As a small business owner, you know how important it is to have good reviews and testimonials for potential customers and clients to book with you — and while you offer an amazing service and tend to have great reviews to match, what do you do when you get a negative review on Google that everyone can see?

When you have a business online, you are, by default, opening yourself up to the public for reviews. How you conduct yourself in your response, or whether or not you choose to respond, will determine how others online will view your business.

In fact, 94% of consumers admit that a bad review has made them avoid a business, but 45% of consumers say they’re more likely to visit a business if it responds to negative reviews. So, you’re not losing anything if you do respond and risk losing everything if you don’t.

Now, let’s cover how to respond to negative Google reviews and why it’s important:

The Importance of Responding to Negative Reviews

We’ve already covered the statistics on responding to negative reviews, but there’s a reason why 45% of consumers are still willing to visit and buy from a business, even if it has bad reviews.

When a consumer or lead sees a response to a negative review, they know you care about how your business is perceived and the clients’ experience. It also provides an opportunity to clarify misunderstandings to anyone who sees it.

Plus, as you clarify any misunderstandings, you can start to rebuild trust with dissatisfied clients, which helps your reputation and can potentially change the review (depending on the reason behind the negative review).

This is almost even more important on Google as your Google Business Profile (essentially a Google business listing)

How to Respond to Negative Google Reviews

First and foremost, avoid responding to reviews immediately if you feel emotional. Nothing good will come of responding to something negative when you’re not ready to — instead, take a few minutes, hours, or even days to calm down first.

Remember, your response is not only for the reviewer but for all the potential leads and customers who will read it in the future. Everything you say will be there for anyone to read.

Now, here’s how to respond to negative Google reviews:

Step #1: Assess the Review

First, you have to determine whether the review is legitimate or potentially fake. If the review is legitimate, take a moment to identify the core issue raised and whether there was an actual shortcoming in your service.

If the review is fake or spam, flag it for removal from Google. This may take time to complete, but it’s still important to maintain your professionalism while you wait.

Step #2: Respond Promptly and Thoughtfully 

When responding to a review, show appreciation for their feedback. Acknowledge the issue and validate their experience without making excuses. If necessary, offer a genuine, sincere apology.

If there’s an appropriate explanation, try to explain it without sounding defensive. Suggest steps to make things right, such as inviting them to contact you directly. 

To conclude, try to end on a positive note. Reinforce your commitment to improving and ensuring a better experience for all future clients.

Here’s a quick example of a response to reference:

“Hi [Name], thank you for sharing your feedback. I’m sorry to hear about your experience and want to make it right. [Breif explanation if needed]. Please contact me at [contact info] so I can resolve this for you! I value your input and appreciate this opportunity to improve.”

If you’re continuously receiving negative feedback regarding a specific area of your business (systems, website, onboarding, etc), add time to your calendar to do a self-audit to prevent these reviews in the future.

Step #3: Follow Up When Possible

If you have contact information available, reach out privately! Encourage resolving issues outside your Google Business Profile to prevent prolonged public disputes. This is especially true if you’re a local business like a photographer or wedding venue, and the problem can leave the online space without your encouragement (or control).

If the issue is resolved (and they seem happy, read the room with this one), you can request an updated review!

Can You Remove a Google Review?

Yes, you can remove a review from your Google Business profile, but it must be violating Google’s policies; it can’t be because it’s a “bad” or even misleading review — and it’s ultimately up to Google to decide whether it stays or goes.

If it’s not violating any policies, the most you can do is request that the reviewer take it down for whatever reason. You can message them privately if you have another point of contact or integrate it into your response to their review.

What Comes Next? How to Prevent Negative Reviews

You cannot prevent ALL negative reviews. Miscommunications happen, misconstrued goals, unsatisfied clients and customers that have nothing to do with your services and more to do with their personal lives and preferences — it happens. 

As your business grows and more people buy, work with, and simply come into your space, you will likely be faced with a negative review. While you should continue to audit and improve your business, it’s important to be prepared for when it happens (not if).

If you want to learn more about how your business shows up online and how you can build more trust with your audience, authority in your industry, and visibility with your dream clients, subscribe to my newsletter to access all the best tips and tricks in your inbox.

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