If the issue mentioned in the comment is legitimate, do your best to resolve it. Take responsibility if necessary and let the customer know that the issue has been resolved. Expressing gratitude again for the opportunity to improve is important.
Make sure to follow up and respond to all reviews, both positive and negative. This shows your company’s commitment to customer feedback and helps build strong, positive relationships.
Fake Comment
What to do about fake reviews on Google Business?
There are a few things you can do to deal with fake reviews on Google Business:
To respond
Respond to the comment in a professional manner and provide facts to refute the false claim. Never attack the commenter, just establish the truth quickly and objectively.
Report to Google
When you come across a review that you believe is inappropriate bank data or false on your Google My Business page, there is a tool available to deal with it: the option to report it directly to Google staff.
Once you submit a report, Google staff will carefully review the comment in question to determine whether it violates our content policies. These policies cover a variety of guidelines, which commonly include prohibitions on defamatory content, spam, misleading or false information, and other types of violations.
If a policy violation is confirmed, Google will take action to remove the comment from the page. This removal may be temporary or permanent, depending on the severity of the violation identified.
It’s important to note that Google maintains strict criteria for review removal, and not all reported reviews will be automatically removed. However, this tool does provide an option for you, especially if you are convinced that the review in question is, in fact, inappropriate or untrue.
Save the evidence and forward it to the authorities
If the comment is particularly harmful and you believe it violates the law, it is important to obtain evidence to take it to the appropriate authorities.
The practice of posting false comments with the aim of damaging a company's reputation is known as " defamation " and is considered a crime in Brazil.
Defamation is a crime that can be punished with fines and even prison sentences in some cases. In addition, the company affected by the false comments can seek compensation for moral or material damages through legal action.
Don't focus on the negative
Always comment and respond to positive reviews. They help balance out the negative ones and show that you are transparent and care about your customers’ opinions.