Feedback plays an important role in development. Negative comments and evaluations published on the web deserve special attention.
They are left more often, they are read with great interest, and they can work to the company’s detriment as well as for its benefit. Work with those reviews that can increase the credibility of users. Evaluations that can cause serious reputational risks should be removed. The main thing is to remember to keep track of the information that affects the company’s image and the choice of potential customers. Let’s find out how best to deal with criticism and how to remove negative comments about the company that hinder its development.
Negative comments: delete or not?
Criticism can and should work to the benefit of the business. Without negative comments, it is almost impossible to create a positive image of the company with which one wants to cooperate. Therefore, before asking the question of how to remove a negative review on the Internet, you need to understand whether it will be beneficial for development.
A rating of 4.2-4.7 is considered the most advantageous for the formation of trust. That is, having a little negativity or neutrality is fine. After all, it is impossible to provide a service that everyone will be happy with.
Which negative reviews should not be deleted:
The score is uncritical The degree of negativity can be different, as can the seriousness of the problem. The buyer may be dissatisfied with the packaging or the fact that the delivery on weekdays personally does not suit him. Such feedback is unlikely to ruin your reputation. But having a response in a positive way in this case can be very productive for development.
The comment is true and reflects reality Removal of such a comment can turn even a fairly innocuous situation into a real scandal and take away important reputational points of the company. The user is likely to spread the word about the breach all over the Internet, adding to the underlying problem the unworthy behavior and the attempt to hide the truth. In addition, on external sources, it is almost impossible to remove such reviews without the author’s consent.
Sometimes it is possible to negotiate with the author and solve the problem in exchange for the removal of the comment. But in any case, such reviews require careful and responsible work. They need to be taken into account and correct errors, informing the dissatisfied customer and other users. This approach to work always arouses the sympathy of potential customers: everyone makes mistakes, but only the best fix them.
Complaint of the user repeats The situation when in response to the first negative feedback the company took measures to eliminate the problem, in itself, proves that it is customer-oriented and deserves attention and trust. The fact that the user was again dissatisfied often speaks of his qualities, rather than the company’s fault. And this is a plus.
Even if the client again encountered an error, you should fight not with the feedback, but with your own shortcomings. And such a struggle should be shown.
Which negative reviews should be removed:
Wrong comment. The author could have mixed up the name of the company, leaving a negative comment on an external web resource. In this case, it is necessary to contact the administration of the site and bring evidence of the misunderstanding.
Another option for solving the problem is to try to contact the user who left the comment and ask to correct the mistake.
A comment without specificity and meaning Such comments also have a negative impact on sales and the company’s image. It is usually very difficult to remove a negative review from external sites that do not make sense or do not contain any specific data.
A request for clarifying data or documentary evidence can solve the problem. If there is no response for a long time, the review gets the status of questionable, and some sites delete them. If the client is ready to clarify the situation, you should try to solve the problem and change his assessment for the better.
The comment contains false information For example, the review is ordered by a competitor or the company’s customer misrepresented the situation.
In both cases, the reputation can be seriously damaged without the company itself is at fault. They need to be cleaned up not only on their own site. Whenever there is an opportunity to prove that you are right, you should do so and remove the slander from the Web.
How to remove bad reviews of a company on the Internet
Removing a fake comment from the site, you can not be afraid that the author will take any retaliatory measures. But if the review is posted on an external web resource, it will be much more difficult to remove it.
There are only 5 ways to get rid of a comment containing false information on a third-party site.
- To make contact with the author of the review and negotiate a solution to the problem Ideal option to not only get rid of the negative assessment on the web, but also to turn a dissatisfied customer into a loyal one. You can make a replacement or refund, negotiate a discount or gift, etc. In response, the author can delete or change his comment. This method rarely works, because it’s hard to identify the author on external sources.
- Send a request to the moderator of the site that published the review It works if there is strong evidence that the comment is made to order and has no basis in fact. Most often such reviews are posted from recently registered accounts that haven’t left messages before, without providing contact information. The fake review itself is often groundless and lacks specifics, supporting documents, or photos. Many custom-made comments resemble each other. Reviewers are not always willing to independently investigate the reliability of the information posted. In this case, you can try to respond to the negative first and ask for more information to solve the problem. If there is no response, this can also be used as evidence. As an option, a paid removal of an obviously questionable evaluation may be offered. Most often such a solution is impractical: pay once, and the site itself will publish another 10 negative reviews and demand money again. Many reviewers do just that.
- 3Leave a complaint on the site. Web resources are created to publish reviews, and there is an opportunity to send a complaint about the author of the comment. It is not certain that the administrators will take the side of the company and decide to delete the information, but at least they will get a signal and will most likely try to sort things out. Otherwise, it will be possible to complain to the site itself, which does not respond to the company’s request and does not want to answer for the reliability of published data.
- Request Google to remove the page from search results This way you will not be able to remove the bad review of the company from the site, but you will reduce the probability that your future customers will see it when searching for information on the Internet. You need to file a DMCA complaint through a special Google form. But it will only be approved if there is controversial content that violates search engine rules.
- The legislation of most countries provides punishment for defamation not only in the form of public censure but also a large fine. Moreover, two parties may be brought as a defendant at the same time: the author of the publication and the site on which it was posted without proper verification. If the company’s reputation has suffered significant damage, we recommend that you pay attention to this, a legal way of solving the problem.
Filing a complaint requires serious preparation. The help of a professional lawyer may be required.
