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How Do I Respond To Negative Reviews?

How Do I Respond To Negative Reviews?

How Do I Respond To Negative Reviews?

Posted by Jarrod Mille-Dean

Housecall Pro

Uploaded 66 days ago

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How Do I Respond To Negative Reviews?

Positive reviews are essential to growing your home service company. According to a 2018 Brightlocal study, 57% of consumers will only use a business if it has 4 or more stars. However, every now and then, businesses experience a bad review that is fake, or written by a competitor or angry employee, and it can hurt your business. The good news is that 89% of consumers read business responses.


Aaron Semmens
July 12 at 3:49 PM

Google Reviews Question: 
I think a competitor put a 1-star review on my page! Can anything be done? I have no record of this person. She didn’t even describe a problem, but wrecked my 5-star status!

Can You Remove Negative Reviews?

Receiving a negative reviews, especially if it appears to be fake, is more than frustrating — it can hurt your business. While platforms like Google My Business and Yelp do provide an option to flag or report a negative review, it is not always easy to remove them from your listing. 

When flagging Google reviews, you are given the option for a reason. The review must violate Google review policies, cut as containing hateful or violent speech, Is off topic, Or a conflict of interest. Once you flag the review, you can provide more details in the comment section and Google reviews and makes a decision. 

Unfortunately, it can be challenging to have a 1 star review removed when the customer does not write anything, or describes what could be a potential experience. 

When reporting reviews such as member Aaron Semmons experienced, the best idea is to flag it for conflict of interest and detail that the customer does not exist in service records. It is not guaranteed, but google does remove negative reviews. If others also report the review, it could help (but use caution, as having too many people report it may also trigger a negative view on you form Google).

Matthew Strader: I reported it for you too. I think if you get a few other people to report it as “conflict of interest” it might come down

Aaron Semmens: Thank you. I just looked at those reviews and she seems nuts. I see one where she says never been there 1-star. Who are these people? Lol!

Matthew Strader: Aaron Semmens I think she’s been drinking. 

Matthew Strader: Aaron Semmens Also let me know if it comes. I hade one come down before. 

Aaron Semmens: Matthew Strader will do. I’m interested to see as well.

Yelp also offers a chance to flag reviews; however, they have a more rigorous standard about what constitutes a violation of their guidelines and do not often remove reviews.  

Should You Respond To Negative Reviews?

Tony Perrigan: I have had the same thing happen. Not much you can do, but what you did. Be professional. Most people when looking at your reviews will look at the negative reviews and your response will show what they need to see.

Responding to negative reviews, even when they appear to be fake, tells those 89 percent of consumers reading your responses how you handle unhappy customers. It also allows you to address concerns from real customers giving you a chance to turn a negative experience into a positive one.

But how should you respond? It is always best to remain professional and address their specific concerns. Provide your contact details to allow the to contact you directly so you can learn more about their experience. Be genuine and according to Yelp, it does not hurt to thank them for their feedback. Sincerity will go a long way, and the worst thing that you could do is argue. 

What About Positive Reviews?  

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