In the modern world, online reviews are often the first impression customers have of your business. A great review can bring new customers through the door—but a bad one? It can hurt. Whether the negative feedback is deserved or feels completely unfair, how you respond makes all the difference. Here’s what you can do if your business gets a bad Google review.

1. Reach Out and Reply

First and foremost, if you decide to respond to the review, use a professional tone. If needed, take time to calm down and compose a thoughtful reply. A calm response demonstrates to other potential customers that you care. Even if the review feels exaggerated or completely inaccurate, replying with patience and professionalism can do more for your reputation than trying to delete or argue it away.

Here are a few tips to consider when responding:

• Thank them for the feedback, even if it’s negative.
• Acknowledge their experience, and offer a way to make things right.
• Take the conversation offline when appropriate by inviting them to call, email, or visit to resolve the issue.

For example:

“Hi [Reviewer’s Name], we’re sorry to hear about your recent experience. We take your concerns seriously and would love the chance to talk with you directly to make things right. Please feel free to reach out to us at [contact info].”

By responding this way, you’re not only addressing the reviewer—you’re also sending a message to anyone else reading your reviews that you value feedback and aim to improve.

2. Inspect for Prohibited and Restricted Content

Sometimes, a negative review isn’t just unpleasant—it might also violate Google’s review policies.

Google has clear guidelines pertaining to prohibited and restricted content in business reviews.  Here are some potential violations to look out for:

• Spam and fake content: Reviews posted multiple times or by accounts with no real activity.
• Off-topic content: Comments that have nothing to do with the customer’s actual experience (like political commentary or general rants).
• Conflict of interest: Reviews from current or former employees, or from competitors trying to damage your reputation.
• Profanity and offensive language: Comments with vulgar language, hate speech, or threats.
• Privacy violations: Reviews that include names of private individuals, addresses, or personal contact details.
• Impersonation or misrepresentation: Reviewers pretending to be someone else or describing experiences they didn’t actually have.

Not every negative review breaks a rule, but if a review feels suspicious or crosses a line, it’s worth a closer look.

3. Flag Any Violations of Prohibited and Restricted Content

If you find that a bad review violates Google’s policies, you can report it through your Google Business Profile dashboard.

Here’s how to flag a review:

• Sign in to your Google Business Profile.
• Find the review in question.
• Click the three-dot menu next to the review and select “Flag as inappropriate.”
• Choose the reason that most closely matches the violation.
• Submit your report.

If Google finds that the review breaks their rules, it may be removed. This process can take several days or longer, depending on the situation.

Final Thoughts

A bad review isn’t the end of the world—but ignoring it could have serious consequences. Whether you’re engaging with the reviewer, checking for policy violations, or submitting a flag for review, staying proactive and professional helps you protect your brand and your customer relationships.

And remember: one negative review won’t define your business if the rest of your reviews reflect excellent service. Keep focusing on doing good work, and invite satisfied customers to leave positive feedback. Over time, your reputation should speak for itself.