How Lawyers Can Remove Negative Google Reviews

Summary

In this video, Caesar, the director of operations at Weis, discusses strategies for managing negative reviews. He emphasizes the importance of burying negative feedback with a multitude of high-quality, five-star reviews to minimize their impact. Caesar also outlines steps to dispute the review through remediation forms on platforms like Yelp and Google, and leveraging premium listings for potential review removal. If all else fails, he suggests escalating the issue on Google Business Forum or reaching out to the reviewer for resolution. Lastly, he advises responding professionally to all reviews to maintain a positive online presence.

Takeaways

• 🚫 Negative reviews are sometimes unavoidable and can occur even if the issue isn't the fault of the business.
• 📈 To mitigate the impact of a negative review, a business should aim to gather as many five-star, high-quality reviews as possible to 'bury' the negative one.
• 📝 Submitting a remediation form to the platform where the negative review was posted is a recommended step to dispute the review.
• 💰 Advertising on review platforms or having a premium listing can give businesses an advantage in dealing with negative reviews, as they may receive support from a representative.
• 🔄 If the initial remediation attempt is denied, there is often a way to escalate the issue, particularly on Google Business, by engaging with a moderator.
• 🤝 As a last resort, reaching out to the reviewer to resolve the issue and potentially have the review updated or removed is a viable strategy.
• 💬 Responding to negative reviews professionally and sympathetically is crucial, as it shapes the perception of potential clients.
• 🔍 It's important to be aware that some review platforms operate on a 'pay-to-play' basis, which can influence the support available for managing negative reviews.
• 🗣️ The manner in which a business responds to reviews, both positive and negative, can significantly affect its online reputation.
• 🔄 Persistence is key; if one method of addressing a negative review doesn't work, exploring other avenues such as escalation or direct contact with the reviewer may be necessary.
• 👥 The director of operations emphasizes the importance of managing client expectations and addressing their concerns to maintain a positive business image.

Q & A

What is the main topic discussed in the video script?

The main topic discussed in the video script is how to handle negative reviews, particularly from a marketing perspective, and the steps to take to mitigate their impact on one's online reputation.

Why are negative reviews sometimes inevitable in a business?

Negative reviews are sometimes inevitable because even if a business does its best, there will always be clients who are upset with the outcome of their case or service, and they may choose to express their dissatisfaction through online reviews.

What is the first strategy suggested for dealing with a negative review?

The first strategy suggested is to 'bury the review' by accumulating as many five-star high-quality reviews as possible, which makes the negative review less prominent and less impactful on the business's reputation.

What is a remediation form and why is it used?

A remediation form is a tool used to dispute a negative review on platforms like Yelp or Google Business Profile. It is used to formally request the removal of a review that may be unjust or unreasonable.

What does 'pay to play' mean in the context of online review platforms?

'Pay to play' refers to the practice where businesses that advertise or have a premium listing on review platforms are more likely to receive assistance in managing negative reviews, such as having them removed or addressed by a representative.

How can a business escalate a review removal request on Google Business if the initial submission is denied?

A business can escalate a review removal request by using the Google Business Forum, where they can chat with a moderator and present their case in more detail, potentially leading to the review's removal.

What should a business do if all attempts to remove a negative review fail?

If all attempts to remove a negative review fail, the business should reach out to the individual who left the review to try and resolve the issue to the point where the reviewer may update or remove the review themselves.

Why is it important to respond to negative reviews professionally and sympathetically?

Responding to negative reviews in a professional and sympathetic manner is important because potential clients will judge the business based on how it handles criticism and disputes, which can influence their decision to engage with the business.

What is the recommended approach to responding to all reviews, both positive and negative?

The recommended approach is to respond to all reviews, regardless of their sentiment, to show engagement with customers and to provide a balanced view of the business's customer service and responsiveness.

Can the strategies discussed in the script be applied to all types of businesses or are they specific to certain industries?

The strategies discussed in the script can be applied to most businesses that rely on customer reviews, though the specifics of implementation may vary depending on the industry and the platforms used.

What is the role of a representative from a review platform when a business has a premium listing?

A representative from a review platform can assist businesses with a premium listing in managing negative reviews, potentially helping to remove them or address the issues raised if the business approaches them with such a request.