How can I best explain how Google reviews works to a client?
I have a client (local business) who has three 1 star ratings and only one 5 star rating on Google. He is upset and wants to make it impossible for his clients to leave reviews on Google. I am not sure how to handle this, he is not very "online" savvy. Any suggestions?
Google reviews are left by customers of your business and display your brand reputability and customer service care.
If he doesn't want reviews then maybe he doesn't want to be on Google maps. If he doesn't care about customers...
If you have a client like that. One would decide to either stay and try to help him or just walk away and call it a learning curve.
You can only help a business that wants help.
JOMO (Just one man's opinion).
If this client want to be listed in the Google database and be found in Google search results, he will have to accept all the features that come with it, ie: reviews. If he wants to respond to the reviews then his account has to be verified and he can respond through the google local business account.
He can only have reviews removed that are in violation of Google terms,
As a member of the Google Partner Network, I attempt to educate my clients that there are strategies to efficiently and effectively work with reviews. NOT recommended to simply fight back or defend. Some clients listen, others continue to complain. Unfortunately for them, technology will continue to advance and it's easier when we embrace it and strategize how to use it to our advantage.
If he has a tantrum and want to be out of the database, the reviews will still be there. Google owns their database.
Thanks Ali. Very good points and what a great story. I like the fact that you addressed each complaint specifically. My client just wants to use a blanket answer...
I have sympathy with you. I have a hotel client that has been with me for years. He is not technology savvy full stop let alone Internet.
He hated (and still does hate) TripAdvisor as he sees he has become slave to the whims of TripAdvisor. He had a number of poor reviews 4 years ago which made him mad (I mean kind of mad that hits the roof and had to peel him off the ceiling mad!).
So he contacted me as we look after his Marketing and Web Presence with the request to "disable" TripAdvisor! We met up and I explained the following:
1. Review websites are like Nuclear Weapons. We cannot uninvent them. Their existence are a fact of life. Like them or loath them you have to live with them.
2. Use them to your advantage. Look at the comments and see if they really do have a point. You might not agree with them, but we are in a service industry so “customer is never wrong, even when they are!”. This is great learning experience and an opportunity to make a positive contribution to your business from the Customer's Perspective.
3. Find common issues. If all of them complaining about the same thing, then the world cannot be wrong. Either you have not managed their expectations or you are failing to deliver or meet their needs. Whatever it is, you need to address it. From this process we identified 4 specific areas that we could improve. He took action on all of them.
4. We have managed his customer's expectations by rewriting his website content, confirmation email, room hand-books, etc. so that we set the expectations of customers at the right level. You can see more on this by visiting our blog http://www.cognisantassociates.co.uk/customer_satisfaction/
5. We then wrote responses to each of the reviews specifically addressing the points the very points the reviewers had raised. We (well in his name) explained what we have done to address these issues, and offered them a free night stay or discounted stay next time they were in town.
The results were stunning. He has now won “Award of Excellence” 3 years running and whilst he still hates TripAdvisor, he no longer allows them to ruin his business (his words!). He takes reviews seriously, and is focused on customer experience.
I hope this helps.