From 1-Star to 5-Stars: A Local Review Management & Suppression Strategy
A local, 5-location restaurant chain.
Challenges We Faced
A “review-bombing” campaign from a disgruntled ex-employee dropped their average Google rating to 2.2 stars, devastating their business:
Dozens of 1-Star Reviews
The client was hit with 30+ fake, 1-star reviews in a single week.
Reservations Plummeted: Google Analytics 4 (GA4)
showed that calls and online reservations from GMB had dropped by over 80%.
Low “Map Pack” Ranking
Their low Google rating pushed them off the first page of the Google “Map Pack,” making them invisible to local diners.
No Review Management
The client was not responding to any reviews (positive or negative) and had no system to generate new, positive ones.
Fix Your Online Reviews
“Are negative reviews sinking your business? Our Negative Review Removal & Suppression services can help you repair the damage.”
Our Approach – How We Solved These Challenges
Negative Review Removal & Suppression
We immediately flagged and reported the “review-bomb” reviews to Google for removal (as they violated TOS). We successfully had 22 of the 30 fake reviews removed.
Review Management Platforms
We implemented a Review Management Platform (like Birdeye) across all 5 locations. The system automatically texted/emailed diners after their meal, asking for a real review.
Strategic Crisis Response Plan
We developed response templates and personally responded to all legitimate negative reviews (both old and new), showing that management was listening.
Local SEO & GMB Optimization
We re-optimized all 5 Google Business Profile (GMB) listings with new photos, posts, and Q&A to boost their ranking signals.
Results
| Metric | Before | After | Growth |
|---|---|---|---|
| Avg. Google Star Rating | 2.2 Stars (55 reviews) | 4.7 Stars (450+ reviews) | +113% |
| “Click-to-Call” (from GMB) | 40/mo | 310/mo | +675% |
| GMB “Get Directions” Clicks | 120/mo | 850/mo | +608% |
Free Review Analysis
“Want to see how your reviews compare to your competitors? Request a Free Review Analysis from our reputation management company!”
Advice for Marketers & Brand Owners
- Don’t ignore your reviews. You must have a strategy to respond professionally to all feedback, both good and bad.
- The best defense is a good offense. A steady stream of new, positive reviews from a Review Management Platform will drown out the occasional negative one.
- Fight back (ethically). Flag and report reviews that clearly violate Google’s or Yelp’s Terms of Service.
- Your star rating is a direct ranking factor in the Google “Map Pack.” A higher rating means a higher ranking and more customers.
Extra Factors That Made It Work
- Implementing Birdeye was the #1 success factor. The automated, ongoing stream of new, positive reviews rebuilt their rating in months.
- Our Comprehensive Reputation Audit quickly identified the “review-bombing” pattern, which helped us get the fake reviews removed.
- Our professional, non-combative responses to legitimate negative reviews helped restore public trust.
