Professional Community for Car Dealers, Automotive Marketers and Sales Managers
I am ready to go out of my mind. I have a business friend that got detailing done at our dealership. I have a screenshot showing the darn review posting. Minutes later it is gone again and has to be redone. We have spent hours trying to get this post to stay and it just won't!!!
We are definitely not being filtered. A few reviews have showed up in the past five months. However, we don't actively ask customers to leave reviews at all. We now handle the review approach with a dedicated review page that I created on our dealership's website. Also, I designed business cards that we are going to hand out after a sale or service has been completed to leave a review on one of our 7 review sites. On the back, it asks them to become a fan and follow us on FB, Twitter, Linkedin and Pinterest for news, events and specials along with a QR code to download our mobile app from AutomotionTV!
The reason I helped this gal leave a review is because she is in our business group that I run at the dealership. She was very happy with her detailing on her 2009 Jeep Liberty. After a horrible review that someone left a few weeks ago, it was important to have a positive review over that one. The first thing folks see when they type in a dealership's name is the Google map to the right with the latest review. So, of course, she was an active Google user and wanted to leave a review. I was glad to accept it!
Last night, I spent several hours from home trying to figure out what her account was doing when she would leave a review and it would remove within minutes. I left a review with my account for another company and compared. I had no problem and hers would just disappear from the control panel under the local tab.
Brian, anyone can you please help. This is the third customer that I have spent hours walking through the review process and it is just failing to stay on the page.
I recommend you do what many dealers are doing... stop sending people to Google's reviews! Get certified with DealerRater, set up with PrestoReviews or BusinessRater... But know this, even when you get those reviews to stick on Google, a few months from now they will disappear again!
It is almost as if Google can tell that you are sending people to Google's review system, and that means the reviews get filtered. So, what did the people at Google say or write to you about this issue?
Your right that Google reviews are very important since they show on local and map searches. Google reviews will also play a major role on mobile searches.
Your not the only one experiencing Google Review blues - they have gotten aggressive on there filters so it may block even real reviews while it's trying to weed out fake ones.
I see you mention that you have 7 review sites and a dedicated review page on your site - are your customers clicking thru your site? If that's the case it may leave footprints that Google is picking up on?
I was told by Brian Pasch that they can click from our review page and it shouldn't be a problem. But, no the folks haven't clicked on the review page because I just made it.
When I attended AutoCon 2012 in September, they suggested we make an exclusive review page so it makes it easier on the customers.
Google really shouldn't care how folks get the link to leave a review in my opinion. It makes it easier for the customer. Who knows anymore.
Hopefully this helps http://productforums.google.com/forum/#!topic/business/mPz5bqu7ViM/...
Yes, Google is filtering the heck out of reviews. It's hard to get them to stick these days. I agree many people looking for cars trust Google, but there are other ways to get reviews in front of car buyers.
Here's a few tips we give our clients when submitting reviews for and in behalf of customers:
Here are some tips to improve chances for sticking at Google+
1. Only make it one sentence long, keeping it between 60-200 characters.
2. Don't mention the company name.
3. Don't mention any names period; e.g. "Dr.Smith was great".
4. Don't mention the city or state..basically, don't say anything of value.
5. Here is an example of a review that is sticking almost every time " I love this dentist and when I bring my kids here they really like the staff"
6. Anything more than that seems to be wasting keystrokes.
7. Never submit a review from the same computer or IP address
Google's filters are on high awareness. If you're interested in a collection process that will automatically stream them to your website, visit http://rank-boost.com
Can you explain what you mean by this?
"Here's a few tips we give our clients when submitting reviews for and in behalf of customers"
That statement also caught my eye. So if you go to their website and do some reading, you can see that this company violates the terms of service for most all reputable review sites. Here is what Rank Boost says on this page (http://rank-boost.com/reputation-marketing) :
The difference is that our client's reviews are stored within their Rep Mgr and NOT added directly to an online review site. This process gives our clients the advantage of filtering reviews and we then submit all approved reviews from various local IP addresses.
This is a hornets nest. I think I'll send this page over to Google and Yelp to review. I'm sure that their clients will be shortly filtered.
I did not create or use an account for anyone else. I am not why folks thing that I did this. I walked the review process through with her over the phone. When, that wasn't helping her since she is not tech savy, I did a remote Join.me. When, I got home, I looked on her site and saw that she wasn't doing anything wrong even though it wouldn't go through and then magically it went through. I know the Google guidelines very well and have read Brian's white paper on it!
Kim, I don't know why you think that we're replying to you. We're all (Ryan, Brian, me) replying to Matt's post inside your thread, not your opening question. Particularly Matt's statement "Google's filters are on high awareness. If you're interested in a collection process that will automatically stream them to your website, visit http://rank-boost.com" and then Ryan's point " Matt, Can you explain what you mean by this? "Here's a few tips we give our clients when submitting reviews for and in behalf of customers.". Thanks.
My apologies. I thought Edwin was wondering if I did it and some of you as well.
I am now taking Ralph's advice and I am going to not only ask but DEMAND that Dealer.com gets me in touch with a Google Ad Word rep because we spent a nice chunk on campaigns and I want answers. I have been submitting reports via the forums and after the 10th time of asking for a duplicate location to be removed, I am ready to just scream!
No worries. Hopefully, they'll get you an answer. I haven't seen a really good one yet, though, so please let us know if they do! :)