Get a sh*t Google review for declining to break the law?

A client asks you to bend the rules. It’s framed as minor, but you know it crosses a line.

You explain why you can’t, reference your code of ethics, and advise what should be done instead. You stand your ground.

A week later: one star. No context. No explanation. Just a public stain on your business.

That review isn’t weakening your brand. It’s revealing it.

Be honest… when you’re choosing a restaurant on holiday, you go straight to the one-stars. You’re looking for food poisoning. Hygiene issues. Something systemic.

A rant about refusing to serve alcohol to a 10-year-old doesn’t scare you off. If anything, it reassures you.

Prospects read your reviews the same way.

They’re not obsessing over the decimal point on your rating. They’re asking something more important:

• Do these people hold the line?

• Do they sound composed?

• Do they operate with standards?

A calm, measured response that reinforces ethics does more for your credibility than another five-star testimonial.

Make it stand out

Whatever it is, the way you tell your story online can make all the difference.

 Visible leadership under pressure builds trust.

“Thanks for taking the time to share your feedback. We understand and respect that our approach won’t suit everyone. We hold ourselves to the highest ethical and compliance standards, and our advice is always focused on what we believe is in our clients’ long-term best interests. If you’d like to talk it through further, we’d genuinely welcome that conversation.”

That reply isn’t for the reviewer. It’s for everyone else reading.

Ever had a sh*tty review from someone who’s not even your client?

A client recently told me about a review they received. They’d had a website enquiry that simply said: “What do you cost?”

No business name. No context. No detail about business size or scope.

They responded with an indicative range based on their ideal client profile and explained that pricing depends on complexity and whether the work is compliance-only or advisory.

They never heard back. Until a one-star review appeared.

Not a client. Not onboarded. Just aggressively cheap.

It’s the equivalent of…

“I just wanted a quick price for dinner. They said it depends on whether you order the side salad or caviar and wouldn’t give me a straight answer without a booking.”

“Thanks for your feedback. While our records don’t indicate we’ve worked together, we’re happy to clarify our pricing. Fees vary depending on scope and complexity, and whether support is compliance-focused or includes advisory services. Our work is tailored to each client and agreed upfront before any engagement begins. If you’d like to discuss further, we’d welcome a direct conversation.”

The review is unfair and downright ridiculous… but it doesn’t have to be reputational damage.

It highlighted something useful though... The client tightened their enquiry form, clarified their positioning and reworded their website to reflect who they work best with. What a surprise – the reviewer wasn’t a good client fit.

A flawless 5.0 rating with no friction looks curated.

Don’t panic about perfection. Real firms have boundaries. They say no. They fire clients. And they aren’t for everyone.

The only real mistake is silence.

Ignoring a negative review suggests avoidance. Arguing suggests insecurity. A considered and calm response signals confidence.

It’s not about the star. It’s about the signal. And the wrong-fit client or prospect self-selecting out is the strongest brand message you can send.

Let’s be honest - what’s more compelling?

A 5.0 rating from three reviews (which could be your mum, dad and best friend)… or 4.7 from 100+ reviews with thoughtful responses to the good, the bad and the ugly?

Prospects don’t just look at rating. They look at volume, recency, patterns and proof.

Your Google reviews aren’t just feedback. They’re dozens of public touchpoints with your brand.

Keen to get your rating up?

Google Business is one of the first places potential clients go to build trust — or question it.

Maybe you’ve only got a handful of five-star reviews.
Maybe there’s an undeserved one-star sitting there.
Or maybe you haven’t claimed your profile yet.

Either way, your reviews are shaping your brand.