One Sunday, as our church was holding our outdoor patio service, a hummingbird got stuck in the skylight in the roof. We all watched as the hummingbird kept flying back and forth across the skylight, struggling for open space. The poor hummingbird kept looking up and was unable to see his escape path a few inches below him.
Sadly most business owners are this hummingbird; they are completely unaware of a review attack, and they are unaware of how to deal with it when it happens. In this post, you will learn what to do if your business endures the same.
The Joint Chiropractic negative review attack
I worked on a case where a business had its Google My Business (GMB) rating drop from a 4.5 rating to a 2.8 rating in less than two weeks.
A user or series of users posted seventeen 1-star reviews or ratings for a Google My Business listing. This review attack was extremely upsetting for the business owner who felt completely helpless with what to do. Fortunately, I was asked to investigate.
Analysis: What I Found
I quickly discovered a very distinct pattern as I clicked on the reviews. It turns out that those same profiles were used to post 1-star reviews for the GameStop in White House, Tenn. The GameStop listing received eighteen 1-star reviews and /or ratings all on the same day.
I called the Gamestop store and spoke with a manager. She, just like the hummingbird, was completely unaware of the review attack. She kept staying, “Oh wow,” as she read review after review. I could hear her panic and despair. I advised her there was good news, and I would report the reviews and help get them removed. Sadly, that is easier said than done.
What I Did
I documented all of the profiles and links to each review and rating and contacted GMB Support with a link to the to Google Sheet.
Three days later, a friend of mine contacted me because a company that she knew was being slammed online with random negative reviews. The review attack had been ongoing for months but had…