How does your business deal with fake Google Reviews?
In the digital era, where customers and clients turn to the internet for everything from business research to dining recommendations, an online reputation can make or break a business, and the legal industry is no exception.
Google Reviews
Google reviews have emerged as a crucial tool in establishing and maintaining a law firm's reputation. Clients want assurance that their case is in capable hands and that they will receive the best possible outcome. Google reviews play a significant role in building trust and credibility for law firms.
Consumers have come to rely heavily on social proof to make informed decisions. A business's review score is the first thing many consumers see, whether positive or negative. Google My Business is the most popular consumer and business review platform on the planet, and, according to Google, 1.5 billion people a month visit a physical place based on what they have searched on the platform. Therefore, fake reviews can be devastating for any business.
Remove Google Business Reviews
There are two methods to remove Google Business reviews: either the tech giant or the original poster can do it. Unfortunately, contacting the original poster and requesting they take down their post poses quite a challenge. Luckily, recent case law has provided a helpful guide to compel Google to remove those tarnishing Google reviews.
In early 2022, Obsidian Group Inc. ("Obsidian") brought a motion before Justice Morgan for an interim injunction to remove particular messages on Google Review and a Norwich Order to determine who had posted dishonest messages about their hotel.
Several anonymous posters, referred to as Jane and John Doe, posted negative reviews disparaging Obsidian's hotel. These reviews were outliers compared to the hotel's overall positive reputation, and they clearly intended to discourage future patrons from booking a room at the hotel. While they were outliers, according to the statistics provided by Google Review, the fake reviews were viewed several thousand times a month.
Justice Morgan held that the reviews in questions are prima facie defamatory and did not hesitate to grant the order.
Following Obsidian Group Inc. v. Google LLC, in a motion hearing in front of Justice William S. Chalmers, the plaintiff, Linden & Associates, brought a motion for injunctive relief compelling Google to remove and not republish the fake reviews (Linden & Associates Professional Corporation v. Google LLC).
The reviews in question included messages criticizing the quality of service from the firm. Linden & Associates argued that these posts were not associated with names of any firm client and "seem designed to discourage people from retaining the Plaintiff firm." For the unsuspecting potential client of Linden & Associates, these reviews could indeed affect their decision to retain them in the future. Justice William S. Chalmers concurred with the Plaintiff that the posts were meant to dissuade future clients from retaining the firm and concluded that the posts were defamatory. Following the precedent set by Obsidian Group Inc. v. Google LLC, His Honour granted the Plaintiff’s motion.
If your business has been hit with fake reviews, do not be discouraged and leave them to tarnish your reputation. Take action, retain counsel, and get those reviews removed from the internet.
