responses. Your goal is to show that you care and are committed to making it right.
Can I offer incentives for removing negative reviews?
Trying to bribe or pay customers to remove negative reviews is risky, as it violates the terms of services of many review sites. You could get in trouble legally or have your listing removed completely. It’s better to address the review transparently by responding publicly.
How can I prevent negative reviews in the future?
Here are some tips to minimize negative reviews going forward:
- Provide exceptional products/services and customer service
- Under-promise and over-deliver on expectations
- Respond quickly to any customer concerns
- Proactively reach out to unhappy customers to resolve issues
- Train employees on service standards and dealing with complaints
- Set up a system to monitor reviews and respond appropriately
No business is immune from negative reviews. But by consistently impressing customers and addressing issues quickly, you can minimize their occurrence and impact.
Conclusion
Negative reviews can feel frustrating and seem impossible to remove fully. However, by responding professionally, fixing underlying problems, being patient, and focusing on preventing issues proactively, you can effectively manage your online reputation. The key is addressing both the specific customer complaint and improving as a business. Over time, consistently providing great service will overwhelm isolated negative reviews.
Frequently Asked Questions
Is it illegal to pay someone to remove a negative review?
Yes, in many cases it is illegal to pay someone or offer an incentive to remove or change a negative review. This can be considered bribery and violates the terms of service of review platforms like Yelp or Google. You could face legal action or civil penalties if caught trying to manipulate reviews in this way.
Can I sue a customer for posting a negative review?
You can consider suing a customer for posting a libelous, slanderous, or defamatory negative review. However, you would need to prove they knowingly posted false information with intent to harm your business. Most negative reviews reflect opinions or personal experiences that are protected free speech. Consult an attorney to see if you have grounds for a lawsuit in extreme cases.
What should I do if a competitor posts multiple fake negative reviews?
If you have clear evidence a competitor is intentionally sabotaging your business by posting numerous fake negative reviews, consider reporting them to the review platform like Yelp for violating their rules. You may also consult an attorney about sending a cease and desist letter or even filing a civil lawsuit against the competitor for interfering with your business through false statements.
How long do negative reviews stay online?
Negative reviews tend to persist online indefinitely unless proactively removed by the customer or site that published them. Some sites may remove old reviews after a period of years, but negative reviews should be expected to impact your online reputation for the long-term in most cases.
Is it better to respond to each negative review?
It’s generally recommended to respond to each negative review in a timely, thoughtful, constructive manner. This shows customers you care, are paying attention, and want to make things right. Ignoring negative reviews looks apathetic and dismissive, further angering customers. Replying can help mitigate damage to your reputation.
Review Removal Strategies and Techniques
While completely removing negative reviews is difficult, here are some strategies and techniques that may help:
Leverage Your Positive Reviews
Encourage happy customers to post positive reviews to push negative ones lower in rankings. A few bad reviews are less noticeable among many good ones.
| Technique | Example |
|---|---|
| Ask customers directly | Email recent customers asking them to post a review if satisfied. Provide a link to make it easy. |
| Offer incentives | Run a promotion offering a discount for any customer who leaves a review. |
| Feature reviews on website | Showcase positive customer reviews and quotes on your website to encourage more. |
Burial Through Increased Site Activity
Bury negative reviews down search rankings by increasing the number of new reviews, posts, and pages on your site. Newer content pushes down older negative reviews.
| Technique | Example |
|---|---|
| Launch social media | Fresh social media accounts and posts bury old negative reviews. |
| Publish blog content | Consistent blogging pushes negative review listings down. |
| Run promotions | Discounts and promotions generate new customer reviews. |
Outreach Campaigns to Customers
Proactively reaching out to customers about negative reviews can help get them revised or removed
| Technique | Example |
|---|---|
| Email customers | If you have their contact, email about resolving the complaint. |
| Private messaging | Many review sites let you privately message the reviewer. |
| Customer service calls | Agent calls to customers may reveal how to address concerns. |
Legal Action for Defamatory Reviews
In rare cases, persistently false and damaging negative reviews could warrant legal action.
| Technique | Example |
|---|---|
| Cease and desist letter | Formal letter demanding removal of fake reviews. |
| Retraction letter | Request a customer retract factually incorrect reviews. |
| Defamation lawsuit | Sue reviewers posting intentionally false, damaging information. |
Consult an attorney to assess options. Legal action should be a last resort option when dealing with negative reviews.
Review Removal Services
While typically not advisable, there are paid professional services that claim to help remove or hide negative reviews.
Search Engine Optimization Firms
SEO companies use tactics like pushing down listings with buried content to deemphasize bad reviews.
Online Reputation Management Companies
Reputation management firms proactively improve and monitor online sentiment about brands.
Review Administration Sites
New sites like Grade.us and RemoveMyReview administer the review deletion process on your behalf for a fee.
Use caution with these services, as many make big promises they can’t legally deliver. Focus instead on embracing authentic feedback and demonstrating your commitment to improving.
Key Takeaways
Here are some key points to keep in mind about removing negative reviews:
- Responding professionally is better than deleting reviews
- Most sites don’t allow removing reviews unless they violate policies
- Posting many positive reviews can help minimize the impact of negatives ones
- Outreach to unhappy customers often results in removed or edited negative reviews
- Legal options like lawsuits are only for clear cases of false, damaging reviews
With patience and commitment to customer satisfaction, your quality service will make isolated negative reviews fade over time. Staying focused on your business strengths rather than online complaints is the most constructive approach.