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Updated Information on Google Places and Reviews

Google Places Review Issues

Over the last year (plus) there have been numerous hypotheses shared regarding Google Places and the practice of customers entering reviews while still in the dealership or business. The crux of the discussion was whether or not Google was blocking reviews from a common IP address because of the possibility of gaming the system or as some have suggested, because a customer might feel “pressured” if asked to do this review while still at the business location.

Many opinions and theories have been discussed and argued, many agendas fostered, and many hours wasted on ineffective and expensive processes that did very little for the user experience or to solve the real issue of getting to the root of the rumor, to dispel or confirm it.

We now have a definitive position from Google. The following is a correspondence to Presto Reviews regarding this very important matter:

Nov 10, 2011

Hi Scott,

I met with the Google Places team today to discuss many of the reoccurring issues you rolled-up in regards to this product over the last several months. Our conversations have been meaningful and I thank you and the team at Presto Reviews for the efforts.  Before we recap the takeaways from this meeting, I want to reiterate that dealer business is important to Google and that we are listening to these complaints and committed to finding a better solution.

 

Pressing Issue (action requested):

Reviews: It is not against Google policy for reviews to be left at a single IP address. Submitting a review at the time of purchase is acceptable. You mentioned that many dealers have received written communication from Google warning them...

 

 

Read More about Google Places.

Views: 321

Tags: google, management, places, presto, reputation, reviews

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Comment by Ryan Leslie on November 22, 2011 at 6:05am

How about a great big spoonful of Hellman's before you even take the Turkey out of the fridge?

I also like to put the turkey in the oven for about 90 minutes and then tear right into the thigh while it's warm but still raw.  I mean, why wait until it's done right? The turkey is right there and it's really convenient, plus the process of cooking the turkey is done really, the rest is just time and formality of it actually being cooked. I admit the fallout is perilous sometimes the day after, but eh, that's a risk I'm willing to take... ;)

 

I'm mostly teasing of course. Happy Thanksgiving to you all. Best to you and yours!

Comment by Tom Gorham on November 22, 2011 at 5:03am

Hey, this week's not over yet.  But Happy Thanksgiving anyway now that you mention it. I like this group.  Have a great holiday!

Comment by Ralph Paglia on November 22, 2011 at 3:48am

Miracle Whip?!?!  That's nasty... Gotta use good old fashioned Hellman's on those day after Turkey sandwiches!

Comment by Keith Shetterly on November 21, 2011 at 8:58pm

Scott, I have a, er, good reputation for eating.  That's all we do in Texas!  You know that.  ;)  Anyway, mashed potatoes, and light!

Comment by Scott Falcone on November 21, 2011 at 8:53pm

Ryan,

 

It makes perfect sense, I am (turkey) breast man! If we do not spar any more, have a great holiday. 

 

Keith, do like mashed potatoes or sweet potatoes, light or Ryan dark? Mayo or Miracle Whip on day after turkey sandwiches? Just so I know what Ryan doesn't like :)

Comment by Ryan Leslie on November 21, 2011 at 8:34pm

Hey Scott,

I really appreciate the kind words. About the only time I go sideways is when I let passion get the best of me, or when I try to be funny, that almost always goes awry. ;)

I'm pretty sure I'm reading between the lines correctly and I genuinely appreciate the advice.

 

Now, since Turkey Day is quickly approaching, I have to remind you that "The Dark Side" is the side with the legs! ;) (see, sideways)

Comment by Scott Falcone on November 21, 2011 at 8:08pm

Ryan,

 

Thank you for your comments. I do hope that we can always remain "classy". As I have seen mentioned on other forums and agree, you have been called a smart guy. I would agree with that "definitively" if that's ok. Unless you plan on going sideways like Google may! 

 

You should know that this business was not created as a "business", but as a solution for me to help run my business better and to open a simple line of communication between our team and our customers. When I showed it to dealers around the country and in my 20 groups for their opinions to make it a better tool for me, they requested one. The entrepreneur and teacher in me could not resist...hence Presto is born. Once that day happened I could not resist being the best possible vendor to the dealers who asked for my help. Two years later I can't resist working religiously on the product to be a "solutions based company" whose intent is to provide answers to problems. The clients we gain are almost exclusively by word of mouth because they have seen what we can do for them and it satisfies their needs ( and I am not in IPO mode-this is way too much fun for me!) .

 

You are doing a great job promoting your company and their services and I applaud your efforts in representing them very well...they should be very happy with your performance. Your company provides a good service as it pertains to a dealer's overall reputation management strategy, but IMHO you have chosen the "Dark Side" :) ...again, continued success. With some tweaking you (DR) could be a real contender! 

 

PS-consider slowing down a bit and asking the question that I demand my staff asks every day-are we providing a solution for our dealer partners? If yes, continue, if no...well you can fill in the blanks.

Comment by Keith Shetterly on November 21, 2011 at 8:07pm

The source is me standing in a service drive and doing it.  Particularly, one case let to a heat case.  What was your experience you cite?

Comment by Ryan Leslie on November 21, 2011 at 8:02pm

Can you cite your source for that suggestion? It's been my experience that most people don't really enjoy confrontation and will in fact accept lower levels of service than they'd like to avoid it. I think every dealer has had a seemingly pleased customer submit a not so great CSI score and wonder why they didn't say something at the store. That is one of the primary drivers for NOT doing in store collection as a "report card."

 

I imagine Scott's dealership is a direct reflection of his passion for customer service. The story he tells below shows his heart for creating these moments for customers. When it is top-driven it is a part of the culture. The unfortunate reality is that not all dealerships share this focus.

Comment by Keith Shetterly on November 21, 2011 at 7:46pm

By the way, something that gets left out of "in store" discussions:  Put a kiosk in your service drive.  THAT is gutsy, because people who go home are less likely to punch up a review than those unhappy in the drive and want satisfaction RIGHT NOW.  It's the other edge of the blade, and well worth it as a business driver to improve any issues in Service.

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