Whether its a bad review or a fake review. Here are some tips to deal with them:
1. Unhappy customers
Don’t panic, it happens to the best of us.
Rectify the situation quickly but carmly. If you address it with the customer they may even take it down.
If they do not, write a short simple response.
2. Fake reviews
If you are sure its a fake there are a few options.
First flag it as such. However, keep in mind that Google doesn’t generally remove reviews unless its offensive, unrelated, spam, conflict of interest.
Facebook has a similar system, similar rules.
In the case of not hearing back after a few weeks, you can send a report direct to Google My Business (GMB) or contacting GMB via Twitter or Facebook for help in removing your negative reviews.
4. Keep on top of your reviews
Keep responding, keep monitoring. This might mean using software or just manually checking them every now and then.
5. Get more positive reviews
Put a system in place to get more positive reviews. This could include a simple link to your customers after a job is completed.
It can also be something more elaborate that emails all past clients, filters the unhappy clients and turns the happy ones into reviews on Google and Facebook.