One way to increase conversions is through reviews on Google Maps. Why are they so important from the perspective of listing administrators and future clients? Why it's worth acquiring more positive reviews and using them effectively, and—the key topic of this article—how to remove negative reviews on Google. Check and properly present yourself online. It pays off!
The golden rule is: "Sales don't happen by chance." It's a process that involves many responsibilities and a range of techniques that, when used properly, can translate into easy closing of deals. One such technique is, for example, the right form of communication. Krzysztof Rzepkowski, CEO of Sandler Training Polska, shared more about this verbal and nonverbal communication in a special interview.
We now know that it's not just what we say that matters, but also how we present the information. What else plays a key role in a customer's decision-making process? For example, a positive experience with the brand, consistency of communicated values, and price (though contrary to what customers say, this isn't the most important factor!). Most important, however, is trust. Without it, there are no sales! How can we build it with a customer we don't have direct contact with and who has never used our services before? Reviews, recommendations, and social proof are key here ... And you can achieve all of this with a Google Business Card!
Google Reviews – Why Are They So Important?
It's quite simple. Each of us has searched online for a product or service we've never used before. Therefore, we have no comparison group, nor is our knowledge of whether a given product is worth investing in. Where can we get this information? Of course – from the internet! A Google user can find it in no time.
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It's a very quick and convenient way to determine whether a company whose offer has caught our attention is worth our trust. And consequently, our money. We quickly fire up a search engine and enter the brand name. In a flash, we receive the most important information (from the customer's perspective), which moves us one step further on the board, where the goal is a sale.
If a company is serious about marketing and SEO , the first page should display not only the domain but also the business card . We wrote more extensively about how to create a Google My Business listing in a previous post.
It contains, among others, data such as:
- address,
- Web page,
- phone,
- opening hours,
- customer reviews.
Importantly, this includes both high ratings and one-star reviews! Later in this article, we'll explain how to deal with negative reviews, why you shouldn't delete them, and what positive impact they can bring to your organization. For now, though, let's explain how to check your Google reviews if you have a company profile there.
How to check your opinions about a company?
This doesn't require extensive or complicated activity. Google support confirms this, explaining how to check positive and negative entries in the company management panel:
As we've already mentioned, your company isn't like a tomato—not everyone will like it. That's normal. For this reason, you'll encounter both positive and negative Google reviews on your company profile. Let's take a closer look.
Positive Google reviews – why are they so important?
In sales, trust is paramount – beyond liking. Google reviews help build trust with customers who haven't yet had the opportunity to test our products, services, and customer service on their own skin, nails, or other areas of their microcosm. After all, if 74% of users say it's "good," why should you be in the minority?
Social proof, which is also the basis of Google reviews, can significantly increase sales. According to a comprehensive 2019 report published by Gemius, a staggering 47% of customers believe that reviews are the most important factor in building online store credibility!
This is already a sufficient argument to take a closer look at them, and if we add to this the fact that 92% of potential customers check at least one review of a given product or company before making a purchase (according to bizrateinsights.com ) – understanding the power of opinions on Google becomes incredibly easy!
>> Increasing your e-commerce conversion rate <<
Negative reviews on Google – the devil is not as black as he is painted…
You've probably heard the saying that it doesn't matter what people say about you. What matters is that they say it. And there's some truth to that! Negative reviews about a company don't look great, but they shouldn't be deleted. Why?
This is an invitation to contact the client, an opportunity to amicably resolve a matter that has become a bone of contention. This will help us avoid losing the client, and perhaps even improve the quality of our services or offerings?
How do I respond to a review on Google?
Even if you're not a communications guru, you can figure this out. Below is a short, step-by-step guide from Google itself.
That's the whole story.
Remember that…
If the majority of negative reviews continue to grow over time, perhaps there's something to it and it's worth changing? No one can tell you about your company better than your customers!
Unless they are…
Fake negative reviews on Google
These are the worst kind of reviews. They don't help us refine our offerings or develop more in-depth customer communication. In short, a fake account (often set up by unfair competition) and the Google reviews it creates are doing us a disservice.
When can we suspect that a few "kind words" or a single star rating is a baseless brand review, posted by multiple accounts? While there's always a degree of uncertainty, we can usually identify fake negative comments on our Google listing by tracking the user's review history. This allows us to verify whether a mass posting of misleading reviews is taking place. Several negative reviews in one day may suggest that it's worth verifying the credibility of the account from which they were posted. If it turns out to be a fake account, simply remove the review from Google.
How to remove negative reviews on Google?
Deleting a review on Google is only recommended if the review is genuinely fake and contains false information. Issues related to a low rating, especially if you're targeting such a negative post, require action. In such cases, you should contact Google via their support forum, inform them of the situation, and request that the negative reviews be removed.
Google Maps representatives respond quite quickly to negative comments (in Polish and any other language in which they are written) – you will usually receive a written decision within a few days.
Good to know…
Google Support will also remove the review if the content of the message does not comply with the rules – for example, it may contain vulgar words or simply inappropriate content.
Negative reviews on Google business card and local positioning
Negative reviews on your Google Business Listing (Google Business Profile) have a direct impact on local SEO , although this relationship is more complex than the simple "more bad reviews = lower position".
Review factors that affect SEO visibility :
- average rating (number of stars),
- sentiment and content of opinions,
- how to respond to negative feedback (very important!),
- frequency and number of opinions.
Check out the local SEO offer at Verseo!
Google Reviews Summary
Google reviews are an important part of online brand promotion. They aid in purchasing decisions and serve as a direct invitation to engage with customers. Google reviews should not be deleted. Regardless of whether they are positive or negative, respond, engage in dialogue, and be curious about opinions, including those on Google Maps. Positive reviews will strengthen your brand, while negative ones will allow you to refine your offerings or service.
You may also encounter fake Google reviews that contain inappropriate content. If, after your initial verification, you believe the review was submitted by a fake account, contact Google. Support will work within a few days to remove the negative review about your brand in Google Search . And that's the end of the fake review problem.
FAQs about deleting reviews from Google
No, the listing owner doesn't have the technical ability to directly "delete" a review submitted by a user. Removal of a review is only possible in two circumstances: if the author deletes it themselves, or if Google approves your report and removes it for violating the platform's terms of service.
Google will only remove a review if it violates its User-Generated Content Policy. Common violations include:
- Spam and fake content (reviews written from fictitious accounts).
- Content that is hateful, offensive, or contains profanity.
- Conflict of interest (e.g., an opinion issued by a direct competitor or former employee).
- Content containing personal or confidential information.
To report a dishonest review, search for your listing on Google, go to the reviews section, find the specific review, click the three vertical dots icon next to it, and select "Report Review." You'll then need to provide a specific reason for reporting it (the type of policy violation).
If your first report was unsuccessful, you can appeal the decision using a special form in Google's Review Management Tool. There, you can check the status of your report and, if denied, submit additional justification and evidence proving the review is false (e.g., the person is not in your customer database).
It's always worth posting a polite and substantive response. If you suspect fraud or a competitor's attack, write directly: "Dear Sir/Madam, our database doesn't contain an order for the name you provided. Please contact us to verify the situation." Such a response demonstrates to other potential customers that you care about standards, and a review could be considered an attempt at sabotage.
Absolutely not. Purchasing fake reviews is strictly prohibited by Google's terms and conditions and is illegal under the Omnibus Directive. Google's algorithms can detect a sudden increase in fake reviews, which can result in the suspension or even complete removal of a business listing.
The best and safest way is to actively ask satisfied customers for reviews. You can do this by sending a direct review link via text or email after completing a service, placing a QR code on a receipt/flyer, or simply during a personal conversation after a successful purchase.
Summary
The above article covers the following topics:
- Reviews on Google Maps build customer trust and influence purchasing decisions, helping to increase conversions.
- You can check reviews in your Google My Business listing management panel, where all customer reviews are visible.
- Positive reviews build a company's credibility, and 47% of customers consider reviews to be the most important factor in the credibility of online stores.
- Negative reviews are an opportunity to contact the customer and improve the quality of services, so they should not be deleted.
- Fake reviews can be identified by checking a user's review history and verifying that they are not posting a mass of negative comments in one day.
- Removing a review on Google is possible by reporting it on the support forum if the review is fake or contains vulgar content.
- Negative reviews impact local SEO through average rating, content sentiment, how people respond to reviews, and their frequency.
- It is important to respond to all opinions and maintain a dialogue with customers, as positive opinions strengthen the brand, while negative opinions help refine the offer.
