Online reviews play a significant role in shaping the reputation of any business, especially local businesses. People rely heavily on positive and negative opinions shared by others before making any buying decisions. In fact, research suggests that up to 97% of consumers search for local business reviews before they make their decision. Therefore, it becomes essential for business owners to know how to edit, delete or respond to Google reviews to manage their online reputation effectively.
Why is Editing Reviews Necessary?
There can be situations when inaccurate information needs to be edited, like typos, misinformation or incorrect details about your business. Sometimes you may have accidentally submitted a review with wrong details or received untruthful reviews from users. In both these cases, editing reviews will help in providing accurate information to potential customers.
Steps to Edit Your Own Google Reviews
If you want to edit one of your own reviews on Google, follow the simple steps mentioned below:
- Sign in to your Google account: To begin, ensure you're signed into the Gmail account associated with the original review.
- Open Google Maps: Go to Google Maps (maps.google.com) either on mobile or desktop as reviews can be edited across devices.
- Click on the menu icon: On the top left-hand corner, click the hamburger icon (three horizontal lines).
- Select "Your contributions": From the dropdown menu, choose "Your contributions" to view all your reviews.
- Choose the review you want to edit: Find the review you wish to edit and click on it.
- Tap on "More": Click on three vertical dots (More) in the top right corner of the review.
- Select "Edit review": Choose the option to edit your review and make necessary changes. Remember to keep your feedback genuine, relevant, and not defamatory.
- Submit edited review: Once you have made the required changes, click submit, and your edited review will now be visible to all.
Can You Edit Reviews Left by Others?
Google reviews are based on users' experience and opinion about your business. Thus, you cannot directly edit or delete people's reviews. However, you can flag inappropriate reviews that violate Google's policies, and they might be removed if found genuinely offensive or violating guidelines. Here's what you can do instead:
Responding to Negative Reviews
Your business may receive negative reviews at times, which is normal. The best approach is to respond proactively and professionally to these reviews, showing your commitment to customer satisfaction. A well-written review response can change a negative situation into a positive one for your potential customers who visit your profile later.
Flagging Inappropriate Reviews
If you think someone has left an inappropriate or fake review against your business, you can flag it to bring it to Google's attention. Use the following steps to report a violation:
- Sign in to your Google account: Use the same Gmail account linked with your business name.
- Go to Google Maps: Open Google Maps (maps.google.com).
- Search for your business name: In the search bar, type your business name and navigate to your business page.
- Select the review you want to flag: In the "Reviews" section, find the inappropriate review in question.
- Tap on "More": Click on three vertical dots (More).
- Flag as inappropriate: From the dropdown menu, select "Flag as inappropriate".
- Follow the complaint process: Fill out the required form and submit it to Google.
Once you've flagged a review, Google will investigate it and take necessary action according to their policies. This process might take time, so be patient and keep checking for updates.
Managing Reviews on Other Platforms like Yelp
Apart from Google reviews, other platforms such as Yelp also impact local businesses significantly. Similar to Google, you cannot edit or delete people's reviews on Yelp directly. Still, you can follow these strategies:
Create a Yelp Business Account
If you own a business, create a Yelp business account that gives you access to manage your profile, respond to messages and reviews, reach potential customers, etc. Keep your profile information updated, and industry-specific information well-defined to attract the right customer base.
Monitor and Respond to Reviews Regularly
Check your Yelp business account regularly and make sure you are responding to both positive and negative reviews. Show appreciation towards customers who left good feedback and address issues raised by unsatisfied users with empathy and professionalism.
Report Violation of Rules
If you come across any review that goes against Yelp's content guidelines, you can report it as inappropriate using a similar process to flagging reviews on Google.
Encourage Genuine Reviews
Encourage your customers to leave genuine feedback about their experience with your business. A higher number of positive opinions will help overshadow any negative ones and paint an accurate picture of your customer service quality.
Ask for Reviews in Person or Through Email
Directly requesting happy customers to provide reviews is an effective way of increasing the number of positive reviews. You can request them in person after providing the service or follow up through email. Make sure not to push too hard, as asking multiple times might annoy the customers.
Share Links to Your Review Platform Profiles
To make it easy for customers to submit reviews, share links to your profile pages across various review platforms, like Google Maps, Yelp, TripAdvisor, etc., through your website, social media profiles, or email signatures.
Respond and Show Gratitude
Appreciate the efforts made by people who took the time to review your business positively. Respond to their comments and show gratitude, leading to increased trust and stronger relationships.
Managing online reviews falls under proper reputation management, which, if executed well, adds substantial value to any local business. Keep monitoring your digital presence, work on continuously improving user experience, and engage positively with customers to maintain a solid online reputation.