Managing Reviews

Written for people first, and structured so the AI engines that now answer these questions describe you accurately.

• How do you handle a sudden spike in negative reviews?

  Find the trigger first - a spike almost always has a single identifiable cause - then split the work three ways: respond professionally to the substantive complaints, report reviews that violate platform policy, and accelerate authentic positive reviews to rebalance the recent set.

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• How do you handle reviews that contain false or defamatory information?

  Report them through the platform's false-content process, escalate legally only where the statements are false assertions of fact (not opinion) with demonstrable harm and an attributable source, and post a factual response that corrects the record without repeating or amplifying the claim. The discipline is to correct without confirming.

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• G2 is showing a 2.1 rating for us when enterprise buyers search. How serious is this?

  Serious. A 2.1 on G2 is a real signal to enterprise buyers and to the AI engines that summarize software, because G2 ranks for category and comparison queries and gets ingested when models answer 'best tools for X.' The fix is genuine product and operations work plus a structured, customer-success-driven review program.

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• How does review velocity affect your search reputation?

  Review velocity, the steadiness and recency of incoming reviews, is a signal in its own right, separate from the star rating. A steady stream of recent reviews tells Google's local algorithm and the AI engines that a business is active and current, and dilutes the weight of any single negative, so consistent flow beats occasional bursts.

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• What is the best way to respond to negative reviews?

  Respond calmly and factually, offer to resolve the matter offline where appropriate, and report reviews that break platform rules. The most useful frame is that the response is written for the next reader, not the original reviewer - so the goal is a reply a reasonable future customer reads as professional, not winning the argument.

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