There are currently no "foolproof" methods for permanently deleting a review on Google. This search engine prefers to display all information about your business, as it considers it useful for its users.
However, this does not mean that you cannot do anything about the negative reviews, and especially against false opinions, for example false defamatory opinions.
All reviews are important, even fake ones!
Having customer testimonials is something that generates enhanced online visibility, regardless of the content. Indeed, whether the opinion is positive or negative, this does not influence the SEO of your company. Customer reviews are useful information to know their interest in your products or services.
Google will tend to position better locally a Google My Business listing which has a large number of reviews (positive ou negative), than a card with very few opinions (even if they are all 5 star review).
Through these reviews, you will have the opportunity to discover both the strengths and weaknesses of your offer. For this reason, it is essential to give great importance to any type of opinion. Whether positive, negative or even neutral, reviews are always the best way to find out how happy your customers are.
You shouldn't panic about negative reviews either, because sooner or later you'll resort to a disgruntled customer. It's even something inevitable for any business, so even if you receive bad reviews, you must also respond to these types of comments.
Take advantage of a negative review
When you receive negative reviews, it's important that you remain calm, act professionally, and see the positive side of the situation. See the review as an opportunity for improvement instead of worrying about removing a negative Google review. Know that if a customer does not express their dissatisfaction, you will never be aware of the failures within your company.
A review from a customer can be interesting because they took the time to approach you and express their point of view. Remember that the customer is your primary target, so show that you really care about their recommendations.
Finally, keep in mind that there will always be companies that are worse or better than others. Faced with increasing competition in many sectors, it is essential to offer excellent customer service that listens to all Internet users.
Deleting a Google My Business review
As mentioned above, it is better to face the criticisms and respond to the opinions of your customers than to ignore. Nevertheless, a succession of negative comments on Google will impact your e-reputation on the search engine. Such a situation could also lead to distrust of your potential customers.
To remedy this, it is possible to have certain negative opinions deleted via Google My Business if you suspect they are fake. In this case, you will need to prove to Google that the review is infringing either the google terms of service, or a national law in your country, for example a French law concerning defamation. The review can then be removed from the list of comments about you.
Before doing this, try to get closer to the customer who left a bad review. Indeed, the most important thing is that the problem is solved in the eyes of other customers. If you're convinced this is a fake review, mark it as such in your Google My Business account. When the person in charge of Google contacts you about this, be sure to have ready all the information that shows that this review is not legitimate.
Content prohibited and restricted by Google
As a reminder, here is the list of the types of reviews prohibited by Google, and therefore of the reviews for which you can request deletion:
- Spam and fake content
- Off-topic content
- Content subject to restrictions
- Illegal content
- Terrorist content
- Sexually Explicit Content
- Shocking content
- Dangerous and degrading content
- Identity theft
- Conflict of interest