Category Archives: Google+ Local

GetFiveStars SURVEY: What Happens When Things Go South? You Lose More Customers Than You Ever Know

You would hope that most customers would speak up and communicate the problems that they experienced. Unfortunately that’s not what happens. Most of them will just remain quiet, you never know of their problems or dissatisfaction and they stop doing business with you.

In my third post in the Complaint series (soon I will be getting complaints about the many posts….) I address the question of how many people in fact do complain when things go wrong and how many would if you asked…

This is the third post in the series. Previous posts included 5 Good Things About Customer Complaints and 8 Things That Really Cause Customers To Complain.

Video: What Parts of the Local Pack Will be Monetized?

Join Mary Bowling, Ed Reese and myself as we discuss: What Parts of the Local Pack Will be Monetized?

Screenshot 2016-06-10 16.05.16

I think that as a local SEO, one of the things you have to keep your eye on is how much is going paid and preparing yourself and your clients for the fact that Facebook and Google are going to be monetizing, and you have to figure out how to live with it and your client has to figure out how to live with it or play someplace else. I think that’s a growing reality.

GetFiveStars Post: 8 Things That Really Cause Consumers to Complain

As part of my ongoing series on the impact of complaints on a business I have published my second article in the series:
Survey: 8 Things That Really Cause Consumers to Complain .

Handling customer complaints is one of those areas where most local businesses drop the ball. Yet its an area that has disastrous downsides and such an incredible upside for the business when handled properly.

But first we need to understand the things that are likely to trigger complaints. Join the discussion at GetFivesStars on  understanding the question:

When dealing with a local merchant, what will cause you to complain?

Complaints Here, There and Everywhere – A Series About Complaints at

I have just published my first of a number of articles (I am at 4 and counting) dealing with the question of customer complaints:  5 Good Things About Customer Complaints. These articles will cover ideas, processes and research to help you understand the whys and wherefores of complaints and how their successful resolution can really benefit a business.

Thank you for your help and guidance.

Before I started working in Local SEO and Local Marketing,  I grew up in and ultimately helped run a local family business. My father never made it to one of my Little League Games. As a single parent that was working 60 hours a week that is not a big surprise.

When I ran the company I still spent 55 hours a week engaged in the business although I did manage to make it to my children’s sporting events but only by the grace of having my face glued to my cell phone email.

I came away from that experience with a deep and abiding respect for the people that create and run their own local business that is often built on blood, sweat and more than a few tears. But also a realization that many basic business practices were not in place or out of reach to the typical business.

My approach to Local Search was always to put myself in the shoes of these business and try to understand what they were feeling. And that is now even more true with GetFiveStars. We have created a tool that can help every local business be better.

Since helping create GetFiveStars 3 years ago I started to shift my focus from  the initial parts of the customer journey via search to the many parts of their journey that begins with the sale.

I firmly believe that it is an area that local businesses can dramatically improve and that will show huge returns going forward. It’s an area where I can provide incredible value to businesses and actually make their very hard lives easier. This is even more true as local search results becomes less and less visible due to the many changes in search.

As the success of GetFiveStars continues I will be devoting more writing time to questions of improving a customers post sale experience and engaging them for retention and marketing.

Join me at GetFiveStars for the series.

Complaints and Their Role in Business – I need your help

Lately, having had some terrible customer service experiences with some big brands, I have been thinking a lot about complaints and what they mean to the consumer and the business.

Complaints are so very different from a bad review and the appropriate responses are different as well. And I know when I ran a bricks and mortar store how painful they were as well.

So I am asking you for some help from you. Here are some questions that you might answer for me:

Do you have any anecdotes about the good, bad and ugly of complaints vis a vis your business or businesses you deal with?

Do you have suggestions on how you handle complaints?

If you are agency do you value add your client relationships by helping them navigate the complaint waters?

How do you see complaints as different than and the same as reviews?

What do you think are the key bullet points when thinking about responding to complaints?

And you are welcome to send along anything about complaints that would add to the conversation. Don’t feel limited by my suggestions I just put them out there to give you something to think about.

As always your ideas, if used will be credited with a link. Not that I am offering a quid pro quo. That would be bad. Just offering to credit you. 🙂

You can answer below or email me at

Google to Hotels: We Pick Your Profile Photo

Yesterday (first reported on Twitter by Craig Harkins, an SEO manager at InterContinental Hotels Group) Google switched virtually every hotel profile photo in their Hotel Local Pack results from an exterior to an interior shot.

While Google ostensibly offers businesses the ability to set this profile photo for their own business, that appearance of “freedom” to a large extent is a sham. Business wishes be damned, Google is going to make the choice that optimizes their monetization of local.

After the change, Google almost exclusively shows interior photos.
After the change, Google almost exclusively shows interior photos.
Prior to the change, Google almost always showed exterior photos. This search was from early March this year.
A businesses’  photo that Google shows as their profile photos has always been a business’s most important photo, creating that critical first impression to the searcher. There is no photo seen in more places on Google, in more apps, more screens and on more devices than that photo… from Google Maps to Plus and most importantly search. And a business probably has no image of them seen more widely than this one anywhere.

Google has always offered up the ability to add your own photos and with the Google MyBusiness upgrade in early 2015 appeared to allow business to choose the profile photo. From the Google post at the time: Starting today, you can tell us which image you’d like to appear when customers search for your business on Google. Their recent API upgrade also  touted this as a new feature.

The reality has always been quite different. The image Google showed was actually determined by their algo and by their preference. If your choice was consistent with that preference your choice might have been left to stand. But if you were so presumptuous as to choose an image that was contrary to their preferences say a logo, odds were Google would change the image.

Thus choosing an image that best represented your business was a crap shoot and as a business owner you would never know exactly what would show.

When I inquired about this practice of ignoring business preferences a few years ago I was told that the images were selected to improve the Map experience. IE an exterior photo that would help a person know what they were looking for when traveling was preferable to an image like a logo that offered no real world benefit. That at least was an understandable if arrogant decision.

I know I have said this before but this change, clearly for commercial reasons, should put everyone on notice that their listing at Google is for Google’s well being and any benefits that you may accrue are rented not owned. And unlike a normal business relationship you never know when the lease will expire.

The only option open to the Hotel owner and any business for that matter is to make every photo at Google count and don’t count on that carefully chosen profile photo showing. And pray.


Google Releases GMB API V3.0

One area of Local Search where Google has been active with regular improvements has been the Google My Business API. Google seems to have committed to a regular schedule of regular updates and along that line V 3.0 was introduced today.

There are two main features that have been released in this update:

  • Ability to read and respond to reviews
  • Ability to add Rich Attributes to a listing

Review management is a solid move and gives businesses that have access to services like Moz Local, Yext or their own API, the ability to respond to reviews directly from within their own local dashboard. It will put Google reviews at front of mind for their larger partners and it will also create some pressure for Facebook and Yelp to do the same.

Screenshot 2016-05-04 17.09.24
Will Attributes be similar to these attributes currently associated with Hotels in the Local finder?

Attributes are new sets of structured information that will be able to be added to a listing. The specifics will vary by both category and country and as of now we do not have a list of what they will be. This feature is coming to the API first and will ultimately be rolled back into both the list and card views of the GMB. If and how these attributes will show in search is unclear.

In the examples I saw restaurants were able to indicate whether they accepted reservations, served liquor, had outdoor seating etc. In the Gas Station example the listing could include things like whether they had a card wash, free air, diesel and ethanol free gasoline.

For those of you that haven’t been in local for a coon’s age, Google once upon a time allowed businesses to add custom attributes to every location. They were poorly implemented with the user having to define both the attribute and the content so they were frequently meaningless and of course they were spammed heavily before their demise.

Screenshot 2016-05-04 17.09.13
Will each category have this many optional attributes?

I assume that these attributes will be like the structured attributes that are currently associated with Hotels like Free Wifi, Free Breakfast, Air-conditioned, Laundry Service and Business center, etc. I presume but have not yet confirmed that Hotels will now be able to have some measure of control over the attributes that have been displaying via the API if not the GMB. When and how these will actually show up in search results is TBD.

There are a number of minor features as well that come with V3 of the API that adds some of the features that have been in the bulk dashboard for a while:

  • Ability to set Preferred Photo
  • Ability to Transfer Location to another account
  • Support for Search filters so that you can retrieve listings that have duplicates, are suspended or have updates.
  • Support for Locations states like verified or not

There are some critical pieces that are still missing from the API that would make the API even more valuable. Two that come to me top of mind:

  • Local Insights (and while you are at it, fix them so they are useful)
  • Ability to easily verify a listing via the API from a whitelisted dashboard (I am not sure if we will ever see that but here’s hoping).

Google’s GMB API has been a shining light in their local development since its introduction early last fall. Encouragingly Google has made steady progress introducing V2 in mid December and V3 today. It is a steady drumbeat of quasi quarterly development that is refreshing after years of push me pull me.

Full documentation for this release can be found at: . v2 of the API will continue to be supported until Oct 5th 2016. Google will notify notify folks in advance of this deprecation. v1 will be deprecated. on June 1st.

If only every one of their local products showed such a steady forward march… here’s hoping.

The Annual Print Yellow Pages Page Count And Lemonade

Photo Apr 22, 11 37 34 AMEvery year around this time I get my Superpages Yellow Pages book. And every year around this time I report,  one more time, that the print Yellow Pages are dying. This year is no exception.

The total page count, contrary to last year’s aberrant small increase, continued to drop and the book now sports 84 total pages. Sort of.

The good news (from Superpages POV) is that unlike previous years there was actually many fewer filler ads stuffing the pages, pitching how great the Yellow Pages were, and artificially increasing the page count.


The bad news? They have actually increased font size and are effectively showing fewer listings in the same number of pages. As Ed Reese pointed out in a recent interview at Local U, that’s what he (and I) did in 7th grade to get our school papers up to the required length.

In classic marketing style of making lemonade out of lemons they are now promoting the book with a Larger Print moniker, hiding what would have been significantly fewer pages under the guise of being elderly friendly. And targeting the only audience they have left; aging seniors with declining eye sight.

Next year? No doubt they will still be around and probably touting how light the book is and easy to pick up with my arthritic hands. At least the marketing and the actual market finally align.

Hotel Local Finder – Ain’t Nuttin’ but Ads

I reported earlier in the day that Google seemed to be rolling out a new Tag like attribute for the free hotel listings in the Local Pack. During the past week, as noted by Brian Barwig and Michael Wallace, Google has also been adding paid ads to the top of the Local Finder. Together they are quite the dynamic duo.

When you click into the Local Finder from the search, all too often now all you see above the fold are paid listings of one form or another. And unfortunately the Offers, while highly visible, are not at all marked as paid calls to action.