How to Respond to a Bad Google Review

Sooner or later every business gets one. A bad review feels personal, especially when you know the full story and the reviewer has left half of it out. How you deal with it matters more than the review itself.

First, do nothing for a few hours

Do not reply angry. Your reply is public and permanent, and future customers will read it. They are not judging who was right. They are judging how you behave when something goes wrong.

Can you get it removed?

Only if it breaks Google's rules. You cannot remove a review just because it is unfair or you disagree with it. You can report a review if it is:

• From someone who was never a customer
• Spam or fake
• Abusive, threatening or discriminatory
• About a different business entirely
• Posted by a competitor or a former employee with a grudge

To report one, open the review in your Google Business Profile, choose the option to report it and pick the reason. Google will look at it, but it can take a while and there is no guarantee. Reply in the meantime.

How to reply

Keep it short, polite and factual. Four parts:

• Acknowledge it. Thank them for the feedback, even through gritted teeth.
• Say sorry that they are unhappy. That is not the same as admitting fault.
• Give your side in one calm sentence, if you need to. No blow-by-blow.
• Offer to sort it out directly. Give a phone number or email.

For example:

"Thanks for taking the time to leave feedback, [name]. I am sorry you were not happy with the job. We did return to put the issue right the following day, but I would like to make sure you are fully satisfied. Please ring me on [number] and I will sort it personally. [Your name]"

What not to do

• Do not argue point by point.
• Do not share the customer's private details, address or what they paid.
• Do not accuse them of lying, even if they are.
• Do not get friends to pile on with replies or fake five-star reviews.

If they were not your customer

Say so, politely: "We have no record of a job under this name. If you have used us, please get in touch so we can look into it." Then report the review.

The real fix

One bad review among three looks terrible. One bad review among sixty looks like a normal business. The best protection is a steady stream of genuine good ones, so make asking part of every job.