Google’s recent introduction of the ability for SMBs to respond to reviews is a welcome and surprising turn of events in the Places arena. Reviews have long been a sore point with businesses that often feel wronged by the review procedures at Google. Many SMBs think of the current arrangement as unfair and they rarely understand the why or how of Google’s non response to review issues.
I asked Cathy Hillen Rulloda, a florist from Anaheim active in local marketing, what she percieved as issues with the way that Google handled reviews and she noted that while the ability to respond to reviews was long overdue, other serious issues remained:
– No ‘Amazon-like’ “real name” indication to add credibility to reviews.
– Unlimited sock puppet accounts are being created by malicious folks and spammers.
– No simple/easy way to get malicious reviews (where folks made no purchase and/or are competitors) removed. I realize a reader will likely detect a review like that as ‘inappropriate’ but far more eyes go to the overall star rankings than to the individual reviews.
– Too long an update period from third-party review sites. A malicious/bogus review can get deleted from the original site (CitySearch, Yahoo, etc…) but still display on Google for up to three months. This has happened to me and it was completely frustrating.
Clearly she is not alone in her thoughts on reviews. If you peruse the forums you will find a multitude of complaints about reviews in these areas:
It is amazing how little has changed. What is fascinating about her responses is that they are many of the same issues that I ranted about in September of 2008: Continue reading How Google Has Handled Reviews Reflects a Long History of a Tin Ear and Little Action