As a website marketing agency owner, I was confronted just recently with an concern about one of my customers receiving a bad rating on their Google Local site. Essentially, the customer's tiff was that he (lets call him Matt) had booked the quote for an air-con installation yet nobody turned up.
My customer did their due diligence and searched their documentation and discovered that the individual was in fact reached at the time on the telephone that was provided at which a female had responded and said that they already have an air conditioner unit! Consequently, to learn just why Matt didn't placed another call instead of writing this bad review, a call was made to him to which he responded in a rude and unexpected style.
Ok so, this review looked suspect to me unfortunately there's actually no other way to verify if Matt works for a competitor, i.e. there is some form of conflict of interest or he is in truth unhappy and this is simply a case of confusion. Since my own customer had already done everything inside their ability, it was actually up to me as their SEO company to try to remedy this via this major search engine.
Because of the fact that something like this hadn't affected any of my customers before, I made a decision to research a little more with this major search engine as to what might be done in regards to this. I envisioned that the person who owned the business, in such scenario my customer will be able to have a right of response to this comment so everybody is able to see it and make up their own mind.
Fortunately, this was the case. Just 1 thing you have to be sure concerning your Google local page is that you are the verified owner of the Google Places page. Google has got a really good piece of content that gives you pointers as to the easiest way to respond to a post or a review where you as the proprietor feel you have been hard done by. Do a search to discover how to best reply to a review of your business.
Taking into consideration that we're the verified owners of the page already, we were free to log on to our Google account and create a reply to this, as it happens - poor rating (odd in our viewpoint).
It goes without saying that to maintain the high standing of the organisation, every business owner should really be as conscious as possible as it's the customer service as well as top quality that could set apart good from poor businesses and in the end attract ever more potential customers.
My customer did their due diligence and searched their documentation and discovered that the individual was in fact reached at the time on the telephone that was provided at which a female had responded and said that they already have an air conditioner unit! Consequently, to learn just why Matt didn't placed another call instead of writing this bad review, a call was made to him to which he responded in a rude and unexpected style.
Ok so, this review looked suspect to me unfortunately there's actually no other way to verify if Matt works for a competitor, i.e. there is some form of conflict of interest or he is in truth unhappy and this is simply a case of confusion. Since my own customer had already done everything inside their ability, it was actually up to me as their SEO company to try to remedy this via this major search engine.
Because of the fact that something like this hadn't affected any of my customers before, I made a decision to research a little more with this major search engine as to what might be done in regards to this. I envisioned that the person who owned the business, in such scenario my customer will be able to have a right of response to this comment so everybody is able to see it and make up their own mind.
Fortunately, this was the case. Just 1 thing you have to be sure concerning your Google local page is that you are the verified owner of the Google Places page. Google has got a really good piece of content that gives you pointers as to the easiest way to respond to a post or a review where you as the proprietor feel you have been hard done by. Do a search to discover how to best reply to a review of your business.
Taking into consideration that we're the verified owners of the page already, we were free to log on to our Google account and create a reply to this, as it happens - poor rating (odd in our viewpoint).
It goes without saying that to maintain the high standing of the organisation, every business owner should really be as conscious as possible as it's the customer service as well as top quality that could set apart good from poor businesses and in the end attract ever more potential customers.
About the Author:
Dario Petkovic is a founder of Astute Local Web Marketing, Internet marketing agency specialising in Search engine optimisation and SEM. Operating out of Sydney, Dario is well noted for his dedication, client service and capability in search marketing industry. Latest post: Internet and Television.
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