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Having bad news on the first page of Google search results is like having bad news on the front page of the newspaper. But unlike a newspaper that changes every day, your search results won’t change unless you do something about it. We can help.

According to an AOL study, 90% of Google searchers never make it past page one for a given search. Our team of talented Search Engineers uses proprietary technology and industry best practices to push down negative, inaccurate information, and push up accurate information onto page one of Google.

Our “white glove” Account Management team will provide you with an initial screenshot and monthly updates to track our progress.

Our end goal is to help you look your absolute best in search results. And we're ready to do that.

A poor online reputation can spell doom for any business, large or small. I consider it a form of negative SEO.

 

Online reputation and brand management are critical to business success. These days, every potential client and consumer is only a search away from finding your dirty laundry spilled all over a review site. Read my post on Tools for managing your reputation online.

When a consumer considers a product or service they are more likely than ever to Google the product or manufacturer’s name.

 

The potential customer is often looking for specific bad reviews because they want to see how you handle dilemmas.

 

Here are a few likely consumers to leave bad reviews:

  • Product malfunctions

  • Incomplete or poor services rendered

  • Inaccurate charges

  • Incorrect orders

 

Potential customers like to know that when they spend their money, on the off-chance that things go wrong, the business owner will make things right.

 

As a business owner, you cannot expect to avoid negative Google reviews, but you can aspire to make sure they not only don’t hurt you, but they work to your benefit.

 

Wait, what? Can false reviews be turned into good positive reviews?

 

Before we get started on what you SHOULD do as a business owner who is faced with a bad Google review, let’s talk about what you should not do.

 

You should not immediately react emotionally. Whatever you do or say may have lasting effects on your product and your reputation as a business owner. While you do need to rectify the situation with immediacy, it is best to formulate a professional and mature strategy first.

Unless you know for sure, for example, that you delivered the utterly wrong order to Hilda’s house for her Superbowl Sunday party and ruined her life, you are best to take a few steps back and honestly examine what happened.

 

Even in cases such as the hypothetical one I have posed with Hilda, whereas you are sure you are wrong, you still need to take a moment and gather your thoughts to ensure you make the most professional response possible.

 

The Internet is a land of fakes and frauds, that much we know, so it should come as no surprise that negative reviews are sometimes the work of weak competition or, your ex-spouse.

Do your due diligence on the complainer by checking to see if this person was someone who purchased your products or services.

 

Your business may not lend itself to easily identifying past customers, but that does not mean you cannot contact, say, your restaurant’s host for the afternoon in question and inquire of him or her that day’s to-go orders.

 

There are savvy ways to figure out if a bad Google review at least has the potential to be authentic.

 

Here’s the bad news: You are going to have to respond professionally.

 

I know, that is a tough pill to swallow, however, when we look at how to remove fake reviews on Google a bit down, you will see that the process does not happen incredibly quick.

 

While I do recommend that you not respond to any reviews in emotional haste, you also can’t allow them to sit there unresolved because unfortunately, potential customers gleaning over your Google business listing will have no idea that Google review is fake.

 

Your goal when responding to negative reviews is to show your potential customers and clients who are considering your business that you are on top of customer service.

 

Because you have determined that the Google review is, in fact, likely a fraud, there is a bit of a different approach you should take.

 

  • Reply immediately with an apology. Make it obvious that you understand the depth of the complaint and that you feel legitimately bad and want to rectify the problem or issue.

  • Note that you are not able to verify the situation and this is harming your process to resolve the matter further; both in preventing a future incident from occurring and potentially in rectifying the customer’s bad experience in refunds or future discounts. Remember, the review is fake, you are essentially asking them to reveal themselves privately to you under the guise that you are going to help them out.

  • Leave your personal/business email address, phone number, and any relevant contact information and request the reviewer contact you so that you can get the additional details needed to resolve the issue.

  • Now for the fun part: Flag the review.