With customers turning to the internet for recommendations and insights, managing your online presence can make or break your success. 

This holds especially true for small businesses with high transaction volumes, like real estate agents and insurance brokers, who rely on trust and positive word-of-mouth.

But what happens when you get a negative review that threatens to damage the reputation you’ve built your business on? 

But say you’ve been pouring your heart and soul into your business, and stumble upon a negative review on your Google page that seems intent on causing harm. It's a tough pill to swallow. 

You're left wondering, "Can I do anything about this?" The short answer is yes, and understanding when and how to delete Google reviews becomes crucial.

Unfortunately, it’s not as simple as hitting a ‘Delete’ button and getting done with it, and that’s where this article comes in. We’ll help you understand

• How to delete Google reviews,

• When you can delete Google reviews,

• The types of reviews that Google will delete, and

• How to handle negative reviews when you can’t do anything about it.

So without further ado, let’s get right in.

Can you delete a Google review?

In a manner of speaking, yes. 

When it comes to Google reviews, it's important to note that as a business owner, you don't have the direct power to press a "delete" button on a review you find unfavorable. 

Google upholds a policy of impartiality, striving to maintain a level playing field for all businesses. 

However, this doesn't mean you're entirely powerless in the face of negative feedback. There are two primary approaches you can take to address a review that you believe violates Google's policies or guidelines.

1. Reporting inappropriate reviews

If you come across a review that contains offensive language or false information, or violates Google's review policies in any way, you have the option to report it. 

Google takes these reports seriously and will assess whether the review breaches its guidelines. If they find it to be in violation, they may take action, which could result in the review being removed.

2. Engaging with the reviewer

Another approach is to reach out to the reviewer directly. Sometimes, misunderstandings or miscommunications can lead to negative reviews. Politely and professionally addressing the concerns raised in the review can sometimes lead to a resolution. 

In some cases, the reviewer may choose to edit or even remove their review based on your response.

It's crucial to approach this process with tact and empathy, focusing on finding a solution rather than engaging in a confrontational manner. Remember, potential customers who read your responses will be looking for professionalism and a willingness to address concerns.

While you can't directly delete a review, these two approaches offer you effective avenues to manage and potentially mitigate the impact of negative feedback.

Types of reviews Google will consider deleting

It's important to note that Google maintains a strict set of guidelines when it comes to removing reviews. They don't remove reviews simply because a business owner finds them unfavorable. 

Instead, there are specific instances where Google will consider deleting a review, such as the content being deceptive or inappropriate. Let's explore some of these instances:

• Fake engagement - Imagine a competitor or a disgruntled individual creates multiple accounts to post fake positive or negative reviews about a business. Google takes this seriously as it undermines the integrity of the review system.

• Impersonation - Someone poses as an employee or representative of your business and leaves a review. This is a clear violation of Google's guidelines as it misrepresents the source of the review.

• Misinformation - A review containing false information about your business's products, services, or policies. This can mislead potential customers and is grounds for review removal.

• Misrepresentation - A review falsely portraying a transaction that never occurred, perhaps claiming a product was never delivered when it was. Google will consider removing such reviews due to their deceptive nature.

• Harassment - A review including personal attacks, threats, or any form of intimidating behavior directed towards you, your employees, or other customers. Such behavior is not tolerated by Google.

• Hate speech - A review containing discriminatory language or promoting violence or prejudice against a particular group based on race, ethnicity, religion, gender, or other protected characteristics. Google will remove reviews that propagate hate speech.

• Offensive content - A review including content that is excessively graphic, violent, or otherwise disturbing. This can create an uncomfortable or unsafe experience for potential customers.

• Obscenity & profanity - A review containing explicit language or profanity that goes beyond what is considered socially acceptable. Google considers this inappropriate and may delete the review.

• Sexually explicit content - A review containing explicit or adult-themed material. Such content is not permitted and will be considered for removal.

• Adult-themed content - A review including content related to adult entertainment or explicit material. Google aims to maintain a family-friendly environment and will consider removing such reviews.

To learn more, you can check out Google’s prohibited and restricted content policy.

How to delete Google reviews on PC

1. Begin by logging into your Google account on your computer.
   

2. Head over to business.google.com.
   

3. On the left-hand side, locate and click on the "Reviews" tab.
   

4. Next to the review you wish to report, click on the "More" icon (three dots).
   

5. From the options that appear, select "Flag as inappropriate."
   

6. Choose the specific reason for flagging the review.
   

7. Complete the process by clicking "Submit."
   

How to delete Google reviews on Android, iPhone and iPad

1. Launch the Google Maps application on your device.
   

2. Tap your profile picture located in the top right corner and go to your Business Profile.
   

3. Select "Reviews" from the menu.
   

4. Locate the specific review you wish to report.
   

5. Tap on "Report review."

How to handle negative reviews

It's important to understand that while you can report reviews that violate policies, the ultimate decision rests with Google. This means that not all reported reviews will be removed. 

During the time it takes for Google to review your request, negative reviews may continue to impact your business's reputation. This underscores the significance of managing negative feedback proactively and professionally.

Negative reviews can have a swift and powerful impact on your business's reputation. Responding promptly and constructively is crucial because potential customers are observing how you handle criticism. 

Approach each response as an opportunity to showcase your commitment to customer satisfaction and constructive dialogue.

Crafting professional and helpful responses

When responding to negative reviews, consider these tips:

• Empathize: Understand the customer's perspective and acknowledge their feelings or concerns.

• Be polite and professional: Maintain a courteous tone throughout your response.

• Address the issue directly: Focus on the specific concern raised in the review.

• Offer a solution or explanation: Provide information or steps to address the problem, if applicable.

• Encourage direct contact: Invite the reviewer to reach out to you directly to discuss the matter further.

Turning negativity into positivity

Negative reviews can be turned into opportunities for growth and positive change:

• Learn from feedback: Use negative feedback as a source of insight to enhance your products or services.

• Showcase improvement: If applicable, share how you've taken steps to address the concerns raised.

• Offer a resolution: If possible, provide a solution or compensation to rectify the situation.

• Invite them back: Encourage the reviewer to give your business another chance.

By handling negative reviews with professionalism, you demonstrate your commitment to customer satisfaction. Turning a negative experience into a positive one can not only salvage a customer relationship but also showcase your dedication to continuous improvement.

If you want to learn more about how to approach customers for more reviews, here’s an article that’s perfect for you: How To Get More Google Reviews Quickly In 9 Simple Steps.

Are negative reviews really ‘bad’ for your business?

Negative reviews, though initially disheartening, may not always spell doom for your business. In fact, they can serve as valuable feedback loops. 

Consider this: a critical review might highlight a genuine issue, like slow service or a product defect. By addressing such concerns, you demonstrate a commitment to improvement. 

Furthermore, a few negative reviews amidst a majority of positive ones can actually enhance your business's credibility, showing potential customers that your reviews are genuine and unfiltered.

For instance, imagine a cafe receiving a negative review about a delayed order. By responding promptly and offering a sincere apology along with a discount on the next visit, the cafe not only resolves the issue for the disgruntled customer but also shows other potential patrons that they take customer satisfaction seriously. 

This turns a potentially damaging review into an opportunity to build trust and goodwill. At the end of the day, the beneficial effects a negative review can have on your business is how proactive and responsive you are to your customer’s feedback.

Elevate your review management strategy with Momentum

Now that you understand the value of reviews, it's crucial to have a seamless process in place. This is where Momentum, your all-in-one review management platform, steps in. 

Momentum is specifically designed to enhance your Google reviews strategy and transform your online presence with the following features, among many others.

• Automated Google reviews

We empower you to climb the ranks on Google Local Search, ensuring your business is easily discoverable online, leading to a surge in inbound leads. With our Automated Google review requests and reminders, you can potentially increase your monthly Google reviews by 2-10 times. 

Additionally, you can kickstart your Google reviews by effortlessly uploading past client information.

• Efficient review management

With Momentum, you benefit from 24/7 review monitoring and instant alerts. This means you're always in the loop, allowing you to respond promptly and thoughtfully to customer feedback.

Moreover, you have the capability to read, respond to, and even dispute reviews right from our user-friendly Inbox.

• Enhanced online presence

We don’t stop at managing reviews; we also help you showcase them effectively. You can seamlessly display your reviews on your website, providing potential customers with valuable social proof of your business's quality and reliability.

Remember, taking proactive steps towards review management can significantly impact your online presence and lead to sustained success. Get in touch with us today to harness the full potential of your online reputation right away!