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we've all been through this you're
happily working away when suddenly from
the corner of your eye you notice a
pop-up notification flashing on your
phone you grab it to check what it is
then realize a disgruntled customer has
just left a one star review on your
Google Business listing your heart sinks
after pouring sweat and blood into your
business for weeks your reputation has
been damaged in the blink of an eye
after investigation it turns out that
whoever left you that next to Google
review is not even a client of yours and
now you're angry whether it comes from
an existing client or not getting a
negative Google review is never welcome
especially when it's undeserved in
today's video I'm going to show you how
to best handle this kind of situation
and I will also give you a simple tip at
the end to help you bury this one star
stinker first whatever you do don't
panic whenever a client of mine gets a
negative Google review they instantly
call me and ask me if if I can help them
to get it removed as they are anxious it
will affect them badly this is even more
true if the owner of the Google listing
as a 5 out of 5 star rating firstly I
tell them I can't help delete a negative
Google review from their listing or
anybody else's listing as a matter of
fact nobody can apart from the person
who posted it so unless you are able to
convince the original reviewer to remove
it then it's likely to stay there the
other thing I tell them is that a
negative review is likely to lower the
average rating which is good news and
this is why research shows that
businesses consistently getting 4.5 out
of 5 Stars tend to perform better than
those who managed to get that Stellar
five-star rating month in and month at
it doesn't mean that people want to deal
with businesses that perform worse than
their competitors customers want to deal
with businesses that are authentic and
trustworthy and they expect them to have
flaws if 5 out of 5 star rating will
often come across as fake or Fernie so
if you've just received your first
negative review don't let it bring you
down instead celebrate it and do this
next
make sure you reply to the review in a
professional manner whether it was
posted by a genuine customer or someone
you've never heard of before it's
important you respond to all reviews
especially negative ones remember
prospective customers will be reading
how you handle dissatisfied customers if
you don't know where to start I
recommend you check this article from
the online review specialist called
gatherup.com where they recommend you do
the following respond to the review
within a day of receiving it use the
customers onwards to personalize your
reply offer a solution to the problem
they have encountered they also provide
an easy to flow structured approach on
how to best reply to negative reviews
but if you're lazy like me I recommend
you download their set of review reply
samples you can copy and paste to speed
up the process well worth it if you ask
me especially since it's completely free
once you've replied to the review you
might want to consider doing the
following ask Google if they can remove
the review most business owners feel the
negative reviews they get are undeserved
and are desperate to get them removed
the good news is Google does provide a
tool you can use to request the removal
of a particular review all you need to
do is log into the Google account
associated with your Google listing then
go to this page don't worry I've put the
link in the description below click on
the request review removal button then
confirm your account details and your
listing
choose the report a new review for
removal option then select the review
you want to report you'll then have to
choose a reason why you think this
review should be removed once submitted
Google will look at it and let you know
if the review has been removed or not
the bad news is in most cases your
request will be turned down unless it
fits the exact criteria of one of the
categories listed the review will not be
removed if you feel it's worth a shot go
through this process but it is likely
the negative review will stick the
problem with that is if the negative
review that was posted on your listing
was the most recent one it will sit
right at the top of all the reviews with
the label new next to it when
prospective customers check the most
recent comments your existing clients
have posted so unless you receive tons
of reviews it's likely to stay there for
some time and put people off resulting
in a loss of business but here is what
you can do to quickly bury it further
down the list with one simple trick I
ask one or two of your existing clients
who have posted a five-star review if
they wouldn't mind updating it by adding
a few words to it it doesn't matter how
all the reviews are you can even ask
some good friends or family members who
I'm sure positively reviewed your
listing when you first published it a
few years ago if they wouldn't mind
doing the same these reviews will be
considered as if they were brand new and
will instantly be promoted at the top of
the review list which will push down and
bury the negative one this will make
your listing look a lot better and
minimize any potential damaging impact
that's it for today guys hope you found
this useful if you did remember to like
it and until next time happy marketing
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