This is how companies confidently deal with customer ratings on Google

Customer ratings on Google and Co. are such a thing: if they are justified, they give other customers a good indication of whether they will feel comfortable in a restaurant, whether the service in a hotel is good or whether a retailer service-oriented and courteous. However, they are sometimes misused or used as a means of pressure – reason enough for many business owners and the self-employed to use all possible means to counteract negative reviews.

But in the last few months, this has become a trendy business that can get on the feet of many a company operator: Service companies offer their help here – for prices between 35 and 60 euros in most cases or by agreement, they doubt the corresponding ratings on Google and request the platform (and some other platforms such as doctor ratings, hotel satisfaction portals and others) to be deleted. In this case, the platform writes to the reviewer and explains that the review is doubted. Google and some other portals then request evidence that you have had a business relationship with said company.

This is particularly difficult when – as is currently the case – the said visit was several years ago. Cases are known in which the review was made between five and ten years ago, meaning that the corresponding receipts, if they ever exist at all, no longer even have to be kept for the tax authorities, even under current German law. And hand on heart: Who always dutifully takes the receipt or the restaurant bill with them?

Many authors of such reviews are deterred by a deletion request and simply do not react at all – the review or rating is then deleted. In rare cases, a corresponding receipt, such as credit card bills or the like, is presented, so that Google is sticking to the rating, at least for the time being.

So everything is great in the sense of the business owners? No, not at all. Because in many cases, the angry customers write another review after the deletion, in which they denounce this practice, which they can easily prove at this point. For some business owners, this is how the rating score really goes down. Having these reviews then deleted would cost money again – if the legal service providers, who usually do not only bill in the event of success, succeed at all.

This is particularly annoying when – as many such companies do – not only defamatory comments and one-star ratings are deleted, but also three-star ratings and comparatively unproblematic ratings and comments are reminded. An evaluation profile that most potential customers would not take offense at then becomes one that no owner should really be proud of. Because when the reviewers see that they are not the only ones who are asked to withdraw their rating, the comments that denounce such behavior with a crowbar accumulate.

So how should business owners behave if they want to take action against reviews? The answer first: It is best to be much more cautious than the assembly line service offered, which Google ratings object to in chords. Because that smashes more china with the general objection of many reviews than the business owner would like.

Nevertheless, of course, there is nothing wrong with sensible reputation management. And there are a few basic rules for this: Comment on an unfairly bad rating factually and politely, explain the facts if necessary or, ideally, offer the customer a reasonable solution. You can also contact them directly, especially if it is a customer you know. By the way, unlike some consultants, you don’t have to be Goethe or Gandhi to do this. Be nice to the customer, just as you would be in direct contact.

If you really want to get rid of unfair and unjustified bad reviews, work with sensible experts and only object to the individual reviews that are really worth it. Because everything else will come back double and triple and in the worst case cause more damage than the existing rating (in the best case “just” additional further costs that benefit the service company).

And as a last tip: Build up your own reputation, for example by encouraging your satisfied customers to rate you in the relevant portals and platforms with flyers or campaigns. Because if you have 50 positive reviews, you should have fewer problems with one or two negative reviews than an owner with five reviews.

And what should you do as a customer if a company swings the legal club and requests that your review be deleted via Google or another service? We have summarized that for you here.