Search Results for: customer reviews

ScamWatch: Positive Reviews Used As An Offensive Weapon

Last Updated: February 24, 2025

In the competitive world of local business, your online reputation is everything. A few great reviews can bring in a steady stream of new customers, while just a handful of negative ones can scare them away. Unfortunately, some people are exploiting this reality in the worst way possible—by weaponizing fake reviews ( both negative AND positive 😲 ) against their competitors.

That’s right. While you’re working hard to earn honest feedback, others are playing dirty, using fake reviews to damage competitors’ reputations or even get them penalized by platforms like Google. It’s a growing problem that you must monitor vigilantly or you risk the brutal result once the hammer drops.

The Two Types of Fake Review Attacks

There are two main tactics bad actors are using in these attacks and we’re primarily (so far) seeing this on Google.

1. Buying Fake Negative Reviews to Damage a Competitor’s Reputation
This is the most-common, least creative, and has been going on for the longest. In this scenario, someone hires a service or uses fake accounts to flood a competitor’s profile with 1-star reviews. These reviews are often vague, fabricated, and designed to scare off potential customers. For example, you might see reviews like, “Terrible service. Never using them again,” with no details or records of an actual transaction.

As you know, negative reviews directly hurt a business’s visibility on platforms like Google and reduce customer trust. Even a few fake negative reviews can impact your bottom line because a high star-rating can plummet quickly from just a few negative reviews.

2. Buying Fake Positive Reviews to Get a Competitor Penalized
This tactic is more underhanded, far more creative, less obvious, and MUCH harder to defend against. Instead of posting negative feedback, an attacker buys obviously fake positive reviews for their competitor. The attacker actually WANTS them to be obviously fake because the goal is to have Google detect and flag them as such.

Why would someone do this? If Google suspects you’re engaging in review fraud, they will very likely suspend your Google Business Profile (GBP). They may even take more drastic action on your account itself. The problem is that in this case, you’re the victim! So first you’re victimized by this bad-actor, and then you’re victimized again when Google punishes you for something you didn’t do. It’s a truly horrific type of sabotage that is hard to spot and even harder to get out from underneath.

How to Spot a Fake Review Attack

Whether the reviews are negative or suspiciously positive, there are some telltale signs to watch for:

A sudden spike in reviews, especially from accounts with little to no history.
Reviews with generic language like “Great service!” repeated multiple times without details.
Negative reviews that mention services you don’t offer or describe situations that never happened.
Multiple reviews coming from locations far outside your service area.
Positive reviews that seem over-the-top or too frequent to be genuine.

If something seems off, trust your gut. It’s better to investigate early before the damage piles up.

What to Do If You’re Being Targeted

If you believe you’re the victim of a fake review attack, you need to act quickly but calmly. Here’s some suggestions:

For Fake Negative Reviews

1. Flag the Reviews to Google:
Log into your Google Business Profile and report the suspicious reviews. Be thorough in your explanation, pointing out why you believe the reviews are fake.

2. Respond Professionally:
While you work on getting the reviews removed, post a calm and polite response. Something like:
“We take customer feedback seriously but have no record of this experience. If this was a genuine concern, please contact us directly so we can resolve it.”
This shows potential customers you’re paying attention and taking the issue seriously. Remember, as with all negative reviews, you’re not really writing a reply for the reviewer. That person is likely beyond saving so you need to salvage what you can, rather than try to argue with an obstinate opponent. Instead, you’re writing it for the prospect who reads the review. Keep that in mind and you’ll find it easier to craft an appropriate reply.

3. Document Everything:
Take screenshots, note dates, and track patterns. If this becomes a recurring issue, you’ll want a record of all suspicious activity.

4. Get Help if You Need It:
Dealing with review removals can be time-consuming. If you don’t have the bandwidth, our StarSaver service is designed to handle these situations so you can focus on running your business. You can even sign up online in just minutes.

For Fake Positive Reviews

If you notice a flood of overly positive, obviously fake reviews on your profile, it could be a competitor trying to get you penalized.

1. Flag the Reviews to Google:
Just like with the negative reviews, log into your Google Business Profile and report the suspicious reviews. Explain the situation you’re seeing as thoroughly as possible. Your story will be received as far more credible is you get out ahead of any action taken by Google, so don’t delay this step.

2. Increase Transparency:
Consider making a public statement on your website or social channels, acknowledging the suspicious activity and reaffirming your commitment to honest feedback.

3. Strengthen Your Real Reviews:
Yes, we sound like a broken record on this issue, but the best defense is preparing early. No one tries to build a fort only AFTER the attack has begun. Instead, the walls are built and reinforced in advance so that most attacks can be easily repelled. It’s the same here. If you have 10,000 positive reviews, even 100 negative ones will be a drop in the ocean. This takes time, but the best time to start is right now!

4. Keep Monitoring Your Profile:
Review attacks often come in waves. Stay vigilant and check your profiles regularly to catch any future attempts early.

Stay Proactive and Protect Your Reputation

The rise of fake review attacks is an unfortunate side effect of how important online reputations have become. While you can’t always prevent bad actors from trying, you can take steps to protect your business and respond quickly if you’re targeted.

Focus on building a strong foundation of genuine reviews from happy customers. Stay alert to any suspicious activity, and don’t hesitate to take action if something feels wrong. And remember, you’re not alone in this. If dealing with fake reviews feels overwhelming, reach out and we’ll be happy to help.

Your online reputation is too valuable to leave unprotected. Stay vigilant, stay professional, and don’t let scammers get the upper hand.

Fake Reviews, Perilous or Genius?

Last Updated: December 11, 2024

You already know how important reviews are. But sometimes, the temptation to “game the system” with fake reviews can feel irresistible. Whether it’s writing reviews yourself, enlisting friends and family, or outright buying them, it might seem like a clever shortcut. Spoiler alert: it’s not.

Here’s our take, based on years of dealing with Google Business Profiles (GBPs), reinstating suspended profiles, recovering lost reviews, and navigating Google’s systems in general.

Fake Reviews Are Shockingly Easy to Detect

Sure, creating a 2 or 3 fake reviews will likely fly under the radar. However, 2 or 3 reviews are neither worth policing, nor likely to do much of anything to help your rating. They will, however, contribute to getting you flagged and your listing suspended if/when you manage to get noticed by the Google police.

Here’s some examples of how simple it is to detect review fraud:

Rate of Acquisition

With millions of GBPs to analyze, Google knows exactly how many reviews businesses like yours typically receive over time. If a roofing company suddenly accumulates reviews at a rate 20 times faster than average, it’s a glaring red flag. No roofing crew is doing 15 jobs a day and getting all those clients to leave glowing reviews.

If you buy fake reviews, you’ll end up with a very unnatural surge of review activity. Since computer systems are very good at monitoring simple data flows like the raw volume of reviews and the rate of change in review acquisition, this type of fraud is incredibly easy to detect.

IP and GPS Data

Google can track where reviews are coming from. If your Florida-based business gets reviews from accounts in California or another country, it’s highly suspicious. If multiple reviews are coming from the same IP address, it’s an outright statistical impossibility—and your GBP could be suspended almost immediately.

Reviewer Account History

Google analyzes reviewer accounts to detect patterns. Accounts created recently with no activity other than leaving one glowing review for your business are major red flags. Similarly, accounts with no real connection to your service area scream fraud.

Text Analysis

Fake reviews often lack authenticity. They’re usually vague, overly promotional, and filled with keywords rather than genuine observations. Real reviews tend to mention specific employees, services, or unique experiences. Google’s AI can identify these patterns, flagging fake reviews with remarkable accuracy.

What Happens When You Get Caught?

The penalties for fake reviews are no joke. At best, Google might delete the fraudulent reviews, wiping out all your efforts. More likely, you’ll manage to both waste your time and/or money AND get your GBP suspended. Depending on how severe the infraction, you might never be able to get your GBP back.

The consequences of fake reviews can be severe. At best, Google may just delete the fraudulent reviews, nullifying all your effort (and possibly expense.) More likely, your GBP will be suspended. Depending on how severely you violated the rules, you might never be able to get your GBP back. We help people recover their profiles every single day as part of our GBP Rescue service, but there are some cases where it’s just impossible. After all, if you offend the company providing you with a free service, you should expect them not to be interested in helping you fix your mess.

The Right Way to Boost Your Reviews

Building a strong online reputation takes a little time and effort, but it’s far safer and more sustainable. We recently dove into some simple ways to build out your reviews and future-proof your reputation in this post. Ultimately, you want to achieve a steady stream of inbound reviews, even if that stream is just a trickle. That’s still massively better than getting a flood of reviews out of nowhere. It reflects a more natural review profile and is almost always the result of having implemented smart business practices that will sustain your growth into the future.

The Bottom Line

Google wants reviews to represent real customer experiences, not clever manipulation. While it might be frustrating to watch others cheat the system, remember that Google’s algorithms are always evolving. Fake reviews may offer short-term gains, but they carry significant long-term risks.

So skip the shortcuts and focus on what really matters—providing excellent service that earns real, glowing reviews. Google will notice, and so will your future customers.

Reviews: Why you MUST get them and tips for getting more of them

Last Updated: December 3, 2024

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Let’s cut to the chase: reviews aren’t just nice to have anymore. They’re a massive piece of the Google rankings game, and potential customers expect to see reviews before committing to a purchase. Getting those reviews can be challenging, but don’t worry—we’ve got some tips to help.

Why Reviews Are Critical for Online Success

Google’s ranking algorithm is heavily influenced by reviews. High ratings combined with a solid number of reviews tell Google—and potential customers—that your business is legitimate, reliable, and relevant. So, what’s the “right” number of reviews? The answer is simple: “at least one more than your next-highest competitor.” Of course, this assumes a similar star rating. And as we all know, “simple” doesn’t always mean “easy.”

Whatever you do, don’t fake it. Buying reviews or posting fake ones might seem like a quick fix, but Google can spot this behavior from a mile away. The result? Your listing gets suspended. It’s just not worth the risk.

Why Reviews Matter to Your Customers

It’s not just about algorithms. Reviews are crucial for earning the trust of potential customers. Think about your own habits—when was the last time you booked a service or bought a product without checking the reviews first? In today’s world, where we trust strangers on the internet to guide us in choosing products and services, reviews are a lifeline.

Reviews provide customers with proof of your expertise, reliability, and customer service. They’re a critical part of the decision-making process. While no one is likely to read every single review, they will skim a few—and they’ll definitely consider your star rating. After all, would you eat at a restaurant with a 1-star rating? Would you hire someone to work on your home if they had a 2.3-star rating, and 6 out of their 10 most recent reviews were detailed, angry rants? Probably not.

The Biggest Mistake Business Owners Make

Too often, business owners only start focusing on reviews after receiving a 1-star review. This usually leads to a frantic scramble to gather a few good reviews to “fix” the problem. This reactive approach can tempt you to cut corners—like buying reviews—which, as mentioned, is a terrible idea.

Instead, make reviews part of your everyday process. By consistently gathering positive reviews, you’ll build a cushion of trust. This way, when you inevitably encounter a completely unreasonable customer trying to tank your star rating, it won’t have nearly as much impact.

How to Get Those Sweet, Sweet Reviews

Here are some proven ways to consistently collect reviews:

1. Ask Every Customer, Every Time

After finishing a job, casually ask the customer for a review. Something as simple as, “If you were happy with our work today, we’d really appreciate a quick review!” can work wonders.

Want to sweeten the deal? Offer a small discount if they leave a review on the spot. Customers are far more likely to leave a review while their experience is fresh than if you follow up days later.

2. Make It Easy with a Short Link

Follow up after every job with a direct link to your Google Business Profile review page. Simplify things even further by using a shortened link from a service like bitly.com or tiny.cc. When leaving a review is easy, people are more likely to follow through.

3. Automate with Tools

Services like ReviewStream make the process effortless. Simply upload your customer list, and the tool sends friendly, automated reminders to leave a review. Pro tip: If you sign up for ReviewStream in December 2024, you’ll save 50%! (Yes, that’s a shameless plug, but who doesn’t love a good deal?) Whether you use our service or a similar one, the key is automation—it works for you every day without any extra effort.

4. Don’t Forget Vendors

You don’t have to rely solely on customers for reviews. Vendors and partners you work with can also leave reviews. They may not have purchased your product or service, but they’ve interacted with your business and can validly share their experience. Since they also understand the importance of reviews, they’re often happy to return the favor.

Final Thoughts

Reviews are the backbone of your online reputation. They’re not just about pleasing Google—they’re about building trust with potential customers. By making review collection part of your daily operations, you’ll set your business up for long-term success.

And when that one-star review eventually shows up, you’ll be ready. A strong base of positive reviews will ensure that one unhappy customer doesn’t define your reputation. Keep building those reviews, and watch your business thrive!

Why Would Google Block Users From Leaving Reviews A Google Business Profile?

Last Updated: October 25, 2024

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Recently, a client reached out to us with a puzzling Google Business Profile (GBP) issue. His team had been regularly sharing the Google review link with customers to acquire reviews, which is, of course, a critical part of every business’ online strategy these days. The listing was live and fully visible to anyone searching for the business, so from the outside, everything looked fine.

However, there was a hidden problem: when customers clicked on the link to leave reviews, they simply couldn’t. Google was actively preventing them from leaving reviews, but our client had no clue this was happening—there were no warnings or notifications from Google. He only learned of the issue when a customer notified him that the review link wasn’t working.

Diagnosing the Problem: The Case of the Blocked Reviews

Without any alerts or notifications from Google, it wasn’t immediately obvious what was wrong. Our team dove into the details, exploring every potential cause. After some careful troubleshooting and digging, we uncovered the root of the issue: the business had been misclassified by Google. Although the listing itself was live and customers could see it, the misclassification blocked the ability to leave reviews, a fairly rare and challenging problem to identify.

Below is what the GBP notice looked like for users. It just reads “Posting is currently turned off.”

Why Would Google Block Reviews?!

At first, it seemed strange that Google would block reviews, but as we researched, it made more sense. Referring to these cases as “posting restrictions,” Google restricts reviews for certain types of entities and in certain situations. Some businesses, like police stations, can no longer receive reviews, while locations such as polling places have reviews turned off temporarily around election times. When fraud or abuse is detected against a particular location, reviews may also be disabled on a case-by-case basis. This process isn’t always transparent, so it can be hard to pinpoint the exact cause. You can read more about their policy governing this issue on their website.

Getting it Fixed: Navigating Google’s Appeals Process

Once we nailed down the cause, it was time to act. We knew we had to appeal directly to Google to reclassify the business under the correct category, which would reinstate the ability to leave reviews. Because we’re familiar with the appeals process and the best practices for GBP management, we moved quickly to file the appeal, ensuring Google had the information it needed to resolve the issue. Within just a few days, the review function was restored and our client could once again collect those invaluable customer reviews.

Takeaways and Tips for Your Own GBP

This experience is a good reminder to regularly check your Google Business Profile, especially if you rely on reviews for customer engagement. The client in this case had no idea there was a problem—without that customer’s heads-up, the issue might have gone unnoticed for months.

To stay on top of these issues, periodically check your GBP to make sure everything works as expected. Or, if you want to be completely sure your profile is in safe hands, consider working with a pro. Our team is here to monitor, maintain, and optimize your GBP to prevent these hidden problems from disrupting your business.

If you’re dealing with this issue, please reach out so we can help you resolve it. You can even sign up online by going to our Google Business Profile Rescue page.

The Ultimate Guide to Removing Fake Reviews From Your Google Business Profile

Last Updated: March 26, 2024

Navigating the murky waters of online reviews can feel like an uphill battle for many business owners. In the digital age, a single fake review on your Google Business Profile can significantly impact your reputation, deterring potential customers and affecting your overall star rating. Recognizing and dealing with these fraudulent critiques is crucial, yet the complexity of Google’s review management system often leaves businesses in a bind.

A small business being threatened by a dark cloud full of stars, representing falsified online reviews

The Hidden Impact of Fake Reviews

Fake reviews, whether spawned by competitors or disgruntled individuals, carry a weight that can unjustly tarnish the hard-earned reputation of your business. The authenticity of your online presence is paramount, as it directly influences customer trust and decision-making. With the vast majority of consumers turning to online reviews to guide their choices, the stakes have never been higher.

Identifying the Culprits

The first step in reclaiming your online reputation involves the meticulous identification of fake reviews. This requires a keen eye for detail, as fraudulent reviews often hide in plain sight among legitimate feedback. Signs of a fake review may include vague language, an absence of specific details about the customer experience, or a reviewer you cannot recall ever serving.

The Path to Removal

Once a suspicious review is spotted, the journey to its removal begins—a journey fraught with challenges. Google provides a channel for disputing reviews, but the process demands a thorough understanding of their policies and a persuasive argument for why a review should be considered fake. This path is not for the faint-hearted; it is complex, often opaque, and can feel like navigating a labyrinth without a map.

Why Tackle It Alone?

The intricacies of dealing with Google’s review system can be daunting. For business owners already juggling the myriad tasks of day-to-day operations, adding the role of online reputation manager can be overwhelming. This is precisely where a service like Google Review StarSaver shines, offering a beacon of hope to those navigating these troubled waters.

The StarSaver Advantage

Google Review StarSaver emerges as your vigilant guardian, expertly identifying, disputing, and removing unwarranted reviews that mar your business’s online facade. Our team, armed with an intimate understanding of Google’s review policies and a track record of successful interventions, stands ready to defend your reputation. We delve into the complexities of review management so you can focus on what truly matters—growing your business and providing exceptional service to your customers.

In the digital marketplace, your online reputation is an invaluable asset. The battle against fake reviews is ongoing, but with expert assistance, it’s one you don’t have to face alone. Google Review StarSaver offers a comprehensive solution, providing peace of mind and allowing you to concentrate on the aspects of your business that only you can handle. It’s time to secure your online legacy and ensure that your Google Business Profile reflects the true quality and integrity of your service.

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