How to Delete Google Reviews and Win Lawn Care Clients

Knowing how to delete Google reviews that have been spamming your business is one of the best ways to win lawn care clients.

Despite what you might think, there are a few steps you can take to delete illegitimate Google reviews.

For instance, if you have a disgruntled client who’s creating multiple fake Google accounts to spam your business with bad reviews, then there are actions you can take.

Remember, even illegitimate bad reviews can affect your business with:

• Decreased lead interest
• The potential loss of existing clients
• Loss of leads and clients to the competition (who has better reviews)

By the end of this article, you’ll discover how to delete Google reviews by taking the proper actions to get illegitimate reviews taken down.

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When to Flag a Google Review

Unfortunately, you can’t simply delete Google reviews. Otherwise, Google reviews would be skewed and untrustworthy.

For this reason, Google only allows you to flag reviews which are:

• Spam
• Fraudulent
• Inappropriate

In other words, Google will not remove legitimate bad reviews. However, if you suspect foul play, then it’s time to consult Google’s content policy.

This is an exhaustive list of restricted content applying to reviews, photos, and videos alike. However, this policy gives you enough insight to know when to flag a review.

Google says they automatically process reviews to detect content that’s inappropriate, fake, and spam.

Although, Google will also remove reviews flagged by users. Reviews which go against Google policies or legal obligations will be deleted.

Take a look at Google’s examples of inappropriate content they’ll delete:

• Spam and fake content
• Off-topic
• Restricted content
• Illegal content
• Terrorist content
• Sexually explicit content
• Offensive content
• Dangerous and derogatory content
• Impersonation
• Conflict of interest

As you determine whether to flag a Google review, keep this policy in mind.

However, even though you can’t delete a legitimate bad review, there are still a few ways you can try to have it removed or improved… Though, we’ll talk more on that later on.

How to Flag a Google Review

If after reviewing Google’s content policy you feel the review is illegitimate and goes against their standards, it’s time to flag the review.

Here’s how to flag, or dispute, a review on your desktop:

1. Sign into Google My Business.
2. If you have two or more listings, switch to card view. Then, click “manage location.”
3. Click “reviews” in the menu.
4. Click the vertical three-dot menu next to the review you want to flag. Next, click “flag as inappropriate.”

Alternatively, here’s how to flag a review on your mobile device:

1. Launch the Google My Business app.
2. Tap the vertical three-line menu. Then, tap “reviews.”
3. Tap the vertical three-dot menu next to the review you want to flag. Then, tap “flag review.”

Also, here’s how to flag a review in Google Maps:

1. Launch Google Maps.
2. Search for your business name or address.
3. In the search results, select your business.
4. On the left panel, scroll to “review summary.”
5. Click on the number of reviews displayed underneath the average rating.
6. Click the vertical three-dot menu next to the review you want to flag. Next, click the flag icon.
7. Fill out the form. Then, click “submit.”

Once you’ve flagged the review, you’ll have to wait for Google’s response. According to Google, it may take them several days to respond to a flagged review.

Although, keep in mind, after a review has been deleted, reviewers have a chance to edit it to meet Google’s policy - allowing a bad review to be republished.

How to Turn a Bad Review into a Great One

Whether the review is legitimate or Google won’t remove it, you can still turn a bad review into a great one.

Here are a few basic steps in trying to turn a bad (or lukewarm) Google review into a good one:

1. Try to identify the client and gather as many details as possible about them and their experience. If you’re unable to identify them, then let them know in your response.
2. Respond to the review as soon as possible. Typically, you want to respond to bad reviews within less than 12-24 hours.
3. In your response, acknowledge their poor experience, and explain how you take their concerns very seriously. Take responsibility, and let them know this type of negative experience isn’t a normal occurrence. Tell them you’ll be discussing this situation with your team to ensure it doesn’t happen again. Remember, even if you disagree, it’s important to NEVER lecture, accuse, attack, patronize, or demean a client’s concerns or negative experience. ALWAYS use caring, professional language in your response.
4. In the conclusion of your response, try to drive the conversation offline. As a result, this will prevent a potential public disagreement. If you have the client’s contact information, then let them know in your response how you’ll be reaching out to them. If you couldn’t identify them and don’t have the client’s contact information, then let them know how they can contact you.
5. When having a private conversation with the client, NEVER make assumptions. Ask for as many details as possible, and don’t deflect responsibility or make excuses.
6. Document ALL of the steps you’ve taken to resolve the issue (you can easily do this using Service Autopilot).
7. If the situation has been resolved to the client’s liking, then ask them to update or remove their review to reflect the issue being rectified.

Regardless of whether or not you agree or disagree with a bad Google review, it’s important to analyze the situation.

In other words, see if there’s anything that can be learned from the experience to prevent it from happening again.

Also, if you’re seeing patterns of similar recurring negative experiences, then it’s time to do a deep dive into your business to get to the root of the issue.

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How to Get Great Google Reviews (and Prevent Bad Ones)

Remember, your happiest clients usually are the most eager to write great reviews. While you shouldn’t harass them to write reviews, you also shouldn’t be afraid to ask for it.

Typically, you don’t want to ask for a review after you’ve sent a bill, and you shouldn’t try to get all of your reviews at once.

Take a look at these top insider tips to snagging amazing Google reviews:

• If a client tells you in-person who pleased they are with your work, then ask them to write a review. Give them one of your business cards or flyers, and let them know how much their review means to your business.
• If there’s a page on your website where satisfied clients typically go, then add a CTA (i.e. Call-to-Action) button for them to write a Google review.
• After receiving a positive survey via email or text, ask them to write a review. Plus, you can easily do this using Service Autopilot!

In addition to getting clients to write amazing Google reviews of your business, it’s equally important to take strides in preventing these bad reviews.

One of the best ways to prevent these bad reviews from taking place is by consistently gathering client feedback.

Using text and email surveys, you can monitor your client’s satisfaction and resolve whatever issues they’re having in real-time.

You’re always going to have an occasionally disgruntled client write a bad review. However, by listening to your client’s feedback, you can reduce the likelihood of bad reviews happening.

Plus, when you use Service Autopilot Automations, you can easily automate these surveys and track your results!

Automations is the  #1 way to follow up  with clients. If you’re not using it, your business might still be successful - but it won’t grow. 

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In Service Autopilot, our automations send emails and texts to:​

Every lead after an estimate is completed

Clients after their property has been serviced​

Remind leads and clients to send you customer feedback​

Update outdated or declined payment information​

Inform them when a service can’t be completed due to unforeseen circumstances (i.e. weather)​

Remind them of maintenance tips (i.e. putting a cover on the outdoor faucet before the winter)​

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Now You Know How to Delete Google Reviews for Your Lawn Care Business

Finally, you have everything needed to know how to delete Google reviews for your lawn care business.

While you can’t simply delete Google reviews, this article has shown you the best ways to navigate the situation.

In addition, you now know how to:

• Flag illegitimate reviews
• Prevent bad reviews from happening
• Navigate responses to all types of reviews
• Capture great reviews from your happiest clients
• Use bad reviews as an ongoing learning experience
• Convince clients to change their bad review into a positive one
• De-escalate and resolve unfortunate experiences with disgruntled clients

Now, use what you’ve discovered on how to delete Google reviews to win lawn care clients and keep your existing ones happy!

Related: How to Create Google Ads for Lawn Care Businesses

Originally published Feb 3, 2022 7:00 AM