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How to nominate the default reviews/testimonials

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Just wondering if there is a way to nominate which reviews to display by default in search results? We have a number of great reviews and one negative one. It is the negative review that is displayed in search results. Your help is appreciated.

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Re: How to nominate the default reviews/testimonials

Top Contributor
# 2
Top Contributor

I assume this is your business page? 
https://plus.google.com/103968388017760545433

Man, that's a rough shake... I'm kind of surprised you've got all 3 of your snippets pulled from that one bad review, especially after you've gotten 3 new reviews in the last week to try and replace the bad one. One thing I see that you haven't done yet... it's always worth it to write an owner's response whenever a bad review pops up. Same rule as any PR applies here... take the high road as much as possible. Don't think of it as writing to the person that left the bad review, think of it as writing something for a potential customer to read in response after they see the bad review... it's your chance to publicly steer the story. I'd also continue what you're doing and building reviews... I'm not sure why the new reviews haven't taken precedence, but if you keep building new reviews that'll swing the pendulum after a bit. Not sure how you're asking people to leave reviews, but since it's gotten to be a pain, I'll leave this here so you can make an easier link for any future review gathering you do:
https://pleper.com/index.php?do=tools&sdo=google_review_link

I suspect that you won't get any traction by contacting Google... leaving a response and gathering more new reviews is probably your best bet, but if you'd like to try calling and stating your case you can always try. In the US it wouldn't do much good, but I don't know the libel laws in Australia. I doubt there's a way for any human to influence which 3 snippets get pulled, but... well. Here's the contact info if you decide you want to try anyway:
https://support.google.com/business/contactflow?hl=en
And a better place if you don't get good help on the phone:
https://twitter.com/googlesmallbiz

Sorry I can't be more help, this looks like a little bit of an extreme case. I'm curious if any of the pros will have any tricks for influencing that more directly. 

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Re: How to nominate the default reviews/testimonials

Top Contributor
# 3
Top Contributor

Hi @LIKEDanceStudio

 

Just in addition to @james w's great points, I notice that you've left yourself a review. This is actually against Google's guidelines and I recommend deleting it immediately to minimise the chance Google will penalise your listing.

 

Similarly I'm assuming Jelena Borisova is also an employee of the studios? If so, then she needs to delete her review as well, as this is also considered a conflict of interest by Google.  If you wish to promote your awards (and congratulations by the way) then you can create a post with that information - similarly Jelena can post an update on her Google+ page with the information, and link back to your business listing.

 

These two reviews may in fact be part of the reason Google is using the negative review - they are not convinced that the other positive reviews are not also conflicts of interest. Removing these reviews may see a positive result overall.

 

Finally, although Google won't remove a review snippet for being negative they may adjust where the information is drawn from (for example from a number of reviews rather than just one). The easiest way to request this is via this form: https://support.google.com/business/contact/business_glance_summary


Priya Chandra, Google My Business Top Contributor
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