We recently experienced something strange – a wave of negative 1-star reviews on our Google Business Profile. Now, we understand that negative reviews are part and parcel of running a business, even though we’re committed to ensuring we always deliver excellent customer service; these reviews just felt… off.
After a deep dive into the interwebs, we uncovered a sinister plot… featuring fake 1-star reviews and some very creative scammers.
Social proof has become a powerful deciding factor for customers, and online reviews can sometimes feel like the bridge between you and your potential customer’s trust.
While dealing with one negative review can feel overwhelming, receiving a flood of them can feel like your entire reputation is under attack. Scammers are taking advantage of this vulnerability, targeting businesses with waves of fake 1-star review extortion scams. The problem has become so bad that Google recently introduced new guidance and recommendations.
The 1-Star Extortion Scam
wave of 1-star reviews on their Google Business Profile. A scammer will then message you, likely over WhatsApp or email, and tell you that they’ll remove the 1-star reviews IF you pay them.
According to Google, “These scams may involve a sudden increase in 1-star and 2-star reviews on your Google Business Profile, followed by someone demanding money, goods, or services in exchange for removing the negative reviews.”
But what makes these coordinated attacks even more sinister is that they’re usually staggered over a few days, with seemingly legitimate profiles posting written reviews that appear authentic to anyone viewing your Google Business Profile.
Online reviews matter, and these scammers are counting on you to panic. However, paying a ransom to ensure these reviews “disappear” will only encourage them to continue with these fraudulent activities.
Here’s what you should do:
Don’t Panic
This is easier said than done, but these scammers are counting on you to panic, especially when your reputation is at risk. Don’t engage and don’t pay! Paying doesn’t guarantee they will remove the reviews, but it does ensure you become a repeated target in the future.
Gather All Information
Google recommends you immediately gather all evidence. Take screenshots of suspicious reviews, save any communication from the extortionists, and note dates, times and any patterns you think may be relevant. Don’t let this situation linger. The sooner you collect proof, the better!
Flag Suspicious Activity
Don’t respond to any suspicious reviews! When you respond to reviews via your Google Business Profile, it actually signals to Google that these reviews are legitimate. Instead, use all the evidence you’ve gathered and report it via Google’s Report System. Google is really good about handling these suspicious reviews, and it should be removed within a few days – just have patience.
Encourage Genuine Reviews
Negative reviews can encourage customers to look elsewhere, so removing these fraudulent reviews are essential ensuring potential customers have faith in your products or services. While removing these reviews are just one way to ensure your business continues to do well, encouraging genuine reviews from happy customers are another way.
Ask satisfied customers to leave honest reviews, which can be a good way to offset any negative ones. However, if you do receive genuine negative reviews, don’t forget about it! Responding to authentic negative reviews is just one way you show potential customers you care about their thoughts and opinions. Here’s a look at how you can handle responding to negative online reviews.
While scams like this can feel intimidating, staying informed and proactive can protect your business. If you have any questions, don’t hesitate to reach out to us!
