Google dominates the search engine market in Germany and many potential customers rely on the information they find via Google. As a result, ratings and reviews on Google have become an important factor in decision-making processes. But what can you do if you receive negative reviews as a company?
In contrast to other platforms, companies do not have the option of deleting third-party reviews on Google or deactivating the rating function in their company profile. Google has deliberately excluded this in order to guarantee the integrity of the rating system. This means that every review received, whether positive or negative, remains in place and is publicly visible.
Why did Google make this decision? The answer lies in authenticity. If companies had the ability to delete unpleasant reviews, it would undermine the credibility of the entire system. Google strives to provide consumers with reliable information, and that includes unvarnished feedback from customers. Of course, this does not mean that you simply have to accept negative reviews!
Negative Google reviews: What you can do
If you have access to your business profile with your Google account, Google will automatically notify you by email as soon as someone has left a review. If the review is negative, you should respond as quickly as possible, because every day that the bad review is visible to potential customers can have a negative impact on your business.
1) Respond to the Google review
First, you should try to get in touch with the reviewer. You can write a reply comment under the review. Please note that your reply, like the original review, will be publicly visible! Therefore, make sure you always remain friendly and factual. This also gives you the opportunity to show that you are service-oriented and convey to other users that you take criticism seriously and deal with it. Apologize when appropriate and make an effort to find a joint solution to the problem.
For more complex matters or if sensitive data is part of the communication, you can suggest that the customer contacts you via the message function of your company profile, by email or by telephone. You may be able to persuade the reviewer to reconsider and change their review.
We will be happy to help you formulate a suitable response and can also post it for you if required.
If it is an unfounded or inappropriate review that is unjustified or offensive, or even possibly against the law, a friendly response will ultimately not do much good. In the case of such a potentially damaging review, you should instead try to contact Google directly.
2) Report a Google review to Google
The search engine offers various points of contact to get in touch with its employees. One option is to use the report function directly next to the review in question and report it as “inappropriate”. The criteria that are considered “inappropriate” and therefore justify a request for deletion can be found in the Google guidelines. Reviews that meet the following criteria, among others, are considered inappropriate:
- Spam and fake content
- Non-topic related content
- Illegal content
- Terrorist content
- Offensive content
- Identity theft
- Sexually explicit content
After reporting the rating, Google will check it for violations. This process can take several days.
Another option is Google Support. Although the customer service employee cannot initiate a deletion himself, he has the authority to review your request and forward it “to the responsible department”, provided that there is a clear violation of the Google guidelines (see above).
The last point of contact is Google’s legal department. This department is not only responsible for compliance with internal guidelines, but also for all legal matters. In order to be heard, however, you must first complete an extensive online form. Google also requires you to be able to name the specific legal provisions that justify the deletion of the offending review. To maximize your chances of success, it is therefore advisable to be familiar with the current legal situation.
3) Obtain legal advice
As a last resort, you should consider seeking legal advice. It is advisable to contact a lawyer specializing in Internet law. Ideally someone who already has experience with similar cases and knows the current case law on review portals. Such an expert can make an informed assessment of the chances of success for a deletion. In addition, a lawyer has better opportunities to contact those responsible at Google directly.
Dealing with negative reviews: The chance to improve
Although they may seem discouraging at first glance, you should always view negative reviews, if justified, as an opportunity for improvement. This feedback provides insight into potential weaknesses in your business and can serve as a basis for future improvements. By responding constructively to negative reviews and offering solutions, you not only demonstrate your commitment to customer satisfaction, but also gain the trust of potential customers in the long term.
We will be happy to assist you in developing a comprehensive and effective strategy for dealing with negative reviews. By taking targeted measures, we can not only limit the damage, but also strengthen your company’s reputation in the long term!