Even the best reputation can be tainted by fake reviews. This is something to watch for, since 68% of consumers say positive reviews increase their trust in local companies.

It’s incredibly frustrating to see your rating artificially lowered while potential clients might be driven away. As much as 84% of consumers trust online reviews as much as they trust personal ones. Thankfully, Google’s review policy enables you to remove false reviews from your listing. To do this, follow the steps below and follow up with Google until the review has been removed.

When you receive a fake review, the first step is to respond to it. Though it may seem fake it could be someone reviewing on behalf of a client, or under a name different from one you have in your records, such as a nickname or maiden name. Be professional without being defensive. Apologize for the inconvenience the reviewer claims, and be sympathetic in response.  Ask them to call or email you and attempt to make things right. To respond to the review, login to Google My Business and navigate to the review tab.

Check the review for details, if it discusses products or services that you don’t offer, be sure to point it out in your reply. This helps prove the review is fake.

Responding to a harsh review in this manner shows future clients you’re proactive about giving customers a positive experience and you’re dedicated to customer service. A genuine response helps counteract the negative review while the removal process takes place. 88% of online consumers are impacted by reviews before they make a purchase decision. Giving them proof that you’re actively working on the problem improves your credibility.

After you’ve responded to it, click the flag icon next to the review to mark it as spam. Normally it can take Google several days to remove the fraudulent review. The best way to expedite this process is to have multiple people in your organization locate the review on your listing and report it as spam. If you’ve done this and the review is still up 24 hours later, call Google at 855-836-3987 to get an estimate on removal time.  Calling Google is the only way to know the progress of the removal.  

Keep in mind that your Google My Business profile shows the average rating of your reviews. The more positive reviews you have, the less a negative review will impact it. Be proactive about false reviews by actively securing positive ones.

Create a simple, systematic way for your clients to leave you reviews. There are several ways to do this:

• Utilize a software that monitors your Google Reviews. There are several softwares like this, some of which notify you when reviews are posted and others that make it easier for your clients to leave positive reviews. Find a software like this and set it up on a tablet in your waiting room, or near the door where your clients are likely to see it. Make it easy for your clients to leave a review and you’ll reap the benefits.
  
• Have an automatic email sent to your clients after their first appointment, or after they make a purchase. In the email ask them to leave you an honest review. Use positive wording in your message.
  
• Ask for reviews. While this method is very simple and straightforward, it works! Have signs in your office, put it on your business card, or ask a customer while they are checking out. Often time, clients don’t think to leave a review unless they have a bad experience. Reminding them to leave a review after a positive encounter will greatly improve your average rating.
  

It may sound ridiculous, but having to many good reviews can be a bad thing. Having only 5 star reviews on your page can look spammy or fake, leading future clients to trust you even less. If you have a negative review on your page, still reply to it professionally. Bad reviews show you the best ways your business can improve from the standpoint of a customer.

Multiple studies show that at least  90% of consumers read reviews before making a purchase decision, it’s vital to monitor your reviews, encourage positive ratings, and pay attention to your lower ratings for ways to improve.  Although bad reviews can be a painful bump in the road, it’s possible to negate their impact by requesting positive reviews and taking proper steps to remove fake ones.