Google reviews play an important role in today’s digital landscape.

More than 90% of people are inclined to check Google Reviews and online testimonials before visiting a business. Reviews can assist prospective clients with their decision-making process and help your current clients evaluate their experience with your law firm. False or negative Google Reviews, however, can damage your firm reputation.

In this guide, we’ll explain approaches to negagive Google reviews, how to report spam or fake reviews, and what to do in the event that you can’t remove a review.

Reporting reviews for Removal 

When to Flag a Google Review?

If you received a review that you think is unfair or left by someone who hasn’t interacted with the firm, you can report it. However it is important to know that Google will only consider removing reviews that breach its policies. This means that even if a review is inaccurate or left by someone who isn’t a client   it won’t guarantee its removal. Google does not get involved in clients and businesses disagreements.

If you want to report your reviews on Google, you’ll first need to claim your Business Profile. You can use Google Maps, Google Search or the Reviews Management Tool to flag a review. If you are a Skunkworks client, we can help you with this process. 

Report reviews on Google Maps or Search

• Step 1:  Navigate to Google Maps or Google.com
• Step 2: Search for and find your Business Profile. Tap your profile picture or initial. 
• Step 3: Navigate to the Reviews tab and find the review you’d like to report.
• Step 4: Click on the three stacked dots. Tap More > Report review. 

You can also flag a user by tapping the name of the user. Tap More  > Report profile.

Report reviews on Google’s Reviews Management Tool

• Step 1:  Navigate to the Reviews Management Tool.
• Step 2:  Log in to your Business Profile (you need to be logged in with the correct email account. If not Switch account). 
• Step 3:  Select your business > Report a new review for removal.
• Step 4:  Find the review (or reviews) you’d like to report and flag them individually. 
• Step 5: Click Report and then Submit.

Be patient, Google can take several days to respond. If you feel Google’s verdict was incorrect you can appeal this decision once. To learn how to submit a one-time appeal go here.

Responding to Negative or Fake Reviews

Responding to negative reviews can feel like  a difficult task. However, it’s important to respond to all reviews, as it is a public demonstration of your relationships with both happy and unhappy clients, and will be potentially read by prospective clients. 

Here are two examples on how to respond to negative reviews:

• Example response 1: “Hello [name]. Thank you for bringing this to our attention. We take your review seriously and will pass your comments to our legal team. If you have any other issue or concern feel free to email us at (email details).“

• Example response 2:  “Hi [name]. We appreciate your feedback and we’re sorry to hear that your experience did not meet your expectations. If you have any other comments or suggestions please contact us at [contact details]. We’ll be happy to assist you”

How to respond to fake reviews?

Anyone can write a review on Google. This means that reviews are not always written by actual clients. Some people create fake reviews to damage a company’s reputation. Occasionally there are times when a user can mistakenly review your business .Unfortunately, businesses receive fake reviews all the time.

Here are two examples on how to respond:

• Example response 1:  Dear [name]. We appreciate your review. We take customer feedback very seriously, unfortunately we were unable to locate a record with your name or client details. Please contact us at (email details or phone number) to assist you. Thank you!.” 

• Example response 2:  Hello [name]. Thank you for contacting us! Google reviews are meant for clients to leave their thoughts about their experience with us. Unfortunately we were unable to identify your profile. Please contact us at (email details or phone number) with more information about your case to assist you.

Google recommends reading and replying to all of the reviews, even if  they’re negative or a suspected fake. This can build trust with your clients and show that the firm values their input. 

An important recommendation is to publicly respond to the review but generally it’s best to  take the conversation offline (asking them to send you an email or to call you can be a good option). Don’t forget to address each case individually and customize your responses. 

Key Takeaways 

Managing Google Reviews should be a key part of your firm’s marketing strategy to increase firm visibility, attract potential clients and build trust with existing clients. 

Encouraging your clients to submit positive reviews can help you capitalize your online visibility. 

Fake or negative reviews will impact your online visibility and should be reported. Google will determine if the review should be deleted. Even if you know it’s a fake or spam review, you are encouraged to respond so potential clients can understand why there was a 1-star review or negative feedback. Customize your responses to each client and address fake reviews carefully. 

Asking clients to leave favorable Google reviews can surpass the impact of any unfavourable ones.

Additional Resources

• Remove reviews from your Business Profile on Google.
• Add, edit, or delete Google Maps reviews & ratings
• How to reply to both positive and negative reviews

Need advise or help with Google reviews? Get in touch with one of us at Skunkworks. We are happy to help.