I am hoping someone might be able to help me with an issue one of my client's is having. Their Google local review score is 27 out of 30. One of their reviews makes the statement that at previous pediatric dentists they have had "horrible experiences" but they loved this new pediatric dentist. Unfortunately, when Google lists their "At A Glance" review of key terms from the reviews on their Google local page, they list "horrible experiences" for this client, which is taken completely out of context.

Has anyone had any experience with this issue before?

Does anyone know if maybe running an honest review request campaign from current and future clients might help to drive this review lower to the bottom?

I've never encountered this issue before and I'm hoping someone might have some insight on how to approach this.