How to Deal with Negative Reviews on Your Google Business Profile
Your company’s online presence is the gateway to its future business success, and the first impression that people have of your company is through your Google Business Profile (GBP). Because of GBP, businesses are no longer restricted to static websites. You now have several other options to showcase your company business profile including Google Maps and Google Search.
As more customers discover your business, the more they are able to leave a Review on your GBP. Now, do you know what to do if you receive unfavorable feedback on your business profile and handle your Reputation Management?
Some Tips to Handle Negative Reviews
#1 – Identify Legit Problem Reviews
Negative reviews are usually based on personal experiences, and they are often written by people who don’t really “unlike” your business in particular but are using the internet to voice their opinion about a service or product.
#2 – Respond to the Problem Reviews
Once you have identified the real problem reviews, you can try to address them directly. This is the best way to prevent reputational damage to your business. A good rule of thumb is to address the negative reviews directly and then respond to the positive reviews.
#3 – Identify and Report Fake Reviews
Fake reviews are very different from legit negative reviews. The former are often meant to destroy the credibility of a business through baseless rumors and bashing. These fake negative reviews should be reported.
Positive Resposes = Better Reputation Management
It can be challenging to stand out from the crowd in today’s competitive business environment. One effective strategy for success is the ability to learn from negative reviews and feedback. Such reviews offer valuable insights into what works and what doesn’t in your business, enabling you to make necessary changes that improve performance and increase profits.
By taking a fresh look at your current operations, you can gain new perspectives on areas that may need improvement. Whether you are focused on customer service, product quality, or marketing strategies, listening closely to feedback from unsatisfied customers is an important step in realizing your full potential as a business leader. Ultimately, learning from negative reviews can help drive your success for years to come.
Common PR Concerns, Questions, and Answers
What is reputation management?
Reputation management is the dedicated effort to influence how the public perceives a company or brand online.
Why is reputation management important?
Companies with strong positive reputations attract better people, are perceived as providing more value and have more loyal customers. Additionally, most market value comes from intangible assets like brand equity, intellectual capital, and goodwill, which means companies are especially vulnerable to anything that damages their reputations.
How have companies been hurt without reputation management?
Dark Horse Café received a tweet criticizing their lack of electrical outlets for laptops. Their defensive response resulted in numerous blogs defining it as a negative public relations case.
Nestlé failed to respond to negative comments about its environmental practices. As a result, the public posted altered versions of its logo, requiring the company to close that public page.
Amy’s Baking Company harshly addressed a negative customer review, which was picked up by the local news, eventually forcing them to close their doors.
There are reports almost weekly shared on social media about how poorly companies handled their public responses.
How Are Your Competitors Doing it?
Reviews and search engine placement are key and offer bottom-line results. We will see where you currently stand with your online presence, establish goals, and compare your results, along with your competitors a minimum of monthly, with weekly updates via a third party available as well.
How Can You Handle Your Reputation Management?
It really depends on your circumstances. How established is your brand or online presence? How strong is your current search engine presence? Are you being targeted or simply had some bad press?