Google doesn’t care
…but you do.
I’ve been pulling my hair out at the tirade of defamatory reviews people with made up names and anonymous email addresses are leaving on care home Google my Business profiles.
It’s all to easy for people to make up a name, register an unidentified email and leave reviews that are libelous and in breach of GDPR. Don’t expected to receive any support! When following Google’s report to remove procedure you receive no support just a ‘bot’ generated message along the lines of:
“Thank you for raising your concern. We have assessed the review, and have not found a violation of our policies. Due to this, the review will remain visible. Consider replying to the customer directly to resolve the issue, using these best practices as a guide.”
It’s beyond infuriating and there’s nothing you can do about it.
Personally I’ve had enough of these online pests!
Having dealt with more than a few malicious reviews left on care home Google my Business pages I have come to realise the best way is to respond.
Call them out with their made up names and trolling agenda. Point them in the direction of your 5 star reviews from families, who without you wouldn’t have known what to do, and bring the conversation back to the wonderful care you provide.
This isn’t for their benefit, it’s for those people who might be looking for a care provider. They might not understand people leave bad reviews just for fun, help those who need your help to understand.
It’s beyond frustrating but it’s clear, Google doesn’t care, so I’m afraid you have to care for your Google reviews just as much as you do for your staff and those you support.