How to Protect Your Business from Fake or Unfair Google Reviews

A Truesdale & Associates Guide for Service-Based Businesses

Online reviews can build your business—or damage it. Google reviews, in particular, influence how new clients see you long before they visit your website or book an appointment.

But what happens when you receive a negative review from someone who has never done business with you?

This is one of the most common concerns we hear from salons, spas, independent stylists, beauty brands, and service providers. The good news: businesses do have options, and systems do exist to minimize harm.

This guide breaks down what you can do today to protect your reputation and prevent fake reviews from sticking.

Why Fake Reviews Happen

Fake or unfair reviews usually fall into one of these categories:

• A person upset with you personally—not your business

• A competitor trying to manipulate your rating

• A scammer hoping you’ll pay them to remove the review

• A mistaken identity (wrong business)

• A reviewer who was never a client but had expectations you never agreed to

Regardless of the reason, fake reviews are frustrating—but they are also manageable.

Your Options When a Fake Review Appears

1. Report the Review to Google

Google will remove reviews that violate their policies. You can report a review for:

• Not being based on a real customer experience

• Harassment

• Spam

• Conflict of interest

• False content

To do this:

1. Go to your Google Business Profile

2. Find the review

3. Click the three dots

4. Select Report review

Google does not remove everything, but your chances increase dramatically if you provide clear, factual support—such as noting you have no record of the person being a client.

2. Respond Professionally (Even When It’s Clearly Fake)

A calm, factual response protects your reputation more than the review itself damages it.It also signals to Google that the content may be in violation of policy.

Example response:

“Hi [Name], we cannot find any record of your visit or booking with our business. We take feedback seriously and want to understand your experience—please contact us directly at [email/phone] so we can look into this. We are committed to resolving concerns from real clients.”

No emotion.

No arguing.

No details about your internal records.

Just professionalism.

3. Document the Issue Internally

Keep a short record of:

• The reviewer’s name

• The date the review appeared

• Why you believe it’s fake

This helps if you need to:

• Follow up with Google

• Demonstrate a pattern

• Consult with a reputation management professional

Truesdale & Associates can help businesses maintain this documentation so it’s simple and consistent.

4. Strengthen Your Review Profile

The strongest defense is a steady stream of authentic reviews.

Google’s algorithm is much more likely to automatically hide or reject fake reviews when:

• Your real customers review you often

• Your Business Profile is active and up-to-date

• You respond to all reviews consistently

• Your customer interactions are verifiable (through photos, posts, etc.)

Fake reviews stand out more when your authentic activity is clear.

How to Prevent Fake Reviews Before They Happen

While you cannot stop someone from trying to leave a review, you can reduce the risk and the impact.

1. Build an Internal “Feedback First” System

This is a simple best practice all service businesses should implement.

• Send clients a follow-up text or email after service

• Include two buttons:

  • “Leave Feedback for Our Team” (private)

  • “Leave a Google Review” (public)

Clients with complaints choose the private option.Happy clients choose the public one.

This is not review manipulation—this is good customer service.

2. Ask for Reviews at the Right Time

Request reviews from clients at:

• Checkout

• After receiving a compliment

• Follow-up messages after a successful appointment

Avoid asking:

• Front desk to request reviews from every client (too forced)

• For reviews too early (before they see results)

• In situations where the client had a problem you haven’t resolved

Timing matters.

3. Maintain an Accurate Client Log

When a fake review appears, you can quickly confirm whether the person is—or is not—a client.You never reveal private information publicly, but this is how you support a factual response.

4. Train Your Team to Recognize Red Flags

Your staff should immediately flag anything that looks off:

• Negative review with no service mentioned

• Wrong service described

• Reviewer with only one review

• Someone publicly complaining about an appointment they cancelled or never booked

• Personal attacks

The faster you catch it, the more likely Google will remove it.

5. Create a Consistent Review Policy

Your business should decide:

• Who monitors reviews (daily or weekly)

• How quickly you respond

• What your standard response language is

• How to escalate possible fake reviews

• How often you report spam to Google

Truesdale & Associates can help businesses establish a review policy that protects their reputation long-term.

The Bottom Line

Negative reviews from non-customers are frustrating, but they do not have to define your business.

With the right system in place, you can:

✔ Minimize fake reviews

✔ Strengthen your online reputation

✔ Respond professionally and confidently

✔ Help Google identify and remove fraudulent activity

✔ Build trust with real clients

Your online reputation is an asset—one that can be protected with structure, intention, and consistency.

Need Help?

Truesdale & Associates supports service businesses with:

• Review management strategies

• Customer experience systems

• Online reputation audits

• Team training

• SOPs for handling difficult situations

If you want support protecting your Google Business Profile—or building a stronger customer feedback system—reach out any time.