When responding to negative reviews that may violate Google’s policies, businesses should stay calm, professional, and empathetic. First, reply to the review publicly, acknowledging the concern and offering a solution if appropriate. Then, flag the review for violation if it meets Google’s removal criteria. It’s also effective to document the case—screenshots, timestamps, and customer records can be useful if further escalation is required. If necessary, reach out to Google Business Profile support. This dual approach of responding and reporting not only maintains credibility but also shows prospective customers the business values transparency and accountability.