How to Manage Google Reviews (And When to Delete Them)

Google reviews have a profound impact on businesses in the digital age. As of 2023, they're more than just customer feedback — they can shape trust, visibility, and engagement. In this article, we'll explore how Google reviews can be a catalyst for growth or a challenge to overcome. 

Join us on a journey to understand the power of reviews. We’ll teach you how to manage them effectively to safeguard and enhance your brand's reputation.

This article will explore:

• How Google reviews impact your business
• How to monitor reviews in your Google business profile
• Managing Google reviews
• Bad reviews — when to delete and how

How Google Reviews Impact Your Business

Google reviews have become a powerful force in the digital age, significantly influencing consumers' decisions. Understanding how they impact your business is crucial for success in today's competitive landscape. Here's a closer look at how reviews shape your business.

• Trust and credibility. Reviews build trust. Positive reviews enhance your credibility, while negative ones can erode it. In 2023, 98% of consumers read reviews before making decisions.
• SEO and visibility. Search engines consider reviews in rankings. Quality and quantity of reviews can boost your local search visibility.
• Customer engagement. Responding to reviews, especially negative ones, fosters customer engagement. In 2023, quick responses are critical, as 53% of consumers expect businesses to address negative feedback within a week.
• Feedback and improvement. Reviews provide insights for growth. Adapting to feedback is vital in evolving business landscapes.
• Competitive advantage. Positive reviews set you apart. Leverage them to stand out and attract more customers in a competitive market.

Read How to Get Google Reviews for Your Business

How to Monitor Reviews in Your Google Business Profile

Managing Google reviews should be a crucial part of your digital marketing plan. You can view your business’s Google reviews by simply Googling your business. However, you can’t manage them without logging into your business’s Google account first. 

Accessing Your Reviews

• Log into your Google Business account. You need to be logged into your Google Business account to manage your reviews. If you haven't set one up, follow Google's guidelines to create and verify your business profile.
• Open Google Maps. Once logged in, open Google Maps in your web browser or the mobile app.
• Search for your business. Use the search bar within Google Maps to find your business by name or address. Click on your Business Page to access your profile.
• Access reviews. Scroll down to find the "Reviews" section on your Business Page. Here, you can view all of your active customer feedback.

Setting Up Review Alerts

Google allows you to receive alerts whenever new reviews are posted for your business. To set up review alerts:

• Stay logged in. Ensure that you are logged into your Google Business account.
• Go to your business profile. Access your Business Page on Google Maps.
• Access "Reviews". Scroll down to the "Reviews" section.
• Click on "Alerts". Look for the "Alerts" or "Get Alerts" option within the reviews section.
• Configure alerts. Follow the on-screen instructions to set up your review alerts. You can choose to receive notifications via email or mobile app notifications.

By setting up review alerts, you'll be notified instantly whenever new reviews are posted, allowing you to respond promptly and maintain an active dialogue with your customers.

Managing Google Reviews

Monitoring your reviews is essential for effective reputation management. It helps you address customer concerns and demonstrates your commitment to providing excellent service. This proactive approach can positively impact your online image and build trust with your audience.

Use the steps in the previous section to reach the “Reviews” section of your Google Business Page. But remember that you’ll need to be logged into your Google Business account to respond to or flag reviews. 

Data shows that responding to reviews (especially negative ones) in a timely manner is crucial for both potential and existing customers. Therefore, it's important to promptly address customer feedback on your Google Business Page.

Let’s dig deeper into review responses. 

Responding to Good Reviews

Let’s start with the positive—that is, responding to positive reviews. Consider the following template:

• Thank you for your feedback and your business, [Reviewer Name]! Your support is important to us, and we can’t wait to see you during your next visit!

This response accomplishes three tasks:

• It thanks customers for their review
• It expresses appreciation for choosing your brand
• It encourages customers to visit again

If a customer leaves constructive feedback in an otherwise positive review, consider adding another line to your response template:

• Thank you for your suggestion to [do X suggestion]. We’re always trying to improve our [customer service/product/service/process], and we’ll consider your advice as we continue to grow.

Leveraging Good Reviews

Positive reviews can be a goldmine for your business if used effectively. They reflect your brand's commitment to excellence and serve as a powerful marketing tool. 

Here are some ways to make the most of good reviews and draw attention to your brand:

• Showcase them prominently on your website and marketing materials. For instance, consider creating a dedicated section on your website for customer testimonials where you can display snippets of glowing reviews. 

• Use good reviews in your social media posts, emphasizing your satisfied customers' trust in your products or services. 

• Include them in your email marketing campaigns, reinforcing your credibility and encouraging potential customers to engage. 

Remember to respond to positive reviews with gratitude. A simple thank you message not only appreciates the reviewer but also shows your brand's commitment to customer satisfaction.

• Thank you for taking the time to share your positive experience with us, [Reviewer Name]. We're thrilled that you enjoyed our [product/service]. Your kind words inspire us to continue delivering our valued customers the best possible [product/service]. We can't wait to welcome you back soon!

• We're truly grateful for your fantastic review! It's wonderful that you had such a positive experience with our [product/service]. Your feedback motivates our team to keep exceeding your expectations. We can't wait to serve you again in the future.

Responding to Bad Reviews

Unfortunately, you’ll have to respond to negative reviews, too. Depending on the review and your industry, some of the following templates may be helpful in dealing with an unhappy customer:

• Thank you for your feedback, [Reviewer Name]. We apologize and regret your negative experience with [Company Name]. We’re always striving to improve—please [call/email us] at [contact info], and we’ll make it right.

• [Reviewer Name], we’re sorry that your experience with [Company Name] didn’t meet your expectations. We’d be happy to resolve your issues—so please [call/email] us at [contact info]. Thank you for your feedback!

• [Reviewer Name], we appreciate your feedback! However, our [product/website] clearly states [product’s intended use or other explanation]. We are sorry you were not satisfied with the results. Please feel free to contact customer service if you have any further questions, and we hope you consider [Company Name] in the future. 

Read The Ethics of Review Gating: What You Need to Know

How to Handle Fake Reviews

Fake reviews are often created to deceive or to manipulate a business's online reputation. Effectively handling fake reviews is vital for preserving a trustworthy online image and ensuring that your reputation is built on authentic customer feedback.

Fake reviews can tarnish your brand's image and mislead potential customers. These reviews can take various forms, but they typically fall into one of the following categories:

• Paid reviews. Some businesses or individuals pay people to write positive reviews about their products or services, even if those individuals have not actually used them. This is done to inflate their online rating and reputation artificially.
• Negative reviews from competitors. Conversely, competitors might post negative reviews to damage a rival's reputation. These reviews can be inaccurate or exaggerated.
• Review spam. Automated systems or fake accounts often generate fake reviews. They contain generic, vague, or irrelevant content and may be posted in high volumes to overwhelm genuine reviews.
• Review swapping. In some cases, businesses or individuals may engage in "review swapping" with others. This is where people agree to post positive reviews for each other, even if they have never used each other's services.
• Fake customer accounts. These are accounts created solely to post reviews. They often lack any history or personal information, and their reviews may be suspiciously positive or negative.

Google has guidelines in place to detect and remove fake reviews. You can report suspicious reviews, and Google may investigate and remove them if they violate the platform's policies. 

When you encounter a fake review, respond professionally and consider flagging it for removal if it violates the platform's guidelines. Additionally, engage with genuine customers and encourage them to leave honest reviews to counterbalance the impact of fake ones. 

• Thank you for your review. We take all feedback seriously and value input from our genuine customers. Could you please share more details about your visit or transaction? Feel free to contact our customer service team at [Contact Information] so we can better understand your experience and work toward a resolution.

Remember, transparency and authenticity are vital in maintaining your online credibility. Addressing fake reviews promptly and professionally is essential in preserving your brand's reputation.

Bad Reviews—When to Delete and How

Unfortunately, you may encounter spam reviews on Google. These may look like:

• Reviews from customer names you don’t recognize
• Multiple reviews from the same user under different pseudonyms
• Low star ratings with no description provided

These are all reasonable circumstances for review deletion—but you can’t do this manually. Instead, you can flag messages for deletion in the “Reviews” section of your Google Business Page. 

After you complete the on-screen instructions and submit your request, Google will review it and delete the review if it meets the criteria for spam. 

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Review management demands dedication and time, but it's essential for maintaining your reputation and succeeding in online marketing. 

Modern marketing also isn’t complete without text message marketing. When you’re ready to embrace SMS and MMS advertising, turn to Textedly. Our Online Review Management Software makes collecting reviews and getting your message out to your client base simpler and more affordable than ever. 

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