Alice,

 

The problem with 1 and 2 star ratings, with no review attached, is that Google is known to let those stand. When there is a review attached, it is easier to get them removed if they violate Google’s content guidelines. But, because a rating is only a rating and has no content via a written review, it is exceptionally more difficult to get those removed, if not impossible. This is one of the BIGGEST complaints that businesses and marketers have when it comes to Google Reviews and the bad actors who use Google to tarnish businesses. Compound that with the fact that because of the pandemic, Google is not responding to ANYBODY’S complaints. All of the normal channels that I use to communicate with Google are on auto-reply with no indication when an actual person from Google will respond. 

 

Here is my suggestion: get more positive Google Reviews. The best way to bring that rating up is to get more 4-5 star reviews on your listing. Right now, during Covid-19, I would take advantage of the fact that many people in this country are sympathetic to small businesses being hurt by shutdowns and lock downs. Here is what I would do if I were you:

 

• Compile a list of each and every email address of a happy customer you have ever had.
• Send them each an email (not canned but unique for each person) explaining how your business has suffered because you have had to close your doors for so long.
• Explain to each of them that you plan on opening soon and in an effort to get back to business as usual, as fast as possible, a review on your Google listing is HIGHLY appreciated.
• Do not offer them anything in return for a good review, but be absolutely sure you say this “your good review and support will not go unnoticed.” Then, make sure you take care of those customers who leave a good review the next time they do business with you.
• Thank them for their support. Show your appreciation for them.
• Send this link to them. When clicked, it takes the user to the place where they can leave a review: (My Client’s Google Maps Review Link Was Included Here)
• Be authentic in your email to them. Again, show gratitude, but not weakness.

Alice, this is one aspect of reputation management. You need to be in reputation management mode now. What this means is that if we try to spend our time trying to get Google to remove 1 star ratings from your listing, it is very likely that we’ll be expending a lot of time and effort for a result that may never well come. However, if we instead use that time and energy getting better reviews on your Google listing (as well as in Yelp and Apple Maps), the good reviews will out-shine the bad ones and your star rating will increase. Plus, you’ll have the added benefit of knowing that all these new reviews are indeed authentic. Let’s make the authentic reviews drown out the nasty fake reviews. This is the RIGHT way to handle this.

 

Let me put this another way… if you and I try to take on this issue alone by endlessly contacting Google and flagging the bad reviews to try to get them taken down, it’s just you and I against a behemoth. Our odds are very slim, if nonexistent. However, if we recruit allies (i.e. your existing happy customers, friends and family) to fight this one nasty person who has a grudge against you, our combined voices and efforts will drown out that person’s miserable existence. In the end, you will feel MUCH MORE satisfaction than you would if you spent $1,000’s of dollars trying to get a handful of 1 star reviews removed.

 

This is the time to be the bigger person and be proactive, rather than reactive. True character means sweeping the negativity aside, rolling up your sleeves, and putting in the hard work that will result in meaningful, fruitful, and positive outcomes.

 

Screw Google. Google doesn’t care about you, me, or anybody else. Let’s instead employ the help of people who genuinely DO CARE about you – your loyal customers, your friends, your family, and, of course, Wayne and Arcane Marketing (shameless plug, I know).

 

I would be happy to schedule a time to cat with you more about what we can do for you when it comes to Reputation Management.  Let me know if you’re open to that.