Reviews are important for every business owner, your potential customer will no doubt look at your reviews before picking up the phone or enlisting your services.
Why are reviews so important?
Aside from letting your customers know how great you are, social platforms and search engines such as Google are more likely to rise you through the rankings if you have good, genuine review.
In this article we will discuss ways to remove fake reviews In the next edition, we will discuss the steps to take if you get a bad authentic review.
Ways to spot a fake
Compare suspicious complaints with your sales records. Can you find any matching transactions? Here’s checklist to help you spot a fake review:
- The buyer isn’t in your point of sale software system;
- Purchased items and/or the transaction date doesn’t match their complaint;
- No customer service calls on record;
- Lack of detail (e.g., they haven’t named any specific employees);
- You noticed a surge of bad reviews in a short period of time;
- There’s a connection between the reviewer and a competitor;
- The reviewer recommended a competitor in their complaint.
How to remove a fake review
Each social platform has different methods to dispute reviews so we will break it down by platform…
- Visit your Facebook page, on the left hand side, click reviews;
- Find the review you wish to dispute and click the exclamation mark within the speech bubble;
- From there you can choose why you wish to report the review;
- Recommendation Not Relevant (used for fake and/or irrelevant reviews);
- Unfair Recommendation (used for suspected paid reviews);
- Nudity, Violence, Harassment, Suicide or Self-Injury, Spam, Drugs and Hate Speech.
Once you’ve done this, all that’s left to do is wait. Unfortunately, there’s no concrete amount of time for how long it will take to determine the fate of the review. The only reports guaranteed to be resolved in a timely manner are those that contain threats or other illegal content. You will be notified as to whether the review will be taken down or not once the reporting process has been completed.
Google might not remove a flagged complaint as quickly as you’d like, if ever. To speed things along, you can also personally contact Google and ask them to take it down. However, you can’t just email Google support. Follow these simple steps to dispute a Google review:
- Visit your Google My Business profile – https://business.google.com;
- Click on the “Reviews” option in the navigation panel;
- To the right of the review, click ‘Flag as inappropriate’;
- Select the reason and submit.
Much like Facebook, Google can take its sweet time in deciding what to do with the review.
If after a week your review is still online, you can email support.
- Visit your Google My Business profile;
- Click on the “support” option in the navigation panel;
- Select “Need more help”;
- Click “Customer reviews and photos”;
- Select “Manage customer reviews”;
- Then click “Email support”.