How to Edit Google Reviews
Positive Google reviews are digital feedback and a powerful form of social proof.
They reassure prospective customers, letting them know that others have had great experiences with your business. Favorable feedback makes new clients choose you, seeing your business as reliable and delivering on promises.
As a business owner, you've likely encountered negative reviews like genuine feedback from an unsatisfied customer or a review that seems blatantly false. Maybe someone misunderstood your policies, or it's a malicious review aimed at your business? While these can be frustrating, they're part of the territory and can be an opportunity to show professionalism.
This guide is here to help. You'll learn practical tips for responding to negative reviews, whether they’re fair criticisms or entirely off base.
Who can edit Google reviews?
Let's face it: we've all left a review we wish to rewrite. Perhaps you were frustrated after a late delivery on a Sunday night and posted a scathing review in the heat of the moment.
Luckily, if you're a Google user who posted a review, you can edit bad reviews easily.
How to edit Google reviews
If you want to update a review you previously posted, here's how:
- Open Google Maps or search for the business directly on Google.
- You can find the review by going to the "Your Contributions" section on Google Maps or searching for the business name in Google Search.
- Locate the review you want to edit.
- Tap Edit Review to update or improve your feedback. You can also tap Delete Review to remove it.
- Once satisfied, save your changes.
You can transform that initial frustration into constructive feedback with a few clicks.
Now you know how to edit Google reviews as a user.
Can businesses edit or delete Google reviews?
Every business owner wishes they could tweak negative reviews, but Google strives to maintain honest and transparent feedback. This is why businesses cannot edit a Google review.
Google's system ensures reviewers and companies can trust that the reviews are authentic and unmodified.
And it's not just Google that's doing this. Did you know that in August 2023, the U.S. Federal Trade Commission (FTC) finalized a ban on buying and selling fake online reviews? It empowers the agency to penalize violators with fines of up to $51,744 per incident.
This effort removes fraudulent reviews created by bots or individuals within the company and seeks to create a fairer online marketplace.
Genuine reviews are essential for customers to trust the feedback they see. They are also a way to preserve the credibility of businesses that play by the rules.
Tackling fake or unfair Google reviews
While Google encourages truthful reviews, there may still be instances when a review is unfair or appears fake.
Here are the steps for handling questionable reviews:
Report a review to Google
Suppose a review violates Google's content policies. In that case, there's a chance to have it removed. Reviews containing offensive language, threats, or content prohibited by Google's guidelines (such as illegal material) are reportable.
How to report a review on Google:
- Find the review in question by locating your business on Google Maps.
- Next to the review, click More (three dots) and choose Flag as inappropriate.
- Fill out the report form with details of the violation and submit it.
While Google doesn't guarantee removal, it takes reports seriously and will investigate claims that align with their content policy violations.
Request the reviewer to update or delete the review
Sometimes, a customer's negative experience can be turned around, which may lead to them updating or even removing their review. The key is to reach out with genuine empathy and a willingness to resolve the issue.
Begin by acknowledging the customer's concern directly and offering a thoughtful solution. For instance, if a client expresses dissatisfaction with a therapy session due to the therapist's lack of empathy, you can provide a complimentary or discounted session as a gesture of goodwill.
Go beyond a standard apology — show that you're committed to making amends. When customers feel heard and valued, they're more likely to give your business another chance and update their feedback to reflect the improved experience.
In addition to offering a resolution, be transparent about your business's actions to address the issue. For instance, let the customer know that you've provided feedback to the therapist and are actively working to ensure all staff meet your standards of care.
This approach shows the reviewer and potential customers that your business is responsive and committed to improvement.
Respond to reviews
Responding to reviews, especially critical ones, is a powerful way to shape your business's narrative. A well-thought-out response can convey professionalism, empathy, and dedication to customer satisfaction.
When replying to negative reviews, it's best to keep your response concise, addressing the specific issue while demonstrating a willingness to improve. For instance, if a customer is disappointed with a shoe store's return policy, you might start by regretting their experience. They missed the return deadline, and to make matters worse, the customer service representative was rude.
While you can't change the rule or undo what's already happened, you can clarify your policy to help them better understand your business practices. If possible, offer a way forward — maybe a discount or a note acknowledging their negative experience? Reassure them that you'll address their concerns with your team and work to improve customer service.
A balanced, courteous response can turn a negative review into an opportunity to showcase your commitment to customer satisfaction. Potential customers reading your response will see that you handle feedback professionally and care about them.
A proactive approach to dealing with negative reviews
Negative feedback is often inevitable, but it doesn't have to damage your online reputation.
Here's a proactive approach to managing reviews:
- Understand the source. Before reacting, assess the nature of the review. Is it offensive, false, or perhaps from a competitor? If the negative review is harsh but genuine, take a constructive approach.
- Stay professional and empathetic. Use your response to show empathy and professionalism. For instance, acknowledge the issue, explain its reason if appropriate, and mention steps to resolve it. Even if you can't change their opinion, other readers will see your commitment to service.
- Follow-up for feedback resolution. Offer additional support, such as a follow-up call or email, to show the customer your willingness to improve based on their input.
Additional products for managing Google reviews
If you want to encourage new customers to choose your business, publishing your best Google reviews directly on your website is a good idea. Google reviews are widely recognized as one of the most trusted sources of customer feedback. So, how can you make sure potential customers see the positive experiences others have had with your brand?
Presenting Google reviews on your website brings honest customer feedback directly to your visitors. You can build trust and boost confidence this way — deciding to do business with you is easier. Besides, new reviews on your website will improve your search engine ranking and make you more visible to potential clients.
To keep reviews under control, products like OpenWidget's Google Reviews Widget offer businesses an easy way to manage and communicate their online reputation through Google Maps reviews.
Here's how it works:
- Embed your Google reviews directly on your site to create a sense of transparency. Potential clients can see positive experiences firsthand, giving them confidence in your brand.
- The Google Reviews Widget seamlessly integrates with your website, so you don't have to update reviews manually.
- The widget lets satisfied customers easily submit their reviews without leaving your website.
Manage each Google review like a pro
Editing a Google review as a customer is straightforward. However, responding professionally to all feedback is your best option as a business.
Although you can't edit a Google review left by others, you can guide the narrative by responding professionally and addressing customer concerns. Take a proactive stance, keep communication open, and use products like OpenWidget's Google Reviews Widget to maintain a steady flow of customer feedback.
These steps will improve your online reputation and increase customer trust and loyalty.
