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27 May

VIDEO: Removing Bad Reviews from Google and Yelp

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So, how do you get reviews removed on Google and Yelp? That's the big question that we're always asked and we've got the answers for you. My name is Matt Jones. I'm your teacher and this is WebPunch's School of Online Reputation Management.

 

Today's topic is one that every business owner is usually concerned about when they've gone and looked at their Google and Yelp reviews. Reviews are gonna happen. Especially, negative reviews are gonna happen sometimes. We understand even the best businesses will have times where they maybe made a mistake, or sometimes you're gonna get customers that are impossible to please. I had a professor in college that didn't give anyone an A, so there are people like that as well. Even though you've done an amazing job, they just aren't gonna give you the highest remarks that you could possibly get.

 

 
 

 

 

So, let's jump into it. We're gonna start with Yelp's, and Google's guidelines are pretty similar, but what we've found is that if we flag a review, and the review has violated some of the guidelines that Yelp has asked reviewers to follow, a lot of times that review will get removed from your business listing. So here's what those guidelines are.

 

Yelp's guidelines

 

Inappropriate Speech So, if a person is cursing a lot, Yelp will say that that's colorful language, and that's okay but if it's hateful speech, if it's bigotry, if it's threatening, then that's against their guidelines and those reviews can be removed.

 

Conflicts of Interest So if your employees are writing reviews for your business, or if you're writing a review for your business, again, that's conflict of interest and those reviews are gonna be removed.

 

Relevance So Yelp doesn't care about the employment practices of the business or what the political stance of that business is - that's not something they really care about. They want those reviews to be relevant to the core aspects of what that business offers the public.

 

Intellectual Property So if you're posting pictures or if you're posting content that someone else wrote, those reviews will be removed.

 

Payments So if you're saying, "Hey, I'll remove this review if you give me a refund or if you pay me such and such dollars." That type of thing isn't tolerated on Yelp.

 

Again, personal experience is something that they're wanting - they don't want second-hand reviews. They don't want a review saying that your best friend had a bad experience with a business and you're going to support your best friend so you're going to write a negative review as well. Those will always be removed.

 

Factually Accurate So if someone's embellishing, if they're misrepresenting the real experience, those reviews can also be removed, and that's something that you really want to check as a business owner. If that person's writing something that's not accurate you definitely want to call them out on that. Again, you don't want to be confrontational. Refer to the other videos that we've done about responding to reviews, but you are going to want to make sure that the facts are represented in an accurate way.

 

Updates  When someone updates a review... In fact, 'update' isn't new content if it's not new interaction with that business. That's not something that Yelp wants. They want fresh content. So if you're gonna update it, make sure that it's a new experience that's being documented.

 

So, if any of those guidelines are broken then you can actually go and add that to your response to the review - and a lot of times, Yelp will remove it.

 

So, how that process works and if you want to report the review, you're going go into the review section of your business listing. So you're going to log in as the business owner and you're going to flag...there's a flag icon...and you're going to click "Report this Review" and then you're going to respond to the review. And let's tell you a little bit about how to respond to that review.

 

We're running out of chalkboard room here so I'm going to just put the first part of that response, but this is an example of what you could write, and something that we've done before to have reviews removed from Yelp on behalf of our customers.

 

 "Hello, (whoever that person is), I've checked our database and we have no record of you as a client, nor do we have documentation of you inquiring about our services. Perhaps you have confused us with another competitor. Yelp guidelines state..." And then, you would go ahead and copy-clip the guideline that you feel like they violated, which will be one of those.

 

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We'll go ahead and stop the video now and show you what we would write as we continue our review response.

 

Continuing on, this is what you would say in your response. This is just an example of what you might say if someone had left a review for your business that wasn't really a firsthand review. So, continuing on it says, "You may read these guidelines for yourself on Yelp's policy page. Because of this, I kindly ask that you review your records and remove the review. I am also happy to meet with you or call to discuss. My number is..." And you would give your number.

 

So, again, that's just an example of what you might say, and in Google, it's a real similar process. Again, if you're going to flag the review, you're going to go in there and there's an icon next to the review that you're going to go ahead and flag, and then you're going to copy the offensive language that the reviewer left in their review of your business. Then, you're also going to copy the guideline language, the guideline that they violated with that response, and you're going to paste it in the reply of your review.

 

So, again, you're going to flag the review, you're going to copy the part that you think is the violating part of the review in your response, and then you're also going to copy the Google guideline that they violated in your response. So there are those things that you need to do, and we've done this with a lot of success.

 

 

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If you don't want to go through all of this process and you want WebPunch to handle it for you, we certainly will. We monitor reviews, we respond to reviews, and we're pretty good at getting reviews removed on Google and Yelp. And sometimes, there's one or two other websites, too, that we have a pretty good track record with.

 

So, again, these are sovereign sites. They can do what they want but if you point out to them why those reviews violate their policies and their guidelines, a lot of times they'll notice that you flagged that review, they'll pay extra attention and a lot of times you can get it removed yourself.

 

So, that's it. That's WebPunch's review response and how to get those removed. We'll see you at the next class. Remember, with WebPunch, we knock out your competition one review at a time.



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