Bad Google review? Here’s how to respond professionally (and smartly)

FAQ

What if the review is simply not true?

Sometimes a review is incorrect, confusing, or even made up. In that case, respond factually and politely:

“We couldn’t find any visit or order under your name. Perhaps there’s been some confusion? Feel free to stop by or give us a call.”

Can I have a Google review removed?

Yes, but only if the review violates Google’s guidelines:

• Contains hateful language, spam, or profanity

• Was written by someone who was never a customer

Why should I respond to a negative review?

It shows that you care and that you remain professional, even when faced with criticism.

It also gives you the chance to share your side of the story and stand your ground when the feedback is justified.

How do I report a Google review?

1. Go to your Google Business Profile

2. Find the review and click the flag icon or the three dots

3. Select “Report review” and provide a reason

Google will decide within a few days. Use this option only for clear cases of abuse.

How to Respond Professionally (and Smartly)

1. Respond quickly, but not impulsively

Don’t leave the review unanswered for weeks; that makes it seem like you’re ignoring it.

But also don’t reply while you’re angry. Write down your thoughts and, if needed, sleep on it. Taking a bit of distance always helps you stay calm and professional.

2. Stay friendly and calm

Don’t get carried away by the reviewer’s emotions. Even if the review feels unfair, always remain professional. Write in a calm and clear tone.

Remember: as the owner, you control the tone!

3. Show understanding, but keep it professional

You don’t have to admit fault if you believe the review is unfair. But do show that you’re listening and open to improvement. A little flexibility can go a long way in easing the situation. You lose nothing by showing empathy, on the contrary, it makes you appear calm, human, and professional.

And sometimes, a small, well-placed smiley can make all the difference… :)

4. Provide context (without attacking the customer)

A bit of explanation can work wonders. Keep it short and neutral. Don’t mock the customer or shift the blame.

It’s okay for your response to sound human.

Phrases like “We sometimes have too few hands during rush hour” can feel relatable and are often simply true!

5. TIP! Don’t just respond to negative reviews

Read your positive reviews too, and take a moment to say thank you. If you recognize regular customers, reply to them to show that your place truly has a warm, welcoming vibe worth discovering!

It also shows potential new customers that your business is genuinely worth a visit.

What if the review is truly unfair?

Sometimes a review just isn’t accurate. Maybe it was written by someone who was never a customer, confused your place with another, or simply made something up.

In that case, it’s best to respond briefly and factually, without getting defensive:

“We couldn’t find any visit or order under your name. It’s possible there’s been a mistake. Please contact us or stop by, and we’ll gladly find a solution together.”

How to report and remove a Google review

If a review contains inappropriate language or completely baseless claims, you can report it to Google. Note: Google will only remove a review if it violates their guidelines. “Unfair” or “unjustified” doesn’t automatically mean it will be taken down.

Here’s how to do it:

1. Go to your Google Business Profile (via Google Maps or your Business Dashboard).

2. Find the review in question.

3. Click the flag icon or the three dots next to the review.

4. Choose “Report review.”

5. Select a reason (for example: irrelevant content, spam, hateful language, or written by someone who was never a customer.)

You’ll usually hear back from Google within a few days about whether they’ll remove it.

Only use the report option if you truly believe the review is unfounded.

And even then: always stay professional in your response. Because even if Google doesn’t remove the review, your reply will remain visible to everyone.

A good response is also marketing

Remember: you’re not only writing for the unhappy customer, but for everyone considering a visit to your business.

A calm, clear, and empathetic response inspires confidence and confidence sells!

Even a negative review can work in your favor when people see that you respond professionally and with humanity. Many readers don’t look for perfection; they look at how a business handles mistakes or complaints. That often says more than a list of flawless ratings.

A customer who sees you responding calmly and thoughtfully will think:

“They really care about their customers.”

And that’s exactly the image you want to project!

Your business is doing well, your customers are happy, and then suddenly: a bad Google review. One star, an angry comment, and that sinking feeling in your stomach. Sounds familiar? Every catering business faces it sooner or later.

Here’s how to handle it the right way!

Take a breath first

A negative review always hits hard, especially when it feels unfair and you work your heart out every day for your customers. Try not to take it personally. What really matters is how you respond.

Why Responding Matters

 A good response is more than just damage control. It’s an opportunity to show who you are as a business owner.

• It shows that you care about your customers.

• New customers see that you remain professional, even in difficult situations.

• It gives you the chance to share your side of the story without sounding defensive.

People read reviews, but they also read the responses! On Google Maps, the owner’s reply is always visible right below the review.

A polite, sincere response can soften a negative experience and put it into perspective.

And don’t forget: some customers are actually convinced because of how you handle criticism. A good response can win you new customers!