Update on Google Places and Reviews

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 about this practice. I have also heard that dealer’s reviews have disappeared from their Places page as a result of this practice. Neither situation should be occurring.

Action Requested: Please pass along examples (both emails from Google and instances where a dealer has lost reviews) of this issue and I will forward them to our Place team for resolution.

Read the rest here

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Comment by Kenny Jackson on November 25, 2011 at 1:40am: Good to know Scott

Kenny J.

Comment by Scott Falcone on November 23, 2011 at 8:49pm: Jason/James/Donna,

Jason thanks for the comments. Our opinion is the same as yours and DR has a different one. I think that most review sites provide a valuable service for dealers in the quest for a solid reputation management strategy and should be utilized appropriately. So when the opportunity presents itself you should get your reviews "in-store" on Google Places or with a company like Presto Reviews, but I also think that if you are signed up with DR that you should follow their guidelines and make the effort to get customers to review you there as well. Customers find dealerships in many ways and we can't leave anything to chance. Customers do visit sites like DR and Yelp and while they are challenging to use (opinion), they are an important part of the total strategy. Learn and understand the Terms of Service for all sites and go get em! I'm sure (DR) Ryan's "Review-dar" antenna went up and he will be here shortly too :)

James, yes it is a challenge to get quality info from Google and as we get updates we will be sure to share. Sign up for our newsletter at Presto Reviews to stay in front of the curve.

Donna, if you want to contact us for assistance email Joey@PrestoReviews.com cc me Scott@PrestoReviews.com and we will see what we can do to help ok. Happy TGiving to everyone.

Comment by Jason Mickelson on November 23, 2011 at 8:28pm: I think this is great news! Now, how do we get DealerRater on board with the same program? I think it makes the most sense for customers to leave feedback while they are at the dealership and in the mood. The law of diminishing intent sets in the minute they turn out of your driveway.

Comment by Donna Reed on November 23, 2011 at 5:58pm: My problem with Google Places is getting listed in the first place. The archaic mailing of a secret pin number to verify our location is ludicrous. We don't receive mail at our location. Instead, we have mail delivered to our PO Box. How can I circumvent the physical address problem and have our dealership listed appropriately within Google Places?

Comment by James Easter on November 23, 2011 at 4:29pm: Thanks so much Scott.....quite informative, as we all know the challenge of directly contacting Google! Happy Thanksgiving all.

Comment by Scott Falcone on November 20, 2011 at 1:14am: Thanks Bobby...as you and Jim mention, a process is critical and now there's really no reason for dealers to procrastinate any longer. For now, Google says go.

Comment by Jim Kristoff on November 18, 2011 at 11:00am: Interesting information Scott!

Dealers should be setting up a process to obtain those positive reviews while the customer is at the dealership.