Tag: Google Places

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Responding to Unfavorable Online Reviews

Getting a bad review online can be maddening, but don’t make it worse by responding without putting in a lot of thought to how your own response will be perceived by other future customers.

I have a client who had a very poor review. When you are in business, you can’t please everyone, but in this case the office manager shot off a rebuttal that when I read it, I just cringed. It made a bad situation much worse. It portrayed the office staff as angry, resentful, argumentative, and vindictive. OUCH!

Sometimes a bad review can be a wakeup call. When you get a bad review, step back and look at it, could it be truthful, or have a grain of truth to it? It is very important to take a careful look to make sure that there is not a change needed on your part such as a change in office policy, customer service, or staff retraining.

If you feel that a rebuttal must be made. Focus on the positive, express concern for a problem, offer special attention from top management to repair the situation. Encourage the reviewer to recontact the office for a refund, redo, or credit on future service. Don’t write a hot rebuttal that trashes the reviewer or accuses them of being unfair or dishonest. This will only work to hurt you and make you look like the review was really true based on your hot angry response.

You can’t fight unfair reviews, but you can work to soften the blow and maybe even become better by taking the review as constructive criticism. Just be careful in your response and work to repair a poor situation not to make it worse with your own comments.

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Google HotPot a Great Idea With a Silly Name

Google released HotPot about two weeks ago and so far I have used it several times and like it. I have to say if you have not checked it out you definitely should. If you are a local selling and serving business, you for sure need to come up to speed with HotPot as it will be incredibly more important to your business in the months to come.

First check it out here: http://hotpot.google.com. I think it has a stupid name and should have been named something more indicative of the service, but if you think about it, reviews stir the pot of attention so maybe HotPot works. Not sure who was at what bar with what drinks under their belt at Google when they dreamed the HotPot name up.

Never the less, once you start to use HotPot you will understand the this is one powerful tool that you will definitely want to encourage others to use to help your own business. First HotPot is very similar to Four Square. In fact so much so you may say – hey did they steal this idea. Well most likely they did as Google is not incredibly creative on its own, its MO is to see something they like and then knock it off.

If you have a Google account, you have a HotPot account. The great thing about HotPot is that it is a web interface and not solely a mobile interface like Four Square. Additionally, HotPot ties in directly with Google Places. Have you wondered how reviews appear now on your Google Places account? Well they are now going to come in via HotPot.

I personally just reviewed two restaurants that I ate at in the last two weeks. Both got 5 stars from me. Not only can you star rate a local business or place, but you can leave a comment and rate service, ambiance,  and value. When your review is done, you get another review registered on your HotPot account. You can add friends automatically with which you will share reviews. I think that Google is pulling your GMail address book contacts for this, but I am not positive.

The important take away on this is that HotPot feeds reviews to Google Places. For local businesses, HotPot activity will be key to getting reviews and plenty of them. No longer will Google need to rely on City Search, Yelp, or Google Maps, they now have their own “Four Square” like tool to garner reviews and build up activity on Google Places so they can further monetize local search.

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Google Places Tags Do They Work?

So does that little yellow icon that you just bought for $25 for the month that Google will show next to your Google Places aka Google Maps listing work to drive traffic?

Interesting question and here is the statistical data from one client that shows it is not worth the money.

Before the Tag: 14,150 impressions with 1400 actions

After the Tag: 10.351 impressions with 1001 actions

So traffic did not increase nor did actions. Additionally the clicks into the website also decreased.

So why would anyone want to pay $25 for the Tag icon? Well I can think of several times when the Tag may actually help. If you put a discount or special offer in the wording of your Tag, you may have terrific results. In our test case the client did not want to use a promotion and only wanted to highlight his web address.

As Google offers 30 days of the Tag free it may be worth it to your business to test the use of a Tag, but only with a promotional offer. Make sure if you do this that you print the page of your 30 day results in the control panel to use as your benchmark as there is no way to sort data and review old figures if you forget. The control panel will only show the most current 30 day results.

Then make a note on your calendar to review your After figures and compare the two; doing your own statistical test. Make sure you deactivate your tag is you didn’t like your results by clicking the billing tab and then deactivate or you will get billed for the next 30 days of service.

If you find out Tags have worked for you, make sure to leave a comment and your before and after stats to help us all out!

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Google Boost Looks a Lot Like Yahoo Local

Google Boost Ad Image

If you’ve been around for a while you will know what I mean when I refer to the now defunct Yahoo Local, but Google Boost sure looks a lot like it!

That being said, I am really watching Google Boost carefully. Google Boost a new monetization tactic being used for Google Places aka Google Maps and is currently being tested in Chicago, San Francisco, and Houston. If you use it, you set up your account, add your credit card and select one of three click levels for a month. Google does the rest. It creates pay per click ads, keywords, manages your cost per click. All you do is pay.

And pay you will, with a totally automated ad serving and automated click costs don’t expect Google Boost to be saving you any money. In the Yahoo Local model, you selected how many clicks you wanted to get each month and Yahoo delivered. You even tied up the top spots in organic-looking placement on the Yahoo Local search engine. So far in the beta testing the Google Boost ads are differentiated only with a blue map icon. They look similar to an organic listing.

Additionally, Google Boost ads will appear on Google Places, Google Maps searches and even on Google.com. My feeling is that this will never replace Google AdWords, but that Google is looking to sop up the market when it comes to Mom and Pop shops with low budgets that don’t want to get into AdWords or users who think AdWords is so complicated. Google Boost is a step below even the Google Starter Edition.

But Google will make tons of money off of this new vehicle and this is why I am really watching Google Boost. You should be too!