Online reviews are essential for the reputation of any business in Spain. A study reveals that 97% of consumers read reviews before making a purchasing decision, and 85% trust them as much as personal recommendations. Receiving a fake review can be extremely frustrating and damaging, negatively affecting the perception of your business.
However, ignoring them is not always the best solution. Responding to these reviews in a professional manner can show your customers that you take their opinions seriously and are committed to transparency and quality service.
In this blog, we will show you how to deal with these situations with effective strategies and practical examples that will help you turn a fake review into an opportunity for improvement.
Why not ignore fake reviews?
Respond to reviews, both the 5-star ones Like the fake ones, it is an opportunity to demonstrate your business's transparency and commitment to customer satisfaction. By addressing criticism professionally and openly, you show your potential clients that you value their feedback and are willing to continually improve.
This attitude can generate trust and loyalty among consumers, since they see that your company does not hide problems, but rather faces them and actively seeks solutions. A well-managed response can turn a negative situation into an opportunity to highlight your dedication to customer service.
Google policies on reviews
Besides, Google has strict policies on review removal, but it doesn't always guarantee that a fake review will be removed. For Google to consider removing a review, it must clearly violate their guidelines, such as containing inappropriate language, spam, or irrelevant information.
However, many fake reviews may not meet these criteria and will therefore remain visible on your profile. Relying solely on removal from Google can be a risky and passive approach.
Instead of waiting for Google to remove a review, taking the initiative to respond constructively shows that your business is proactively managing its reputation.
Strategies to respond to fake reviews
Let's look at some strategies to follow when receiving fake reviews on Google:
Keep calm and be professional
When faced with a fake review, it is crucial to remain calm and respond professionally so as not to escalate the situation and further damage your business' reputation.
Instead, approach the review with a calm and objective attitude, showing other customers that you can handle criticism constructively and maturely.
Thank and recognize
Thanking the person for their feedback, even if you know it's false, can help diffuse tension and show that you value all opinions. Use respectful and professional language, avoiding any sarcastic or defensive comments.
Rebut with facts
Providing factual information is an effective way to refute a fake review without appearing angry. Instead of attacking the reviewer, present data and details that contradict the false claim.
For example, if a person says your restaurant was closed on a specific day, you can respond with: “We're sorry for the confusion, but our restaurant was open on the day you mentioned. “We have records of our operations that confirm our usual opening hours.”
Offer solutions
Offering a solution can show your commitment to customer satisfaction and can change public perception of the situation. Invite the person to contact you directly to resolve the issue.
For example, you could say: “We would love to address this situation in more detail. Please contact us directly at [email/phone] so we can resolve this matter to your satisfaction.”
Examples of effective responses
Fake Review about Bad Service
False Review:
Pedro: «The service in this restaurant is terrible. I waited over an hour for my food and when it arrived, it was cold. I don't recommend at all."
Effective Response:
«Pedro, thank you for your comment. We are very sorry to hear that you had a bad experience. However, we reviewed our records and did not find any unusually long waits on the date you mention.
Fake Review about Defective Product
False Review:
María: «I bought a cell phone here and it stopped working the next day. The technical support is non-existent and they refused to help me.
Effective Response:
«Maria, thank you for sharing your experience. We are sorry to hear about your mobile problem. We reviewed our records and did not find any recent technical support requests associated with a defective mobile. We take customer satisfaction very seriously and ask that you contact us directly at [email/phone] to resolve this issue immediately.”
False Review about Excessive Price
False Review:
José: «This hotel charges exorbitant prices and the rooms are not worth what you pay. The staff is rude and not helpful.”
Effective Response:
«Thank you for your opinion, José. We are surprised to hear your comments about prices and service, as we strive to offer excellent value for money and friendly service. Our prices are transparent and reflect the services we offer. Please contact us at [email/phone] so we can address your concerns directly.”
Tracking and monitoring
It is essential to follow the responses you give to fake reviews to observe the reaction of other users and ensure that the situation does not escalate. By keeping an eye on reactions, you can intervene quickly if necessary and show your customers that their opinions matter.
Use review management tools
To facilitate this process, it is recommended to use review management tools like wiReply. wiReply is an AI-powered solution that automates responses to Google reviews, allowing you to efficiently manage all customer reviews (even fake reviews).
With wiReply, you can personalize and automate responses, saving you time and ensuring each review gets the right attention. In addition, it provides you with real-time information and centralizes all interactions, improving the efficiency and effectiveness of managing your online reputation.Try wiReply for free and improve the management of your Google reviews with artificial intelligence!
